In this article, we assess the state of the ITSM training market and what service management skills are in demand. You can start your training journey with ITSM Zone today – visit our course catalogue here.

There is no doubt about it to make it as a successful employee in the 4th industrial revolution you have to be open and willing to learn, T shaped, have the right attitude alongside aptitude and be embracing of change.

The agile working environment many of us find ourselves working in is ever changing, full of technology, self-managing and with a modern structure which sees greater collaboration between departments as organisations step out from working in silos and embrace a new way. These employees and their employers recognise the need for speed for commercial viability.

There is a dual responsibility in this brave new world for organisations and their people to have the necessary tools for the job on a business and personal level.

These tools could be:

  • Software
  • Training and development
  • Connectivity and flexibility
  • Automation
  • Culture

Businesses need to invest in their infrastructure and the people to work within in it consistently. Cloud based software as a service solutions on subscription models, using outsourced resources and automating and streamlining repetitive tasks through machine learning and automation will all help the bottom line but everything comes back to your humans.

Training and development have to be part of your long and short-term strategy for employee satisfaction, customer service, user experience, and profitability.

ITSM Zone overview of Training

Here we look at the service management training statistics from ITSM Zone and what that tells us about the IT service management training landscape overall.

What are people learning?

Our top 5  service management elearning courses currently are:

1. ITIL Foundation

ITIL is the original framework for IT service management. Since its inception 20 years ago it has been the go-to starting point for many IT departments to show them how to align their IT structures with their business needs. The foundation level is popular as it gives the student an understanding of the basics and how these would fit into a organisational structure. Many students use this foundation to then study for newer approaches and practices that link into ITIL like DevOps, Agile and how they can then be used together in a more flexible approach like VeriSM.

Learn more about the ITIL Foundation online here.

2. DevOps Foundation

DevOps is an amalgamation of the words Development and Operations and is a software, culture and practical approach to improving collaboration and delivery speed through the entire lifecycle of a project. Improved communication between all departments ensures the right product is being developed and using a more agile approach testing is done during the process. This allows for quicker delivery and products that meet the needs of the end user in the first instance.

DevOps approaches really do deliver as the Puppet state of the DevOps market report statistics show that organisations that are high performers in DevOps have:

  • 46% more frequent code deployment
  • 96% faster mean time to recover
  • 440x faster lead time from commit to deploy
  • 5x lower change failure rate

Learn more about the DevOps Foundation online here.

3. SIAM Foundation

Service integration and management started out as a framework within the public sector and is a structured approach to managing complex multiple vendor relationships within an organisation. It is growing in popularity and usage due to the increase of modern business infrastructure including cloud technology where outsourcing is more and more common.

The SIAM foundation training is based on the SIAM Foundation Body of Knowledge which you can obtain as a free download here.

Learn more about the SIAM Foundation online here.

4. Certified Agile Service Manager

The term “Agile” in service management started out as a set of management practices related to software development but as the speed of change and digital transformation has increased in organisations, working in an agile way has become iterative of the need to adapt and deliver throughout the business quickly. Agile itself has been around for nearly 20 years but has gained rapid momentum over the last few years as businesses fight to remain competitive in an ever-changing world.

Being Agile and working in an Agile way is more of an organisational culture and mindset than a strict structure. The Agile service manager training introduces the concepts of Agile and how to adopt its key elements into your role as a service manager to produce better outcomes and value to your organisation.

Learn more about becoming a Certified Agile Service Manager here.

5. BRM Professional

Business relationship management is all about fostering the right relationships for business longevity and success. There are certified BRM’s in 6 continents and over 60 countries currently with the USA leading, followed by Canada and the UK. In the fast-moving, disruptive modern workplace it is understandable that there has been a substantial increase in the BRM professional numbers. Organisations are now recognising the value of a business capability that is able to see the company’s bigger picture through the lens of true business value. Our foundation course gives a student a complete understanding of the role and its 4 core disciplines and how they can be utilised in the workplace.

Learn more about becoming a Business Relationship Management Professional here.

Future Trends

VeriSM is a new way of applying service management thinking across a whole organisation, not just the IT department. Launched in November 2017 its ethos is to use many different frameworks and approaches as part of a tailored “management mesh” to provide guardrails and a unique end to end model for an individual business which will add value and provide better outcomes for consumers. It recognises that in the rapidly evolving digital workplace, every organisation is a service provider. You can read our VeriSM blogs here, take a free introductory course here, and get learn more about getting certified here.

How are you learning?

Access to learning at any time is the perfect use of your commute and your lunch break. 18% of our students utilise their mobile or tablet to complete their training courses. Desktop/laptops are still the most favoured approach at 82% of students.

Having a 24/7 helpdesk and an industry expert virtual mentor available on our courses is something we get great feedback on as queries are dealt with quickly for our busy lives and you get input on how you can use your new skills directly from some of the most well-known thought leaders in the industry! Our mini, free mobile-friendly overviews of the latest skills have proven to be very popular with many downloads. You can find the VeriSM one here.

Which countries embrace training and development?

Take a bow USA! As a nation, you are embracing the notion of lifelong learning and can clearly see the benefit of keeping your skills up to date both professionally and financially. 27% of our students studying are from the USA.

The next country on the list is the UK at 15% of students, followed by India (7%), Canada (5%) and Australia(4%).

What industry sector do students work in?

50% of students have recorded the industry they work in and the top 3 sectors that our students are employed in are:

  • Software/business productivity software
  • Business services/business technology/enterprise software
  • Financial/investment services
  • Followed by career consulting services and travel and the hotel industry

Consumer electronics, education, and business services also feature on the list which illustrates the reach of IT and service management throughout organisations and the need for the right skills.

What does the gender breakdown look like?

Are IT and service management still a male-dominated industry? Our statistics show that 71% of our students are male suggesting yes, although at 29% of our students being female we are peaking above the global average figures for IT professionals that are female. This average stands at 25%.

As a company with a 75% female workforce, this is something that we would like to think will start to change as traditional stereotypes break down and work patterns and structures change with the nature of digital transformation. Although there is a long way to go we can see a shift in event attendance, speakers and role models for the tech workers of the future of every gender and that can only be a positive thing for the industry as a whole.

Want to learn more about the courses we have mentioned in this article?
View more in our course catalogue here, and learn about our exclusive group training deals for your team here.