Does the ITIL require (or address) "soft skills"?

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Corde Wagner
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Does the ITIL require (or address) "soft skills"?

Post by Corde Wagner » Sun Jun 16, 2019 4:53 pm

Someone recently asked me if the ITIL requires "soft skills", and while I emphatically said "yes" but without giving away why I think it does, what do you think? Are soft skills required in IT Service Management (hint)?


Corde Wagner
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lcaputo
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Re: Does the ITIL require (or address) "soft skills"?

Post by lcaputo » Mon Jun 17, 2019 6:54 am

Hi :)

as far as my job experience is developing, I can tell for sure that soft skills are required almost in any kind of job (that is, of course, if you want to have success).

For the addressing part, all I can say is that it's something that is not part of ITIL4 Foundation, and I think this is because of my previous sentence --> Soft skills are something that is needed across all professions and thus there is no need to include those things in an IT specific course.

Hope I've answered your question(s)

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Re: Does the ITIL require (or address) "soft skills"?

Post by tedderpd » Mon Jun 17, 2019 8:58 am

I would respectfully disagree with one aspect of the previous post - "it is not part of ITIL 4 Foundation". Actually, soft skills are part of ITIL 4 Foundation -- have a look at the Guiding Principles. Here are a few examples of where "soft skills" are needed and used:

- "Collaborate and promote visibility" - The ability to work in a constructive manner with others is a paramount soft skill in this principle.
- "Progress iteratively with feedback" - The ability to receive and deliver feedback is a soft skill that is critical to success.
- "Focus on value" - This principle encompasses many perspectives, from the customer to the supplier to the user to the organization. Negotiation, good communication, empathy, and other soft skills needed here.
- "Keep it simple and practical" - Being respectful of others, negotiation, managing conflict, and good communication are critical soft skills required in this principle.

Is ITIL 4 a guide on specific "soft skills"? No, that is not the intent of ITIL 4. However, the need for and use of soft skills are clearly articulated in ITIL 4 Foundation.

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Re: Does the ITIL require (or address) "soft skills"?

Post by lcaputo » Tue Jun 18, 2019 11:18 am

tedderpd wrote:
Mon Jun 17, 2019 8:58 am
Is ITIL 4 a guide on specific "soft skills"? No, that is not the intent of ITIL 4. However, the need for and use of soft skills are clearly articulated in ITIL 4 Foundation.
That was actually my point of view :) All I wanted to point out is that ITIL 4 does not talk specifically about soft skills, neither it says esplicitely anything about using soft skills while applying the methodology.
As in any job you could have, soft skills are a huge boost to succeed.

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