White Paper

ITIL is the most widespread and accepted IT Service Management approach in the world.

ITIL helps people and organizations to leverage IT in order to sustain business growth and evolution.

To obtain the optimal value from IT and digital services, organizations that provide services are called upon to define a clear model of abilities, skills and competences to align with customer needs. These capabilities are identified in ITIL best practices.

ITIL, as a professional certification scheme, provides a practical, comprehensive and proven guide to creating a service management system, to support businesses that benefit from IT-enabled services.

This paper will attempt to understand the lubrication that makes the skills that education, MBA classes, and training provided by mentors work and why it is imperative to the successful implementation of not only business skills but life skills. This lubrication, relationship skills, will be broken down into three components: Respect, Rapport and Trust. Considering