ITIL Soft Skills Training

The implementation of the IT Infrastructure Library (ITIL) and how it is 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 ITIL Soft Skills Training 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.

Goals
  1. Gain increased knowledge about soft skills and enhanced ITIL-related activities.
  2. Gain enhanced knowledge of the strategic thinking and planning process.
  3. Gain ability to increase client satisfaction through understanding of the SERVE consulting model.
  4. Gain deeper knowledge of vendor and change management.
  5. Learn how to lead without authority (influence) and reduce internal conflict.
  6. Learn key concepts related to user experience and client satisfaction.
Outline
  1. ITIL Service Strategy Related Soft Skills
    1. Strategic Thinking and Planning
      1. Organizational Thinking
      2. 6 Step Strategic Thinking Process
      3. 9 Step Strategic Planning Process
      4. Problem Solving and Decision Making
      5. 7 Step Problem Solving Process
  2. ITIL Service Design Related Soft Skills
    1. Problem Solving and Decision Making
      1. 7 Step Problem Solving Process
    2. Five Step SERVE Consulting Model
      1. "S" - Setting up a Relationship
      2. "E" - Establishing Needs
      3. "R" - Recommending Solutions
      4. "V" - Valuing Objections
      5. "E "- Executing - Next Steps
  3. ITIL Service Transition Related Soft Skills
    1. Being an Agent of Change
      1. Changing People and Culture
      2. Making Change Succeed
      3. Commitment and Buy-In
      4. Four Phase Change Process
    2. Vendor Management
      1. "DANCE" Vendor Management Expectation Framework
      2. Vendor Oversight
      3. Vendor Audits
      4. Risk Assessment and Mitigation
      5. Industry Specific Compliance Considerations
  4. ITIL Service Operation Related Soft Skills
    1. Leadership Concepts
      1. Leadership Versus Management
      2. Managers Lead by Example
      3. Building Trust and Relationship Building
      4. Delegating Without Control
      5. Expectations Setting
      6. 10 Types of Leadership Styles
    2. Leadership without Authority (Influence)
      1. Initial Thoughts and Vocabulary
        1. Types of Respect
        2. Barriers to Influence
      2. Leading Influence Concepts and Techniques
        1. Cialdini's Six Principles of Influence
        2. Cohen-Bradford Influent Model
      3. Maximizing Your Personal Power
        1. 12 Ways to Position You to Influence Others
    3. Conflict Resolution
      1. Initial Thoughts and Vocabulary
        1. The Typology of Conflict
        2. Types of Conflict and the Conflict Spiral
      2. Quick Conflict Resolution Tips
        1. Interpersonal Ground Rules
        2. Nice Ways to Say "No"
        3. Using "How" and "What" Questions
        4. VASE, ERIC, and BEGIN
  5. ITIL Continual Service Improvement Related Soft Skills
    1. User Experience
      1. Definition
      2. Product Quality
      3. Services Quality
      4. Documentation and Training Quality
      5. Multi-Channel Accessibility
      6. IT Thought Leadership
      7. The User Experience / Client Service Connection
    2. Great Internal Client Service
      1. Understanding Your Clients' Characteristics
      2. Being Proactive vs. Reactive
      3. What Your Internal Clients Want
      4. Communicating with Your Client Leadership
Class Materials

Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.

Preparing for Class

Training for your Team

Length: 2 Days
  • Private Class for your Team
  • Online or On-location
  • Customizable
  • Expert Instructors

Training for Yourself

$1,190.00 or 2 vouchers
  • Live Online Training
  • For Individuals
  • Expert Instructors
  • Guaranteed to Run
  • 100% Free Re-take Option
  • 1-minute Video

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