Revealed: 6 People Management Strategies in ITIL 4
In my previous articles, I have talked about how the organisation and people should be handled in an ITIL environment. In this article which is a follow up to that article, I want to look at 6 major people management strategies that must be followed in order to get the best out of your employees. Follow me as we look at this together in this article.
#1 Management and leadership styles as part of People management strategies
In order to manage people effectively, the organisation has to work on the leadership styles to be adopted in the organisation. They have to create opportunities and ensure that people work in an environment that gives room for growth and advancement. This will allow the employees to give their best towards the advancement of the entire organisation.
#2 Updating skills and competencies
In order for organisations to improve service management, they need to continually train and retrain their employment. Since customers demands are ever-changing, the organisation have to ensure that their employees are constantly acquiring the relevant skills that will help them to meet the need of customers continually.
#3 Communication and collaboration
There is a need for communication and collaboration among employees in the organisation. At times, this mode of collaborations is cross-functional in nature as employees would have to communicate with stakeholders that are outside the organisation. They have to ensure that they are getting updates from consumers and necessary information are passed to the back office in order to meet and exceed customers expectation.
#4 Broad knowledge and deep specialization as part of people management strategies
There is a need for the organisation to also ensure that all employees that will be handling positions in the organisation are specialists in their own area. They are expected to have pre-equisite skills that they need in order to deliver on their mandates. If organisations can ensure that they have a square peg in a square hole, they will likely achieve their value co-creation objectives.
#5 Facilitating value creation
The organisation, in their bid to serve customers better, need to facilitate value-creation with their customer need to ensure that they create avenues through which they can get feedback from customers. They also have to continue to assess the feedback they are getting from their customers so that new products and services that will meet the need of customers are created.
#6 Break down silos
Any organisation that wants to meet the need of customers should not allow working in silos. There are some employees that would not want to work as a team but prefers to be a lone ranger, such type of employees should not be allowed to prevail in the organisation. It is expected that all employees have to work as a team in collaboration with service consumers in order to achieve the desired goals of value co-creation in the organisation.
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