No R’s: at least one person must be responsible. Many C’s: is there a requirement to consult with so many roles? What are the benefits and can the extra time be justified? No C’s and I’s: are the communication channels open to enable people and departments to talk to each other and keep each other up-to-date? Skills & Attributes The specific roles within ITIL Service Management all require specific skills, attributes and competences from the people involved to enable them to work effectively and efficiently.
However, whatever role, it is imperative that the person carrying out that role has the following attributes: Awareness of the business priorities, objectives and business drivers Awareness of the role IT plays in enabling the business objectives to be met Customer service skills Awareness of what IT can deliver to the business, including latest capabilities The competence, knowledge and information necessary to complete their role The ability to use, understand and interpret the best practice, policies and procedures to ensure adherence. The following are examples of attributes required in many of the roles, dependent on the organization and the specific role:
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