Training

While your Human Resources (HR) team may manage the company's overall training system, service delivery training is too critical to operate without its own governance. Your service organization must ensure that all team members have the specific knowledge and skills needed to follow service procedures.

Service-Specific Training Policy

You need a dedicated Training Policy that governs all training requirements for service roles and process areas within the delivery organization.

This policy and its procedures must formalize the entire lifecycle of learning:

• Identify Needs: Clearly define the knowledge and skills required for every service role and every process step.

• Develop Material: Ensure training material is developed and maintained to meet those defined needs.

• Deliver Training: Guarantee that the required training is delivered to the right people in a timely and effective manner.

• Evaluate Effectiveness: Measure if the training actually worked—did it close the skill gap and is the team now following the process correctly?

Coordinating with HR

Because the delivery organization relies on a central group (like HR), you need to establish formal agreements and interfaces with the main Training Group. This ensures the delivery organization can receive the required service-specific training in a timely and effective manner to meet skill development and close any immediate shortages.

You must keep complete and accurate records of who was trained, on what topic, and when. These records are vital evidence for your internal compliance checks and any external CMMI review, proving that your workforce is qualified to perform the services.