IT Governance

Introduce Employees to New ITSM Tools in 5 Successful Ways

For quality delivery and support, you must implement new ITSM tools and gain competitive advantage. To make the implementation successful, employee training is necessary. In this article at, Harper Reid shares 5 successful ways to introduce employees to new ITSM tools.

Upscaling Employee Skills

Organizations devote millions of hours and budget to training employees. It helps to reduce resistance to new policies and software at work as well as increase employee motivation. Following are the 5 successful ways you can introduce them to new ITSM tools:

Explain the Need for Change: When you implement new ITSM tools, that would be a change in technology as well as how people work. Explain to the employees how they will benefit from the change before conducting a training session. Upgraded tools would improve productivity and business processes. New tools will automate IT operations, encourage better communication with end-users, and help to handle service requests and incidents.

Have a Plan: While new employees need thorough training to learn about the new ITSM tools, current employees require revisions. A recent workplace survey revealed that 56% of employees were unhappy due to no or inadequate training. Meanwhile, 53% of the respondents felt that proper training would have helped them to do their jobs better. Quality training leads to efficient use of the tools by both the agents and end-users. A better understanding of the tools will save them time to communicate with each other.

Train As Per Needs: The training model should be such that everyone gets to learn effectively. Make them learn about the new ITSM tools keeping their use cases in mind. Let them understand why, what, and how these tools will help in their daily operations to increase curiosity. Group employees and plan team-building activities around them. Select a place where you can train small as well as large batches with ease.

Use Incentives to Drive Their Interest: Not all employees will be open to learning new things. Motivate them by setting a reward after accomplishing each training milestone. Rewards might be a trophy or a certificate instead of cash vouchers if you have a budget constraint.

Review the Training Results: To understand if the training is successful, conduct a survey after the first group completes its course. Allow them to speak freely regarding all the aspects of the training. Their feedback will allow you to improve the training process for the new batch. Also, if some part of the training is unclear to them, you can refocus on that part briefly.

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