How to Be an ITSM Superhero – Part 2

Good ITSM is the backbone of a successful and smoothly functioning company. In Part 1 of this blog series, we covered 4 skills necessary to be an ITSM superhero.

Here Are 4 More Skills for Being an ITSM Superhero

1. Customer Service

At its core, ITSM is all about service. Therefore, strong customer service skills are necessary to deal with customers and clients. This requires understanding customers’ needs and wants as well as the technical knowledge to serve them. These soft skills are crucial to serving customers well, and balancing their needs against business goals. Establishing strong customer relationships also proves useful when projects arise that need the support of various departments. Buy-in is easier when there is already a strong working relationship.

2. Innovation

Innovation is part of the ITSM superhero’s skill set, and is needed to understand the convergence of past, current and future technology in an organization. In some cases, there might be a need to integrate legacy systems. Alternatively, you might be tasked with preparing the organization for digital transformation with a cutting-edge, disruptive technology. Don’t underestimate the importance of innovation – given the remarkable technological changes that continue to take place, innovation remains a mainstay of bringing focus and value to both IT and business.

3. Problem-Solving

The ITSM team is the backbone of most organizations, and will need to tackle enterprise-wide, strategic initiatives. This necessitates strong leadership and problem-solving skills, in addition to technical skills. These problem-solving skills will help steer the organization in the right direction—especially when there’s a tight timeframe to solve a problem.

4. Continued Learning

ITSM strategies are always evolving due to technological changes or shifts in business goals. As a result of this changing landscape, ITSM professionals must be adept at continued learning. This in turn requires agile thinking and adaptability to keep up with continually evolving technology as well as disruptive technology.

These 4 skills complete the skill set needed by an ITSM superhero. Soft skills play a key part, but technology is also at the forefront. So, take your time to evaluate solutions that align with your organization’s ITSM needs. Industry-leading and highly popular ServiceNow is one of the top choices for ITSM as it facilitates better outcomes, total transparency and easier collaboration.

If you’d like to explore ServiceNow for your organization’s ITSM requirements, please get in touch with us. In addition to being an Elite ServiceNow partner, we’re proud to be 100% laser-focused on ServiceNow. Our industry-leading precision will have your ITSM running smoothly with no IT-related delays allowing functions to run at peak efficiency.

Mike Roberts
Mike Roberts is VP of Marketing for Aptris. He joined in 2010 with 20 years of experience in sales, marketing and communications. He coordinates Aptris’ overall marketing and branding strategies.