The importance of professional skills in the IT service management industry

The role of an IT service management (ITSM) professional can be demanding, they are often tasked with ensuring the seamless operation of technology services, resolving complex issues, and meeting customer’s high expectations.

While technical expertise is clearly necessary, it is also vital that employees have a range of professional skills to compliment this knowledge. ITIL® 4 training can help to support the development of these skills.

Learn more about our ITIL 4 training courses.

What are professional skills?

Often referred to as soft skills, professional skills are a set of personal attributes and qualities that reflect the way an individual approaches their work and relationships, highlighting their ability to interact effectively with others, work well in a team, and navigate various social and professional situations. Soft skills are valuable in nearly all aspects of work life, and they are often transferrable across industries.

Which professional skills are most useful for ITSM professionals?

Several of these professional skills are useful for people working in ITSM positions, and often play a critical role in their success:

Problem solving

ITSM professionals frequently encounter complex technical issues and process challenges. Problem solving skills including critical thinking and creativity are necessary for identifying and resolving these problems effectively.

Communication

Clear and effective communication is vital. Those in ITSM roles need to convey technical information to non-technical stakeholders, explain issues, and provide updates, making strong written and verbal communication skills essential.

Time management

Effective time management is crucial for prioritising tasks, meeting deadlines, and managing multiple projects or incidents simultaneously.

Leadership

Leadership qualities are valuable for those in management roles, or anyone aspiring to reach these positions. Decision-making, conflict resolution, and the ability to motivate and inspire teams is essential for effective leadership.

Teamwork

Collaboration is vital. ITSM professionals work with cross-functional teams, so strong interpersonal skills help to build positive working relationships, resolve conflicts, and promote teamwork.

Decision making

Professionals in ITSM roles often need to make critical decisions, such as resource allocation and project prioritisation. Given this, decision-making skills and analytical abilities are pivotal for success.

Emotional intelligence

Understanding and managing one’s own emotions, as well as recognising and empathising with the emotions of others, improves stakeholder relationships and fosters collaboration.

Conflict resolution

Conflicts can arise between ITSM teams and other stakeholders, whether related to technical issues or differing priorities and goals. Proficiency in conflict resolution helps professionals navigate and resolve issues efficiently and effectively.

What are the benefits of harnessing professional skills?

Developing these skills offer a wide range of benefits for ITSM professionals, including:

• Better employee satisfaction and retention rates
• Enhanced collaboration
• Greater adaptability to change
• Improved customer satisfaction
• Increased innovation and creativity
• Optimal operational performance
• And more!

How can ITIL 4 training support individuals?

Applying the knowledge taught by the ITIL 4 syllabus, including the guiding principles and practices, will teach you the professional skills and technical expertise needed for a successful career in ITSM.

Interested in our ITIL 4 training? Book your e-learning, virtual or classroom course now.