IT Service Management careers
Introduction
IT service management (ITSM) describes a strategic approach to design, delivery, management and improving the ways that businesses use information technology (IT). ITSM staff do this by ensuring that technology, people and processes match the business requirements of the organisation.
The majority of organisations use well-established best-practice ITSM methods such as ITIL to help them achieve these goals.
ITIL is the most popular ITSM method in the world today, used by companies like Boeing, Sony, IBM, Microsoft and Barclays Bank [1].
You will see ITIL qualifications as a requirement on most ITSM jobs. The most common ITIL qualification, and the entry-level qualification into an ITSM career is the ITIL Foundation certification.
ITSM careers
Some other roles though tend towards the mainly business aspects. In fact, in 2020, if you want to pursue an ITSM career, you will be at an advantage if you can demonstrate both technical and business skills.
According to AXELOS, there are varied ITSM roles available for people holding an ITIL certification [2].
Entry-level roles such as Service Desk Technician and IT Project Support, are starting points for progressing into more senior roles.
Let us now look at these different ITSM roles in more depth.
IT Project Support
Average UK salary: £28,000 per year
This role provides administrative support to a project or programme team. It is not a customer-facing. It requires lots of data collection and file management and can later progress into an IT Project Manager role.
Skills required:
Service Desk Technician
Average UK salary: Up to £35,000 per year
Also known as Help Desk Technician or Support Technician, this role helps users with hardware or software problems. This role is the first point of contact for users when they experience a problem.
Skills required:
IT Support Technician
Average UK salary: Up to £35,000 per year
This technical role requires identifying and fixing software and hardware and software problems. Problems are usually escalated by service desk staff. Many require fixing urgently so this can mean it is a pressurized role.
Skills required:
Service Desk Manager
Average UK salary: £45,000 per year
This role is responsible for the daily management of the service desk team and ensuring customers leave satisfied. This role must coach and motivate the support team and ensure that effective processes are in place.
Skills required:
IT Change Manager
Average UK salary: £50,000 per year
This role is responsible for managing, tracking and controlling changes to the software, hardware or IT system configurations. They authorize small changes, but larger changes are discussed with a Change Advisory Board.Skills required:
Business Relationship Manager
Average UK salary: up to £50,000 per year
This role is responsible for building relationships between an IT organisation and its customers, making sure that IT services are meeting the needs of the latter. They understand the IT services offered, and how they can help the customer.
Skills required:
Security Analyst
Average UK salary: up to £50,000 per year
This role is responsible for using diagnostics software to prevent security breaches and designing solutions to strengthen an organization’s network against attacks. It might also be involved in security training and defining an organization’s security policies.
Skills required:
IT Architect
Average UK salary: £58,000 per year
IT Architects design IT solutions that increase efficiency, reduce costs or solve business problems. They often specialize in a certain area of IT and often lead development teams.
Skills required:
IT Operations Manager
Average UK salary: £60,000 per year
This role is responsible for leading the service desk and IT infrastructure teams, to ensure services and technologies are functioning properly. They monitor software and hardware and develop processes to ensure problems are solved quickly [5].
Skills required:
Service Level Manager
Average UK salary: £60,000 per year
A Service Level Manager role is responsible for designing and negotiating Service Level Agreements (SLAs) that align with a customer’s service level targets. These services get outlined in contracts. They are also responsible for monitor and analyzing the agreed service levels.
Skills required:
IT Project Manager
Average UK salary: up to £75,000 per year
This role is responsible for leading and planning programmes of change involving IT. This involves managing the risks, budgets, priorities and quality of multiple projects. Typically this role would also require qualifications such as MSP.
Skills required:
Top-tier ITSM roles
Average UK salary: over £100,000 per year
There are several executive-level ITSM roles which would see you making strategic decisions for your organisation. These include Chief Technology Officer, Chief Information Officer and Chief Information Security Manager. They would normally require the highest-level ITSM certifications.
Skills required:
Infographic
References
[1] AXELOS (2013). ITIL®: The Basics White Paper. Available: https://www.axelos.com/case-studies-and-white-papers/itil-the-basics-white-paper Last accessed: 20th May 2020.
[2] AXELOS (unknown). ITSM Careers Path. Available: https://www.axelos.com/enhance-your-skills-with-axelos/career-paths/itsm-careers-path . Last accessed: 20th May 2020.
[3] Arras People (2015). What does a project support officer do? Available: https://www.arraspeople.co.uk/camel-blog/pmo/what-does-a-project-support-officer-do/ . Last accessed: 20th May 2020.
[4] Prospects (2017). How to become a technical architect. Available: https://www.prospects.ac.uk/jobs-and-work-experience/job-sectors/information-technology/how-to-become-a-technical-architect . Last accessed: 20th May 2020.
[5] The Nest (unknown). The Difference Between an IT Manager & an IT Operations Manager’s Job Description. Available: https://woman.thenest.com/difference-between-manager-operations-managers-job-description-15144.html . Last accessed: 20th May 2020.