- Percentage of staff with ITILv3 foundations certification: zero.

I know this because of your question. Watch thes videos as a start: http://pmit.pl/en/it-management/free-itil-v3-course-collection-of-itil-v3-moviesdarmowe-szkolenie-itil-v3-zbior-filmikow-o-itil-v3/ -- and sell a formal training course to your management.

The people joking about how one of you is getting fired, or you're all getting outsourced. . . probably true. Learning ITIL is all about learning what's important to your business stakeholders, how to monitor/measure these things, and how to make sure you're always making the right decisions based on the business priorities.

  If you can't convince them to pony up for you three to take the certification course, then pay for it out of your own pocket, you'll need it to find a new job.

Most universities offer a 200-level course in industrial/organizational psychology, and it was, by far, the best thing I could have done for my management career. http://en.wikipedia.org/wiki/Industrial_and_organizational_psychology

First, it doesn't matter what kind of employees you have, they're all unique individuals. Packard's 12-item list is nothing but a sound-bite introduction to the concept of a http://en.wikipedia.org/wiki/Psychological_contract

Don't look at them as a bunch of older employees. Don't look at them as "technical," and yourself as "business." That's pigeonholing, and will do more damage than it will help. You are people, they are people, and winning relationships will come only from striving to understand the relationships.