cover story | thirteen
MASSIVE FAILURE
the enullaminationnullnull If the denullegate wants to go
nulloff pistenullnull asking nulluestions that arennullt in the
synullnullanullusnull the trainer gets stumpednullnull
nullhat is needed far more is carefunullnully targeted
education and trainingnull aimed primarinully at
denullivering vanullue to the organisationnull nullnullo nulletnulls
get nullack on track with the ITInull nullertinull cation
schemenullnull he urgesnull nullItnulls not anullout the numnuller
of enullaminations that the enullamination institutes
can senullnullnull itnulls anullout denullivering knownulledge to
individuanulls who can then make a difference
in their organisationsnull nullnd itnulls not nullust anullout
nulleing an nullnullnullpertnullnull itnulls anullout gaining reanullnull
practicanull knownulledgenullnull
The resunullts of a recent survey carried
nullnullichever version of out nully Hornnullnull nullnullTInullnullate of the Nationnull
nullnullan nullnull
arth
ynullnullnk null
ephan
t
ITInullorganisations adoptnull
nullreveanullthat the manullrity of so-canulled ITInull
nulln that scorenull nullnullan nullcnullarthynull director at
the drivers are improving
null impnullementations today are fainullng to
adopt a nullfecycnulle approach to IT service
nullink nullnullephant nullnullnullnullnull is not overnully impressednull
service nullanullty and
management nullTnullnull in reanullty taking a
He nullenullieves any training shounulld have nullat nulleastnull
two onullnullectivesnull to devenullop the individuanull and to
increasing customer
nullte-sinulle approach to the nullatest version of
the ITInullnullst practice frameworknull
nullenenull t the organisation null through knownulledge satisfactionnullnullrocess can nullerry nulleeneynullof Hornnullnull nullnullnull ystemsnull
gained on the course and appnullied to improve
onnully take you so farnullIt
commentsnullnullnulle notanulle aspect of ITInull
things nullnullack at the ranchnullnull
nullnullo nulletnulls stop thinking nullenullpertnull and get
is peopnulle that make the
null is its orientation towards nullsiness
servicesnullmoving IT away from a pure
nullack to thinking nullpractitionernull or nullmanagernullnullnull
difference nulltween poor
technonullogy pnullaynullnullichever version of
he advisesnull nullnullverything that nullnullnullnull and the
and enullcenullent servicenull
ITInullorganisations are nullooking to adoptnull
training providers do to promote the nullnewnull ITInull the drivers are the samenullimproving
nullerry nullweeneynull Hornnullinullnull nullystems
certinull cation scheme null newnull Itnulls anullmost null years service nullanullty and increasing customer
onulldnull null is geared around steering the individuanull satisfactionnullnullrocess can onnully take you so
towards nullecoming an nullITInull nullnullpertnullnull This is Right Approach farnullIt is peopnulle that make the difference
providing vanullue to the individuanull nully increasing In anullnull fairnessnull ITInull is far nulless at faunullt as a tnull ween poor and enullcenullent servicenullThis
their nulluanullinull cations and marketanullinullitynull nullut concept than the hype and spin that have is what Hornnullnull canulls the nulluman touchnull-
whatnulls the vanullue to the organisationnull nullnullactnully grown up around itnull nullaynulle the right approach putting customers at the core of everything
how is an organisation nulletter offnull if its staff are for any organisation is to enullpect nullenenull ts we do and devenulloping technonullogy that can
amongst the most nulluanullinull ed in the industry and to varynull depending on the degree to which null used to drive enullcenullence and prevent
are prime targets to nulle head-hunted awaynullnull systems are anullready integrated within the process stagnationnullnull
nullusinessnull IT departments often null nd that things The service desk is ITnulls shop window andnull
nulloney nullachines start to nullacknull re when they approach ITInull nullest nully ensuring that it is run nully the right staffnull
nullcnullarthy says nullink nullnullephant is hearing a nullot practices as something that winullnull denulliver an end- with the right attitude and the right toonullnull
of criticism from its customers nullatenully anullout to-end sonullutionnull IT can tacknulle service nullanullty and customer
the nullnull ITInull courses null such as nulltheynullre nullust nullnullsonull ITInull may nullust not nulle right for everyonenulls satisfaction head onnullinstead of enullecting
a money-making machine for the training particunullar way of workingnull where nullnullest practicesnull processes anullone to make a differencenull
companies and enullamination institutesnull or may turn out to nulle costnully overkinullnullnull null piecemeanull nulleeney contendsnullnullThe chanullenge for IT
nulltheynullre nullust designed to get peopnulle through approach to ITInull might nulle the sonullution here - to remains to demonstrate some nullick wins
an enullaminationnullnull nullome of that criticism is identify those issues that have the most impact to secure nullsiness attentionnullthen forge
truenull he agreesnull nullFor enullampnullenull nullink nullnullephant on the organisation and concentrate on thosenull ahead with the more strategic aspects of
stopped denullivering the nullnull to nullnull Foundation rather than seeing ITInull as indivisinullnulle and set ITInullnullnullcompnullete the service nullfecycnulle and
nullridgenull simpnully nullecause it was there to get in tanullnullets of stonenull nullhere nulltotanull ITInullnull wounulld demonstrate the true nullnenull ts of ITInullnull
peopnulle through the enullam null not to give them prove unweinulldynull unworkanullnulle andnull unulltimatenullynull
a reanull understanding of the differencesnull unnecessarynull taking a hammer and nullreaking To downnulload a copy of Hornnullnullnulls survey
nullnd we do know of trainers out there in the it down into smanullnullnull workanullnulle units might wenullnull and white papernullgo tonullwwwnullupportwornulldnull
marketpnullace who can onnully reanullnully train to nullget nullring the anticipated nullenenull tsnull conullknullndustry-resourcesnullresearch
october.november | 2009 SupportWorld
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