My primary motivation for doing the course was to gain a better understanding of the language of ITIL. Increasingly this is being used at work, and it has become clear that the semantics are highly specialised. Indeed at the start of the course we were implored to "forget the meaning of terms you think you know". At the end of 3 days I feel I have a better understanding of what our slowly increasing band of ITIL-speakers are saying, some idea of how to talk the same language and an inkling of how this might improve the day to day running of our organisation.
So what was the course like?
"Intense" is the first word that comes to mind. We covered a lot of ground in effectively 2.5 days (the exam filled the afternoon of the last day), plus homework occupying the evenings. Most of this was getting to grips with the terminology and how the ITIL "big picture" all fits together. The exam tests this in 40 multiple choice questions, some straightforward, other quite tricky.
Can we use it?
Probably. It's clear that we can't just wake up on a Monday morning and announce ourselves to be an ITIL shop. There will be lots of work to identify our current processes, map what we can into the ITIL framework, work out the blanks and fill in gaps. We'll need to start in one part of the organisation and recognise that it will take time for the ITIL approach to penetrate thoroughly (most likely years). Some people will not be comfortable with it - I sincerely hope that we will be able to give more people the opportunity to do the foundation course as part of our approach to implementing ITIL. We will also need buy-in from our most senior management - not our own Directorate, but at the V-C and Pro-VC level in the University as it is going to take time to do this, we may not get it all right at the first go, and time spent on this is time we do not spend creating and delivering something else.
Oh, I almost forgot to say - I passed.
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