ITIL Service Manager – What sort of skills should this person possess.
Interesting question! Also a very difficult one! An ITIL Service manager must have a number of qualities so I’ll be brief.
ITIL Service Manager – Leadership Give direction and guidance to others (employee, colleague and supervisor) as part of fulfilling one’s task; capable of adapting style and method of leadership to the individuals, tasks and situation involved.
ITIL Service Manager – Verbal and written communication Make ideas and opinions clear to others using clear language, gestures and other non-verbal communication.
ITIL Service Manager – Verbal presentation Present ideas and facts, making use of resources relevant for that purpose.
ITIL Service Manager – Powers of persuasion Attempt to convince others of a particular viewpoint using the correct style and method, and endeavor to achieve consensus for certain plans, ideas or products.
ITIL Service Manager – Listening Demonstrate the ability to extract important information from verbal communication, keep asking questions and respond to reactions.
ITIL Service Manager – Sensitivity Demonstrate awareness of other people and one’s surroundings, as well as one’s own feelings towards them.
Behavior that reflects the feelings and needs of others.
ITIL Service Manager – Co-operation Contribute to a joint result, even when the co-operation concerns a subject that is not of immediate personal importance.
ITIL Service Manager – Problem analysis Signal problems, recognize important information; make connections between items of information.
Trace possible causes of problems; search for relevant information.
ITIL Service Manager – Judgment-forming Weigh up information and possible alternative courses of action in the light of relevant criteria in order to arrive at realistic judgments.
ITIL Service Manager – Creativity Produce original solutions for problems relating to the job.
Think up new working methods to replace the existing ones.
ITIL Service Manager – Decisiveness Take decisions through undertaking actions or establish them through declaring judgments.
ITIL Service Manager – Adaptability Maintain effectiveness by adapting to changing circumstances, tasks, responsibilities and/or people ITIL Service Manager – Initiative Signal opportunities and act accordingly.
Begin something oneself rather than wait.
ITIL Service Manager – Quality orientation Consistent focus on delivering quality in products, services and results.
Develop quality norms and standards: willing to follow applicable requirements and associated procedures.
Evaluate one’s own behavior, products and processes.
ITIL Service Manager – Customer orientation Study the wishes and needs of the client and work towards this.
Anticipate the client’s needs and give high priority to willingness to provide service and customer satisfaction.
This summary was by no means meant to cover every quality an ITIL Service Manager must possess but to give you the reader an insight into this individual.
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