Service Management Skills and Organizational Culture for today’s Businesses

Posted by Marbenz Antonio on May 25, 2022

How to Succeed as a Manager of Tech and of People - Creately Blog

What characteristics, skills, and organizational culture contribute to today’s successful service management team?

This is important because the Covid-19 pandemic has caused businesses to shift more quickly: developing efficiency and decreasing expenses that will help them escape extinction next year or even next quarter.

As a result, the skills and cultural behaviors necessary have broadened – not only generalist or specialized – and employees must be prepared to learn and adapt regularly.

ITIL 4 outlines three competency models:

  • T-shaped – professionals with deep knowledge who specialize in one area
  • Pi shaped – broad knowledge combined with competence in two or more areas
  • Comb-shaped – having multiple areas of skill and deep knowledge

To allow proper service management and increased maturity, organizations must have a solid mix of individuals with the skill sets and capabilities across all three competencies.

What is service empathy?

Service empathy is another important factor for the service management professional and team: it is about considering the interests of others by putting yourself in their shoes.

This requires a certain level of flexibility and emotional intelligence to empathize with individuals working on various company tasks based on a thorough understanding of their requirements. Therefore, it comes down to how a service manager may assist a client in having a better result in their day or difficult situation.

Because of the pandemic, believing in company leadership teams are evaluating strategy, direction, and company culture, which indicates people’s perspectives in service management are evolving to greater empathy.

Creating a culture of service management

The digital mindset needed in today’s service management requires a culture that is collaborative, creative, and always learning.

Taking an innovative approach to creating tomorrow’s ideas and skills must begin with a solid foundation of leadership that supports a cultural transformation.

To achieve this, a clear picture of why and what’s in it for the people involved, as well as the organization, is needed. The reasons for change must be presented strategically, not like a hammer to the head, but like a distracting butterfly that people want to pursue — engaging people on their level and showing the worth of change.

However, it is also important to recognize that the path to altering culture is not without flaws. You must empower individuals to participate in the solution by providing practical means to bring them into the conversation and soliciting their thoughts.

Have we got there? Meaningful methods to measure improvement

How can you tell whether your organization’s service management skills and culture have changed and improved?

It’s less about statistics, in my perspective. For example, are people more interested if you measure their ideas and attitudes near the end of a cultural change journey? Do they believe the environment is a haven for failure? How do they rank the customer focus? How much continuous learning occurs?

These are the outcomes that may be expected if leadership empowers and accepts this form of core change – successfully changing the organization’s culture, approach to service management, and employee experience.

Leaders who embrace this – and inspire empathy – will see why these factors of advancement are important.


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