Field Techs' Toolkit

Real-world IT Services Skills Training

The Fundamentals

• itSMF
• ITIL
• CMMI
• P-CMM

• Global forum of independent groups of IT Services Management professionals
• Dedicated to proposing and promoting ITSM best practices
• The prime example of this effort is the ITIL

• ITIL is a best practice framework that has been drawn from both the public and private sectors internationally.
   
• It describes how IT resources should be organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM).

IT Services Management

• ITSM defines what we do
• We are NOT "repair" or "tech support" - we are IT Services Management professionals
• What distinguishes ITSM from mere "fix & repair" tech support is the focus on providing business value
• The question is not "what do you know how to do?" - it's "what business value do your services provide, support or enhance?"

• The Capability Maturity Model Integration, or CMMI, is a process model that provides a clear definition of what an organization should do to promote behaviors that lead to improved performance.
   
• With five “Maturity Levels”... the CMMI defines the most important elements that are required to build great products, or deliver great services, and wraps them all up in a comprehensive model.

Continuous Improvement

• CMMI allows us to assess and improve operational efficiency
• HOW we do is as important as what we do - if not more important
• Performance is the demonstrated ability to apply knowledge: what we do is the evidence of what we know...

People Capability Maturity Model

• The People Capability Maturity Model (P-CMM) is a maturity framework that focuses on continuously improving the management and development of the human assets of an organization.

Obviously...

• The "finishing school" will not teach about, or even address, any of these standards or the groups which create/support/promote them
• These standards provide the foundation and philosophy upon which the coursework is built
• The objective of this course is to produce IT Service Managment assets: individuals who will provide tangible business value to the people and companies they work for

The Course Itself

• ...will consists of two halves: a "tech-facing" half, and a "customer-facing" half
• ...will be conducted as a series of "Socratic dialogues", which will challenge the participants to apply all of their knowledge and experience, not merely their technical training 
• ...will provide a methodology for applying their certified knowledge in real-world situations
• ...will prepare them to consider how best to provide business value, beyond mere troubleshooting, repair and problem resolution

The Expected Result

• Field Techs prepared to encounter real-world situations and provide value as well as solutions
• The participants will understand the importance of continual education and development of their skillsets
• Those who successfully complete will be equipped to be in complete control of their career path
• All who complete successfully will receive a USB "toolkit" , containing the digital tools covered in the course as well as checklists, cheat sheets, annotated tutorials, links to resources and access to BTI personnel for followup and mentorship