Bringing Service Management Closer to Everyday Work

Overview

The starting point

A Finnish educational institution wanted to strengthen the service management capabilities of its IT unit and key people from other departments. The group was diverse: participants came from different professional backgrounds with varying levels of experience in service management. Some were deeply familiar with IT operations, others brought expertise from entirely different fields.

The institution needed a training approach that would work for everyone, not just those already versed in the terminology, but also those encountering service management thinking for the first time.

What we did

We began by understanding the client's expectations, the participants' backgrounds and the operational context they work in. That conversation shaped the design of the training.

The training combined ITIL's theoretical foundations with practical examples drawn from contexts the participants could relate to. Rather than presenting frameworks in isolation, we focused on connecting service management thinking to participants' own work. What does good service management look like in an educational environment? How can we improve the way services are designed, delivered and developed across departments?

The training also prepared participants for the ITIL certification exam, covering both the required knowledge and the confidence to take that step.

What changed

Participants gained a clearer understanding of service management and how it connects to their daily work. Conversations during the training led to new ideas about how teams could work together more effectively and how service-oriented thinking could extend beyond IT into other parts of the organization.

Participants left the training equipped and ready to pursue their ITIL certification.

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