IT staff training is a critical component to successful implementation of more mature IT service management (ITSM) practices. Training effectively builds staff awareness and equips process owners with the skills necessary for developing and executing new processes. It is also an effective tool for focusing the culture of the organization because it demonstrates an organizational commitment towards improved ITSM process. Over 90% organizations use some form of ITSM training. Organizations utilize a combination of previous experience, self taught learning, online training, third-party courses and formal certification (see Figure 1).

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