Improving the Return On Value of an ITSM training investment

In this session we will show you how one organization effectively used three instruments to make significant, sustainable improvements. One was the 8-step approach to ensuring maximum return on their training investments, the second was ABC of ICT to capture and explore ‘Undesirable behavior’ and ‘desirable behavior’, the third was using  experiential learning interventions to help translate theory into practice, test desirable behavior and capture and agree concrete improvement actions. In this case we will also show the measurable performance improvements gained and will finish with concrete, pragmatic tips to take away.