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Continual Improvement – what ITIL Service Management can learn from HR Management

As I was invited to speak at a Learning and Development conference in Sydney yesterday, I had the opportunity to listen to a number of the speakers.

Maybe my biggest learning is that I have been too much blinded / tunnel visioned around my area of expertise. In the past 15 years I only attended IT Service and IT Standard / IT governance related seminars….

SILLY!!!

Attending a seminar outside of your comfort zone and direct area of expertise really opens your eyes to innovative ways of improving your service delivery.

The little gem I picked up from the HR conference was from a presentation by Brad Markham who is the Manager Learning and Development of the Australian Institute of Management in New South Wales. His talk was around case studies to show the value add of Learning and Development Programs. One of his findings was that often they start a program to address a ‘performance deficit’ only to find that the individual staff members and teams actually perform really well. What they suffer from is ‘reporting deficit’ … and the improvement project are relatively simple: document and report on all the brilliant things that are being done in the organisation to make it more visible to all levels in the organisation.

Now ponder on that in an Service Management context… It will add value to the success of your implementation projects- I am sure of that!