Corporate Courtesy & ITSM Framework
6 skills that you master in Communication
Parts of speech, sentences, Subject-verb agreement, Tenses, active and passive voice,
Degrees of comparison, Reported speech.
Advantages and disadvantages of oral communication, improving oral communication, oneto-one oral communication, business presentations, research and planning and structure of
Importance of Listening skills, types of listening, strategies of effective listening, listening to
complaints and resolving the complaints.
Note taking, paraphrasing, elements of effective writing, business letters and
Telephone Etiquette, E-mail Etiquette, meetings, memo, circulars and notices, report
writing, proof reading.
Types of meetings, Importance of business meetings, conducting meetings, developing
agendas, opening meetings, establishing ground-rules for meeting, time-management and
evaluation of meeting and closing meetings.
ITIL - Best ITSM Framework
An ITSM framework focuses on services rather than systems – unlike other IT disciplines such as network management, which is more focused on technology. ITSM emphasizes on approaches that are led by processes. These processes consist of set best practices and are called frameworks.
ITIL provides guidance that can be reviewed to suit the needs of a certain organization – not as a rigid book of rules.
Here are three common methodologies for establishments implementing ITIL:
Providing Better Support
Enabling Business Change
Providing Better Services
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