Page 9 - ITIL® Foundation 3.15

Competence & Skills for IT Service Management
Delivering service successfully depends on personnel involved in service management having the appropriate education, training, skills and experience. An understanding of the role to be played is imperative to success.
Different skills are required for different lifecycle stages and different processes. Personnel may perform across various processes and lifecycle stages. Key decisions rest with the competence of individuals. Whatever the role, the person carrying out that role in IT Service Management must possess 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.
Additional skill requirements vary by role, but general managerial skills below are relevant:
• Management skills – both from a person management perspective and from the overall control of process
• Ability to handle meetings – organizing, chairing, and documenting meetings and ensuring that actions are followed up
• Communication skills – an important element of all roles is raising awareness of the processes in place to ensure buy-in and conformance. An ability to communicate at all levels within the organization will be imperative
• Articulateness – both written (e.g. for reports) and verbal
• Negotiation skills are required for several aspects, such as
procurement and contracts
• An analytical mind – to analyze metrics produced from the activity.
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