When it comes to managing I.T. in business, service credibility is
essential for lasting operational success.  Credibility is
earned when the end-user community accepts that the I.T. department is capable, interested, invested and equipped to deliver. 
So how is credibility earned?  It takes the right skills,
common sense standards, and a willingness to embrace all the key
challenges.

What is I.T. Management?

As a management discipline, I.T. management is defined by the
practices, policies
and procedures used to manage the selection, implementation, usage and
maintenance of all types of information technology in
all types of business
environments.  In practice, I.T. management is both a business function and
an organizational imperative.  We have all come to know
that technology is critical to many, if not all, business
operations.  That puts a double burden on the average I.T.
shop. First, technology has to work and be utilized.  Then,
technology has to make a difference – it has to serve a purpose and
it has to add value.

And that’s where the
challenge begins.  As a business practice, I.T.
management is more than
“installing and maintaining technology” (which is already pretty
important) – it’s also about using
technology in a way that both “supports and transforms”.  And,
in the real world, no I.T. department can serve both goals without
sufficient credibility.  In fact, I.T. managers must
consistently demonstrate that they not only have sufficient technical
expertise, but that they also know the “business”, how it works, and
what it needs (now and in the future).  And that level of
credibility depends on the right combination of executable
service strategy skills and service strategy standards.

I.T. Managers Wear Many Hats

It takes a diverse portfolio of management skills and abilities
to build lasting I.T. credibility (and related management success). 
While I.T. management skills begin with subject matter expertise
(“the technology”), I.T. managers and professionals must also have
solid understanding of general management and business
operations practices.  That’s where the “hats” come in.

In fact, there’s at least seven (7) “hats” required to make
technology work, keep it running, deliver successful projects,
manage the “business of managing I.T.”, market I.T. services,
initiatives and projects, strive for I.T./business alignment, and to
advise on all strategic technology matters.   This takes
multiple skills, starting with the “top 12” listed below:

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Top (12) “Soft Skills” Essential to I.T. Credibility

1. I.T. managers must prioritize work requests according to needs
   and capabilities.
2. I.T. managers must handle complaints without
   getting defensive (to have a thick skin).
3. I.T. managers must communicate effectively (verbally and in
   writing).
4. I.T. managers must recognize and learn from mistakes (and own up to them). 
   Also See: 
   Common Management Mistakes and How to Avoid Them.
5. I.T. managers must “read” people, situations and to know how to
   respond accordingly.
6. I.T. managers must be open to reasonable, calculated risk.  Also See: 
   Are
   You Ready for a Risky Project?
7. I.T. managers must delegate work
   responsibilities as appropriate.  Also See: 
   How to Delegate
   With Minimal Risk
8. I.T. managers must anticipate objections and pre-empt problems.
9. I.T. managers must make every end-user feel “important” and well
   served.
10. I.T. managers must keep an open mind and stay away from the “not
    invented here” syndrome.
11. I.T. managers must display a willingness to act (and avoid analysis
    paralysis).  Also See: 
    Recognizing and
    Avoiding Analysis Paralysis.
12. I.T. managers must avoid the tendency to micro-manage as an
    instinctive means of just getting things done.

What’s the Purpose of I.T. Management Standards?

We all know that work is easier, and success is more likely, when
you can manage with a “roadmap” rather than a blank slate. Pre-defined I.T.
management standards provide that roadmap, giving you tested practices
and procedures to guide planning actions and decisions. Standards set
a baseline for how projects are managed and services are delivered,
saving time, improving quality and lowering costs.

But simply having “standards” is not enough. They have to be the
“right” standards for your needs.  The “right” standards will
always be sufficiently actionable, realistic, relevant, and above
all, flexible, and they must address the “big 4” management demands
(strategic planning, problem management, policy development and
projects).  These are the
areas where purpose, proficiency and productivity are most needed
and can have the most significant impact.

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Also See:

Managing I.T. with a Strategic
Service Vision

In broadest terms, an “I.T. vision” is strategic approach to
managing information technology (IT) departments and functions within business
environments.  That’s the broad view, but as usual, the devil is in the
details.  Read on to learn more about the value of “vision based�? I.T. management
– what it takes, who will benefit, and how it is achieved.

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THE IT SERVICE STRATEGY TOOLKIT

If you’re looking for a fast, easy way to achieve IT service success, you’ll find it inside
the IT Service Strategy Toolkit. This unique, informative online course gives you everything you need to become
an IT management leader and service planning expert. Here’s what you’ll learn:

• The I.T. Service Strategy Toolkit is an easy, engaging online course, containing over 50+
  education components, teaching you how to use the multi-stage ‘Service Strategy Process’ to organize the I.T. service function and deliver value-added I.T. services.

• Topics covered include developing the IT mission, organizing the IT service department, planning IT management policies, managing the IT/end-user service relationship, performing the IT service review, and more.

• Techniques covered include ‘Define, Align and Approve’, the ‘Manage by Process Framework’, the IT/End User Partnership, Proactive Problem Management and more.

• Download the tools and templates to produce the I.T. Vision Statement and multiple Service Review deliverables.

• Build and improve strategic planning skills, as you learn time-saving techniques to become a more productive IT manager or service professional.

• Course enrollment provides lifetime access to all components, with all future updates and additions included.