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The content of the course gave really good context of the important information required to pass the foundations exam. The simulation exams were bang on. I was scoring in 90's for each randomly generated test and I scored 90% on the certificate exam. There is no interaction with the mobile app, but was a good supplement to listen to while walking/driving to reiterate the lesson.

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Posted on Friday, 7th January 2022 16:04
Submitted by ILX Marketing Team
3 Strategies for empowering your Service Management team

Empowering employees has been proven to improve job satisfaction and longevity in a role. In a service management team, staff that are more motivated will make better decisions and be happier. Happier staff can mean happier, more satisfied customers.

So how do you achieve empowered employees?

Empowerment is less about sports-style pep talks and more about implementing strategies to help employees perform in their roles better. These are the things that make a real difference to service management employees. So without further ado, let's dive into the strategies that work:

Equipping employees with the right tools for their job

Sub-par hardware and software can have a hugely damaging effect on your service management team’s morale. These professionals spend a great deal of their working days on service management tools, and if the tech is not up to scratch, it can be frustrating, cause delays and even result in errors being made.

Conversely, equipping employees with the right tools for their job can make their lives easier, remove unnecessary errors and bring tasks in on time. Providing tools to make the service management team’s work run smoother, and even automate mundane tasks, makes the team feel valued, appreciated and invested in. Equipped with the resources for them to complete their jobs without help, service management professionals will feel empowered. And as a result, leaders will benefit from more efficient workers.

Providing all staff with training

Providing your service management team with accredited training, such as ITIL 4, has endless benefits. It gives them the knowledge and arms them with the framework and capabilities to conduct their role more effectively. With ITIL processes in their toolkit, SM staff are better equipped to make informed choices, improve productivity and efficiency. It gives service management teams a determination to drive continual improvement and make a real difference in the organisation.

The key to this strategy is training all staff as it has them speaking the same language, puts them on a level playing field, and ensures consistency across the board. When it comes to reaching your company goals, empowered employees are likely to make better decisions, to share knowledge and even to drive digital transformation. With the right skills and training under their belt, your service management team will have the confidence to play an active part in important decisions. They will be able to handle any challenges they encounter and be empowered to innovate too.

Make room for initiative

Training your teams will give them the confidence to make strong business decisions, but you must also give them the space and authority to do so. Making room for initiative means stepping back and avoiding micromanaging at all costs. Leaders must give service management teams the freedom to get their work done on their own terms, and not have to seek permission for their every move. With accredited training and the right tools, you have the assurance that your employees are properly equipped to do their jobs and you must trust them to do so. Trust, along with support, is key to employee empowerment.

Create an open culture where staff at all levels are connected to the company’s vision. A company culture that shares both the company goals and the challenges it faces will result in more engaged employees. Employees need to have processes in place, be aligned with the vision, and work within an open culture. Empowered service management employees equate to better rates of retention, and improved experience for your customers, and increased customer retention too!

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