Creating A Common Language with ITIL®️ 4 Foundations Training for The GlobalNOC at Indiana University

GlobalNOC at Indiana University, a university-based network operations center providing support to research, education, and public interest institutions around the world, sought to enhance its IT support team’s capabilities by implementing ITIL 4 Foundations training to introduce individuals to the key concepts and principles of IT Service Management (ITSM) as outlined in the ITIL 4 framework.

ITIL, which stands for Information Technology Infrastructure Library, provides a set of best practices for delivering IT services effectively and efficiently. The ITIL 4 Foundation course covers an end-to-end operating model for the creation, delivery, and continual improvement of technology-enabled products and services.

Suitable for IT professionals at the start of their ITIL journey or those looking to update their existing ITIL knowledge, the training prepares participants for the ITIL 4 Foundation certification exam, which is a prerequisite for more advanced ITIL certifications. And according to Corey Donovan, Director of Service Operational Excellence at Indiana University’s Global Network Operations Center (GlobalNOC), ITIL 4 Foundation training was put in place to improve service management across the GlobalNOC.

The end goal? To create a common language for all staff to use for communication. And, to use these skills to prepare new employees to address service issues by themselves within six months of hire.

The Challenge

The university faced some challenges in this endeavor.

First, there was not a common framework for team members to work from. GlobalNOC had previously experimented with training on ITIL 3 and other frameworks, but the GlobalNOC team never settled on one specific framework. This meant that the team did not share a common language as they worked to deliver IT services to the organization – and they didn’t have to.

Second, the 24/7/365 nature of GlobalNOC made it challenging to schedule any type of universal employee training without disrupting operations. Donovan would have to work around team member availability to deliver training on the ITIL 4 Foundation framework.

The Solution

To address these challenges, Indiana University organized six private ITIL training sessions over the course of a year, ultimately certifying nearly 70 employees. The training was delivered both in-person and virtually, focusing on ITIL 4 Foundations. The sessions were designed to be flexible to accommodate the service desk’s demanding schedule.

With leadership buy-in on ITIL 4 Foundations, the training emphasized a common language and best practices that every GlobalNOC employee was expected to follow.

Training sessions often included project managers, engineers, and other staff to maximize the impact. And the team was able to build documentation around core ITIL principles like incident and problem management.

The Numbers

95% - ITIL Pass Rate

64 - Certifications Achieved

1 - Common Language For 35+ Project Sites

The Result

The results were impressive.

• Improved Communication: The training established a common language for all GlobalNOC employees, significantly enhancing collaboration and efficiency.
• High Certification Rate: Achieved a 95%+ success rate in ITIL 4 Foundation certifications.
• Enhanced Employee Development: The training aligned with the university’s goal of professional growth, helping employees feel more competent and ultimately increasing their tenure at the service desk.
• Operational Efficiency: GlobalNOC made notable improvements in its documentation and service management processes, reducing the need to start from scratch with each new skill set.

Even better, employee feedback was overwhelmingly positive. Participants in the training appreciated the instructors and the supplemental materials they provided, which many continue to reference.

Looking ahead, GlobalNOC at Indiana University plans to continue and expand its training programs, considering additional certifications like CompTIA, CCNA, and SCRUM training. The goal is to support individual career paths and further enhance the skills of the service desk staff.

Overall, the ITIL training has had a profound impact on Indiana University, fostering a culture of continuous improvement and professional development. The commitment from leadership and the structured approach to training have been key to its success. For anyone considering a similar initiative, it’s essential to have leadership commitment, adapt training schedules to meet operational demands, and regularly update and integrate training content with practical applications to ensure long-term benefits.