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Class Description

ITIL Soft Skills Training Class (two days)

The implementation of the IT Infrastructure Library (ITIL) and how its delivered to its customers, referred to as IT Service Management (ITSM), can be greatly enhanced through the advancement of IT soft skills, business skills and industry knowledge.

This class contains topics specifically selected to help you and your team enhance the effectiveness of your ITIL initiatives, and most important, user satisfaction and the service value IT provides to the organization it serves.

ITIL Service Strategy Related Soft Skills
  • Strategic Thinking and Planning including:
  • - Organizational Thinking
  • - 6 Step Strategic Thinking Process
  • - 9 Step Strategic Planning Process
  • - Problem Solving and Decision Making
  • - 7 Step Problem Solving Process
ITIL Service Design Related Soft Skills
  • Problem Solving and Decision Making
  • 7 Step Problem Solving Process
  • Five Step SERVE Consulting Model
    • 'S' - Setting up a Relationship
    • 'E' - Establishing Needs
    • 'R' - Recommending Solutions
    • 'V' - Valuing Objections
    • 'E '- Executing - Next Steps
ITIL Service Transition Related Soft Skills
  • Being an Agent of Change
  • Vendor Management
ITIL Service Operation Related Soft Skills
  • Leadership Concepts
  • Leadership without Authority (Influence)
  • Conflict Resolution
ITIL Continual Service Improvement Related Soft Skills
  • User Experience
  • Great Internal Client Service

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