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ITIL Foundation Essentials: The exam facts you need by Claire Agutter

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CHAPTER 14: SERVICE MANAGEMENT SKILLS AND TRAINING

Service management staff need the right skills. They need to understand business priorities and how IT supports them, possess customer service skills and have the ability to innovate.

Generic service management role requirements could include:

  • Management skills
  • Meeting management skills
  • Communication skills – written and verbal
  • Negotiation skills
  • Analytical mind-set.

Standard roles and job titles help to manage roles and responsibilities. Organisations can adopt frameworks like the Skills Framework for the Information Age (www.sfia.org.uk).

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