Apprenticeships in IT Service Management. Information Management

Transcription

1 Apprenticeships in IT Service Management

2 Current TfL apprenticeship prgrammes Custmer Service (Surface Bus Rev) Custmer Service Call Centre Staff (Surface DaR) Rail Services (LU COO) - Adults Custmer Service Drivers (Surface DaR) Track Engineering (LU CPD) Rail Services (LU COO) Vehicle Maintenance (Surface DaR) Warehusing (LU APD) - Adults QS (TfL Cmmercial) Surface Streets Infrmatin Maintenance Management Engineering

3 Run with supprt frm ur supprt partner Fur Cunties Training 15 mnths t 4 years NVQ levels 2 t level 3 Oldest: Engineering apprenticeship (Asset Perfrmance Directrate) 20+ years Newest: Prject Planner apprenticeship Octber 2012 Future schemes: Transprt Planning advanced Technician (NVQ 4) Prject Management (NVQ 4) Prcurement/Cmmercial (NVQ TBA)

4 2 schemes in IM

5 Input Minimum 2 Grade C at A Level + 6 Grade C at GCSE including Maths and English language Pass numerical & verbal tests Key skills (if nt exempt) 2 year fixed term full time cntract n day release 100% n the jb learning

6 Output Level 3 Diplma in ICT Prfessinal Cmpetence (NVQ)... Level 3 Certificate in ICT Systems and Principles ITIL Fundatin + 1 lifecycle/capability mdule APM Fundatin BCS Business Analysis Fundatin

7 Output Pass the NVQs Pass the Technical Certificates Learn abut ITSM Decide what t d next Land a permanent rle within TfL s IM dept. Start a prfessinal career

8 There is currently n IT Service Management apprenticeship framewrk being ffered Fur Cunties Training & TfL have wrked tgether t chse mdules frm a generic ICT framewrk. Target: 72 credits frm NVQs 24 frm technical certificates

9 Level 3 Diplma in ICT Prfessinal Cmpetence (NVQ) Skills & experience / n the jb Using Wrd prcessing sftware Spreadsheet sftware Presentatin sftware Develp wn effectiveness and prfessinalism Health and safety in ICT Interpersnal and written cmmunicatin Technical fault diagnsis IT Prject Management

10 Level 3 Certificate in ICT Systems and Principles Knwledge Plan fr the delivery f ICT supprt services & assist in the acquisitin f ICT systems Testing ICT Systems

11 Level 3 Certificate in ICT Systems and Principles Knwledge Plan fr the delivery f ICT supprt services & assist in the acquisitin f ICT systems P4DISS & AAIS Testing ICT Systems

12 Placements 7 Service Request Management Majr Incident Management Prblem Management Change Management Cnfiguratin Management Supplier Perfrmance & Assurance Applicatins Supprt Testing Services

13 Placements Service Request Management Technical Majr fault Incident diagnsis Management IT Prject Management Prblem Management Change Management Testing ICT Systems Cnfiguratin Management P4DISS & AAIS Supplier Perfrmance & Assurance Applicatins Supprt Testing Services

14 Placements + mnthly visits t ther departments utside f IM Service Request Management Majr Incident Management Prblem Management Change Management Cnfiguratin Management Supplier Perfrmance & Assurance Applicatins Supprt Testing Services + technical training frm IM clleagues

15 At the end Supprt in finding a permanent rle Interview training CV building Netwrking

16 Successes Will prduce great emplyees fr TfL Develps managers already in TfL Keen & enthusiastic team members Prmting gd ITSM

17 Challenges N dedicated ITSM mdules belw NVQ 4 Old technical certificates are ld References t utdated technlgy e.g. ISDN Testing certificate is mre abut fault diagnsis Mdules targeted at smaller rganisatins Technical training

18 The Future Swap Technical Fault Diagnsis NVQ fr Technical Advice & Guidance NVQ Intrduce Custmer Care in ICT NVQ Frmalise this as an ITSM framewrk & share it Link with related schemes University f Nrthamptn Diplma in IT Service Management (NVQ 4+)

19 Click icn t add picture The Service Management Liam, Alex, Gemma, Rachel & Brynley Apprentices:

20 A Service Management Apprentice Infrmatin 16 Octber Management

21 Text Here Gemma Drake Abut me

22 Why TfL? Family Reputatin Lndn Variety Prgressin 22

23 ITIL Fundatin Highlights Managing majr incidents Prducing reprts which analyse trends in incidents Making changes t the Service Request frms t reflect custmer needs Visiting different areas within TfL and hearing hw they are affected by IM and Service Management in particular ICSA shifts 23

24 Why d an apprenticeship? Qualificatins Experience Knwledge A Step n the career ladder Mney 24

25 Why d this apprenticeship? Custmer fcus Analysis Challenging Develp IT skills Learn abut Service Management Sunded like fun! 25

26 What the placement managers say Valuable shared experience Ryan Whitmre, Cnfiguratin Manager It was gd t have apprentices in ur team as we were able t shw them the wider IT picture and the impact that service failure can have Majr Incident Manager Having a fresh pair f eyes in the team can be really helpful and teaching an apprentice ur prcesses can help us identify imprvements. Chris Matchett, Senir Service Transitin Analyst/ Scheme Manager A very valuable exercise and a new avenue fr TfL alngside the nrmal IT graduates. I was impressed with the quality f the apprentices Andy Pusey, Cllabrative Applicatins Manager Apprentices have prved t be enthusiastic and dedicated individuals wh have brught value t the team. This is a gd exercise fr the public sectr t be invlved in and I wuld recmmend any IM area embrace the pprtunity. Keith Maggini, Technical Change Manager 26

27 What we say abut Service Management Essential t any cmpany that prvides IT services Challenging but interesting Cmmn sense Methdical A gd place fr apprentices as it is quite structured and prcess driven Excellent gateway in t the wide wrld f IT Allws us t gain many transferable skills Great first wrk experience...cmbines many aspects f IT, prject, best practice and management Bth repetitive and varied- perfrm the same prcesses regularly but yu get t deal with many different types f incidents, requests and prblems 27

28 Success? Develped knwledge f Service Management Been invlved in sme big prjects Able t d manage incidents, service requests and prblems withut help Sme managers didn t knw what t expect It s a first s there has been a lt fr everyne t learn Huge amunt f supprt 28

29 Click icn t add picture TfL Apprenticeship brchures We have them t

30 tfl.gv.uk