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Download Free Samples of Information Technology Technical Skills Matrix Template. If you're a company want to assess the skill level of your employee. Or you just an HR Department who trying to create a balanced score card system then you can simplyfing it by creating IT Skill Matrix like this.

This skills matrix contain requirement such as:
Administration
- Database
- Network or Operating System
- SAP Basis, SIEBEL

What is the differences between ITIL Incident Management and ITIL Problem Management, here is the explanation in simple comparison:

Process:
Incident Management: Deals with fighting symptoms to incidents

Problem Management: Seeks to remove the causes of incidents permanently from the IT infrastructure.

Interaction
Incident Management: interaction with customers is usually reactive, with the main objective being to find a workaround solution to restore normal services for the customer as soon as possible.

The Service Strategy publication defines some specific roles and responsibilities associated with the execution of a successful service strategy, including:

Business Relationship Manager (BRM): BRMs establish a strong business relationship with the customer by understanding the customer's business and their customer outcomes. BRMs work closely with the Product Managers to negotiate productive capacity on behalf of customers.

Product Manager (PM): PMs take responsibility for developing and managing services across the life-cycle, and have responsibilities for productive capacity, service pipeline, and the services, solutions and packages that are presented in the service catalogues.