Essential Skills for ITSM Pros
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Essential Skills for ITSM Pros

By CIOReview | Monday, June 7, 2021

ITSM practitioners need a combination of technological expertise and business acumen to understand how business priorities are associated with IT. The ITSM structure allows companies to bridge the gap between IT and business, so you'll want to know how an effective ITSM strategy works.

Fremont, CA: New technologies such as machine learning, cloud computing and IoT are transforming the way companies represent clients and consumers. Deploying these technologies in an IT service management (ITSM) environment will help companies provide improved customer and customer service while eliminating errors and tracking business processes. As businesses rely more on chatbots, automation and the cloud to manage IT services, this is becoming an increasingly important approach in the enterprise.

Automation

Automation is a growing trend in customer service—most frequently in the form of chatbots and automated processes. But it's still in its early stages—qualified ITSM practitioners will need to keep an eye on how automation will develop in industry.

Although automation will help improve productivity and free employees from tedious or repetitive activities, it will not be able to do anything human beings can do—it is not a "set it and forget" mindset. In the coming years, ITSM pros will have to track automation and know when it's time to move in.

Management of business

ITSM practitioners need a combination of technological expertise and business acumen to understand how business priorities are associated with IT. The ITSM structure allows companies to bridge the gap between IT and business, so you'll want to know how an effective ITSM strategy works.

Communication

ITSM practitioners need to know how to convey highly technical knowledge to consumers, employers and business users who do not understand IT terminology. The ITSM paradigm provides structured descriptions of technology, software and IT principles that are popular in industry, but there is no guarantee that anyone you communicate with will have the same ITSM expertise as you do. You would also need to know how to efficiently convey knowledge to people in a way that better fits their comprehension.

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