Editor's Note: This post was originally published in May 2019 and has recently been updated and revised for accuracy and comprehensiveness.
Technology, business and IT Service Management processes are changing at a rate quicker than ever before. In fact, the next 25 years will experience technology innovation and change at four times the rate of the entire 20th century. Managing the complexity of business' Information Technology is critical to an organization’s success. We've identified the top 10 skills you’ll need to be successful in the years ahead.
IT Service Management (ITSM) is a set of policies, processes and procedures for managing the implementation, improvement and support of customer-oriented IT services. Unlike other IT management practices that focus on hardware, network or systems, ITSM aims to consistently improve IT customer service in alignment with business goals.
Automation is a growing trend in customer service — most often in the form of chat-bots and automated processes. Skilled IT professionals need to stay knowledgeable how to support increased business automation across sales forces, marketing systems, financial systems and customer service automation.
While automation helps increase efficiency, it won’t be able to do everything a human can do. IT professionals have to oversee automation in the coming years and know when it’s time to step in to increase, pivot and manage automation effectively. Read more about how automation specifically is changing how IT manages service and delivery.
Artificial Intelligence and Analytics
Artificial intelligence is already gaining traction in the enterprise to help automate processes and to deliver detailed analytics. AI will completely change the landscape of IT service in the next decade. Organizations will rely on AI frameworks to manage the new technology from PowerBI to Tableau, and other Big Data platforms, allowing teams to have more valuable data and information to make key business decisions.
ITSM professionals need a balance of technical skills and business acumen to understand how business goals align with IT. The designated IT framework helps organizations blend the line between IT and the business side, so you’ll want to know how the business works to run an effective service management strategy. Read more about the three key elements to cultivating business acumen.
Service Management in IT is all about providing excellent customer service — so an ITSM pro needs experience dealing with customers and clients. You’ll need to have a strong understanding of what customers want, how to respond to complaints and a knowledge of customer service portals and other software. Understanding how to interact with clients, both internal and external, is a cornerstone skill for any ITSM professional. Watch this free webinar on Providing Outstanding Customer Service.
IT leaders and field teams need to know how to communicate highly technical information to customers, clients and business users who may not understand IT terminology. You need to know how to effectively deliver information to people in a way that best suits their understanding. Essential communication skills for any career is not limited to speaking cadence but listening, open-mindness and non-verbal communications.
Most people can recognize a problem, but what are YOU going to do to fix it? Facilitation focuses on getting things done! That means that next month when your company holds a “group meeting”, you don’t just show up, you participate. Read more about the 6 steps to communicating across your organization.
An ITSM professional needs to be innovative to understand how past, present and future technology will work together in the enterprise to build solutions as needed. Not only do you have to stay on top of the current technology, but you might be asked to integrate legacy systems or to prepare the organization for a new disruptive technology. Transitioning skill sets across infrastructure can prepare you to support your organization as well as lead the future.
As an IT professional , you’ll also be responsible for communicating internally with stakeholders, executives and other business units in the organization. You need to know how to work with others, especially those who might not understand the technology at play in a service environment. By developing successful interpersonal skills you can prepare for collaboration in every facet of business.
Interpersonal skills can further develop participants’ awareness of themselves and their roles inside the company. The ability to harnesses the power of active listening teaches participants how and when to speak. Watch this free webinar on Developing Successful Interpersonal Skills.
With the speed of change accelerating in today’s enterprises, change management is becoming a necessary skill for any departments success, especially IT. Digital transformation sees businesses undergoing major changes to processes and IT infrastructure, making it vital for IT pros to stay on top of business objectives, workflows and IT activity.
As an ITSM professional you can’t hide away in the IT department. By extending you sphere of influence, you can make IT accessible to the rest of the organization. You’ll be called on to help address large-scale technological issues within the company, so you’ll need to have strong problem-solving skills to help lead the organization in the right direction .To truly be a person of great influence, you must demonstrate five key principles: reciprocation, commitment, authority, social validation, and friendship. Read more about extending your sphere of influence.
Training for the Modern ITSM Professional: ITSM
To stay relevant in IT you need to be on top of the latest trends and have an idea of how to adjust and prepare the business for disruptions or new technologies. You’ll want to continue your education through the IT Service Management Training and Certifications, so you can help your organization with its digital transformation strategy.
Original Info graphic Source: Sarah White, www.cio.com, 2018 Skills for ITSM Pros