ITIL Service Manager

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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