1. Information Technology Infrastructure Library Reaching the Adult Learner: Teaching Information Technology Infrastructure Library (ITIL) to Practicing Technology Managers March 29, 2012 Anthony K Adade

2. Overview Research question Background Research process. Challenges Findings Conclusions from findings Implications for further research March 29, 2012 Anthony K Adade

3. Research Question What are the characteristics of an effective ITIL training course: that focuses on helping - guide course designers - trainers prepare trainees to pass the certification exam - and use their new knowledge to implement ITIL in the workplace? March 29, 2012 Anthony K Adade

4. Background to Research Question 1. What is ITIL? 2. My experience in the field 3. Review of Literature March 29, 2012 Anthony K Adade

5. Research Process - Semi-structured interview method - 15 ITIL certification course graduates - Analysis derived from adult learner theory - 4 categories - 7 themes March 29, 2012 Anthony K Adade

6. Challenges Scheduling proved to be a challenge Phone interviews Coding March 29, 2012 Anthony K Adade

7. Findings Using adult learner theory to analyze the data, 4 categories and 7 themes emerged related to: course design course delivery application of course content March 29, 2012 Anthony K Adade

8. Categories, Themes and Related Adult Learner Theories CATEGORYTHEMEADULT LEARNING THEORY Understanding the Audience -Working with and Teaching Adult Learners -Managing Students’ Experiences -Value what adults bring to learning -Learn when transformed by the experience -Learn when content is relevant Preparing for the Audience -Meeting Participants’ Expectations -Organizing the Content -Learning is task-oriented -Need to know the reason(s) for learning Teaching the Audience -Timing the Program -Applying Teaching Skills -Feel responsible for their own learning Connecting with the Audience -Building Relationships -Adult learners respond to external motivating factors (i.e. job promotion, salary increase, etc.) -Become ready to learn when they see a direct benefit March 29, 2012 Anthony K Adade

9. Findings (cont.) Characteristics of Effective ITIL Course Instruction Know your students Demonstrate respect Cultivate efficient relationships Self-confidence Go with the flow Make learning relevant Make learning fun and engaging Interpretation Become aware of learners’ experiences and backgrounds, and their roles Treat students as professional colleagues Create a positive relationship with participants Instructor must show confident Be flexible Make material relevant Use various tools (e.g., group work, stories, anecdotes, etc.) March 29, 2012 Anthony K Adade

10. Conclusions Effective ITIL designers and trainers: Know subject matter. Recognize knowledge participants bring to the course. Know shared characteristics of participants (i.e. age, skill level, family and professional responsibilities). Be student-centered, and use real world experience in lesson plans and examples. March 279,2012 Anthony K Adade

11. Implications for Further Research Several opportunities emerged: Follow a cohort over time and test for strategic outcomes of the results. Explore how a shared learning community is created during an ITIL course, despite the limited amount of time participants spend together. What shared norms or values promote learning? What are the implications of the new social media culture? Could the research and the results be transferred to a longer course, or a formal postsecondary institution, with participants not in a business community (i.e. semester based learning environment)? March 29, 2012 Anthony K Adade

12. Thank You March 29, 2012 Anthony K Adade

13. Questions Elizabeth City State University