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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