Service desk teams across the Americas, EMEA, and APAC lacked a shared service management language, limiting consistency and the ability to scale improvements. Learning Tree combined ITIL® Foundation training with coaching workshops to strengthen service management knowledge, technical capability, confidence, and practical ownership without disrupting daily operations.
The coordinated program moved development beyond course completion and into operational action. Approximately 43 colleagues participated in coaching workshops and generated around 172 service improvement recommendations. ITIL® Foundation learner satisfaction reached 4.0 out of 4.0 across major evaluation categories, while all three regions began working within one capability framework.
Learning and service management leaders can use these examples to plan multi-region capability programs, connect training with improvement priorities, and create a measurable roadmap for service transformation.