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 Feature
20 October 2010 | Nas Ozcan Blog
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Job Titles and Service Management
This week Nas asks if job titles hold the key for service providers becoming more successful within service management...

  Nas Ozcan

This week I would like to question the importance of job titles in Service Management, and whether amending job titles to the ITIL framework can enable a Service Provider to become more successful?

I feel that job titles can, at times, get in the way of doing business. They shouldn’t be about emphasising hierarchy or creating silos, they should help customers and internal staff better understand each other’s skills, experience, competencies and roles.

By aligning job titles to the ITIL framework a service provider can create clarity externally for customers around the people they meet and do business with. They can also create clarity internally within their business unit and support internal teams’ right across the organisation.

When a customer is presented with a Service Level Manager they have a clear expectation of what to expect, and what the SLM will be responsible for. In my opinion this is one of the key benefits of ITIL, since it assists us all in speaking the same language. A service provider that demonstrates this in roles of their staff therefore has a clear edge over competitors when dealing with customers that seek an organisation that is ITIL aligned.

Feedback and comments are always welcome!

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