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ITIL Lifecycle Essentials by Claire Agutter

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Image CHAPTER 10: SERVICE MANAGEMENT TRAINING AND QUALIFICATIONS

Service management can only be successful if staff have the right skills to do their job. Staff who don’t have the right skills may feel de-motivated, and won’t understand how their role contributes to the value that the customer receives. As services change and evolve, staff may need training or different roles to evolve with them.

The whole service lifecycle depends on trained, motivated and experienced staff. Staff need to understand business priorities, and how IT supports them. They need customer service skills, and the ability to innovate. Staff need to be willing to follow and improve ...

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