Service Management Apprentice Review

I am an Information Management apprentice working in Service Management. My scheme is 2 years long, and throughout this time I complete several placements based mainly in Service Management, which are about 3 months long. Throughout my apprenticeship I have been working towards a level 3 City and Guilds Technical Certificate in ICT Systems and Principles, and a level 3 NVQ Diploma in ICT Professional Competence. Certain placements I have completed link to some of my NVQ modules, so part of my responsibilities whilst in that team have been to ensure I am gathering enough evidence to add to my NVQ portfolio. The placements I have completed so far are; Supplier Performance and Assurance Technical Change Management Collaborative Applications (Remedy Support) IM Security Enterprise Tools & Automation (ET&A) Each team I have worked in I have been given different tasks to complete. This has involved project work - looking at Invitation to Tender (ITT) process, completing daily business as usual (BAU) tasks, attending relevant meetings etc. My most recent placement in ET&A is my mini technical placement outside of Service Management. The team deals with monitoring and automation requests-it has been really interesting to get involved with something a little more technical and as a result has enhanced my understanding of the services I help to support whilst working in Service Management.

I have learnt a huge amount whilst on my apprenticeship and enhanced my IT skills greatly. As well as improving my basic IT skills I now also have knowledge of tools such as Remedy, SCOM, SharePoint etc. Work have also put me through the following qualifications; ITIL v3 Foundation ITIL Intermediate: Service Operation APM Introductory Certificate Foundation certificate in Business Analysis I have also completed many internal soft skills courses in things such as presentation skills, influencing skills and assertiveness skills.

I thoroughly enjoy my programme. The work given to me can be challenging, and the learning curve is very steep - I wanted to ensure that by choosing to do an apprenticeship and not going to university I would still be developing myself.Everyone that I have worked with has been extremely friendly and always willing to answer questions and give you a hand - great when you have started off with no IT background! The company I work for has an excellent attitude with regards to training. The scheme has exceeded my expectations.

My company have something called "Make a Difference" Awards to recognise employees. I received one of these awards to recognise the help I gave when the new intake of apprentices were joining the company. In many of the teams I have worked in, I have been given tasks to do which have challenged me and one of the other team members would have been doing, so it does make you feel valued to be helping out with the workload rather than being given "apprentice" tasks.

There is a set structure for the 2 year programme. During the first year, apprentices must complete core placements which will help them to sign off their NVQ modules. In the second year, there is more flexibility and you discuss with the apprenticeship manager what areas you would like to work in to enhance your knowledge. All apprentices know the length of time they will be in each placement before moving on to a new one.

The training provider is excellent when here, for giving advice on how to better NVQ work. We also have reviews with our training provider giving updates on where we are in our placements, setting objectives and how we are finding our apprenticeship. The only thing is, I would prefer to see them on a more regular basis to keep on top of objectives set.

The support network at work is brilliant. The first port of call is our apprenticeship manager - we all have regular 1-2-1 meetings with him, and can always contact him if we need to. We then have our apprenticeship line manager, and the apprenticeship sponsor who we can also be in touch with. We do meet, but not as regularly as with our direct manager. There is also the placement manager. The structure is that you will have a beginning, mid and end of placement review to set objectives and to discuss anything.

Well paid for an apprenticeship - the bonus of having free travel does help immensely! I can be stress-free now every month as i am able to pay off my expenses fairly easily so this is really good for my independence and feeling free to be able to have more sociable time and buy some things i usually wouldn't be able too either.

There are a huge amount of discounts available, as well as social events and sports teams that can be joined. We get told by email and also hearsay about events going on in the local area or also if a few members of staff are going out one weekend maybe for a few drinks and such. I enjoy the events which we take part in very much and hope they continue.

Yes

The opportunities available throughout and after the apprenticeship are great. You are prepared very well for jobs in IT. You meet a lot of friendly people and the experience and events in the local area are second to none so i dont think anyone would be really disappointed in the experience even if they didn't like the work, that's just a bonus.

You need to be the kind of person who isn't afraid to ask lots of questions - you have to be confident enough to ask for work also as you won't be watched all the time like in school! The interview process can be tough but if you prepare well you will find it o.k - there are maths and english tests too so if you struggle with either of those you will need to brush up on them. If you have no IT background but want to give this apprenticeship a go then you can! I never studied IT at school for GCSE or A Level but always had an interest - plus you will pick it up very quickly whilst at work if you have basic IT skills.