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Preparing for a Leadership Role in IT Service Management

Staff TrainingWhether you take on an active role in managing a large business or you just work with those who do, there is no denying that ITSM, or IT Service Management, has the potential to make life much simpler. ITSM matches up the principles of ITIL® with the ongoing and changing needs of a business. It is essentially the way that theory becomes reality, and it is a practical and hands-on approach to boosting quality of services, improving past releases and ensuring customer satisfaction across the board.

If you’re interested in securing a leadership role in ITSM, or you’re eager for employees to step up into the position, then adequate training is key. Here are some of the best ways to prepare for a leadership role in IT Service Management.

Understanding the Basics of ITIL

To become a leader in IT Service Management, it is vital that a person first has a solid understanding of the principles and best practices of ITIL, or the information technology infrastructure library. There are several ways to master the basics of ITIL, but the best will include formal training and a course that concludes with an exam.

Two great options to consider include the three-day ITIL Foundation course and the Awareness for Executives program.

Embracing the Service Lifecycle

Since ITSM is heavily based on the service side of operations, anyone hoping to take on a leadership position in this area needs to understand and embrace the ITIL service lifecycle. The lifecycle is divided into five phases, and each leads into the next to create a circular format.

All services offered to the public should make their way through these five phases: Service Design, Service Strategy, Service Operations, Service Transition and Continual Service Improvement.

By doing so, businesses can ensure that their services are constantly being assessed and improved, something that helps a company’s financial bottom line as well as their reputation among customers.

Learning From Other Success Stories

One of the most valuable tools a leader in ITSM can have is experience. To gain experience, and to see how to implement ITIL best practices in a smart way, aspiring leaders should look to past examples.

Leading companies as diverse as Disney, Boeing and even Target all utilize onsite ITIL training in an effort to improve service, boost efficiency and build a better reputation.

Use their experience to implement ITIL courses for your employees, and you may be able to enjoy some of the same success.

Creating Best Practices for Service Disruptions

Leaders are most beneficial in a time of crisis. Studying ITSM is a great way to learn how to handle service disruptions, since those are the times when employees are most likely to be unsure about what to do and customers will be most frustrated.

A key component of ITSM is taking courses on how to deal with incidents and problems as well as major disruptions like hacks or cyber attacks.
Preparing for a leadership position in IT Service Management might involve several steps, but it should always include ITIL training at some level.

Find out more about the many types of training available through Ashford Global.

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Mary is a leading trainer in Microsoft® and Business Applications.

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