Management and employees must be aware of the relevance and importance of their activities within the service management and understand how they contribute towards achieving the quality targets.

Corresponding expertise and skills must be available in order to ensure that the requirements for new or modified services can be met.

The dynamic, continuing advances in technology require on-going education and further training for the employees who should be managed via coordinated skills management. As part of the annual target agreement discussions and the targets derived from the service management planning, the training requirement for the employees to meet future requirements is determined on the basis of a consistent analysis of any shortfalls and condensed into an annual training plan. The effectiveness of training measures must be reviewed.

In order to determine the specific demand the service provider first defines the specific skills required for each role in the service management. Detailed records must be kept on the education and training courses completed by each employee together with their acquired knowledge and experience.