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Simulation of ITSM Processes as Training Tool Set

机译：模拟ITSM流程作为培训工具集

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摘要

As IT Service Management becomes more and more common in actual IT organizations, the need of trained personnel raises sharply. To cover theses needs, companies can either train their employees or they hire new employees, who possess these skills already. But what competence is required and how should it be trained? Employees will need some knowledge of the IT Service Management systems, they are going to work with, but even more they have to study and understand the fundamental processes of IT Service Management. Today several simulations respectively simulation games are used to give participants a general comprehension of IT Services and a slight insight into some processes. Nevertheless, this experience is quite far from the real processes and without further training a lot of time and effort is needed to completely transform the IT organization. The closing of this gap is addressed in this paper. It proposes training with realistic and more detailed simulations based on an IT Service Management process model as a valuable solution.
机译：随着IT服务管理在实际的IT组织中变得越来越普遍，对训练有素的人员的需求急剧增加。为了满足这些需求，公司可以培训员工或雇用已经具备这些技能的新员工。但是需要什么能力，应该如何训练？员工将需要与之一起使用的IT服务管理系统的一些知识，但他们还必须学习和理解IT服务管理的基本流程。如今，分别使用了几种模拟和模拟游戏，以使参与者对IT服务有一个大致的了解，并对某些流程有一些了解。但是，这种经验与实际流程相去甚远，并且在没有进一步培训的情况下，需要大量时间和精力来完全转变IT组织。本文解决了缩小这一差距的问题。它提出了基于IT服务管理流程模型的，更现实，更详细的模拟培训，以此作为有价值的解决方案。

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