A customer-centric mentality and an understanding of market trends can help modernize your service delivery processes
As customers become more sophisticated technology users, they have come to appreciate businesses who put them first. CEOs are noticing this trend and are asking their IT organizations to provide customers (external, and internal - employees) with an “Amazon-like” end-to-end IT service experience. Wishful thinking, perhaps. Or is it? When it comes to IT Service Management (ITSM), a customer-centric approach can transform service delivery and provide customers with great experiences.
Unfortunately, the traditional ways of ITSM are still running rampant. And there are several reasons why this is the case. But, first let’s make clear why you are in business in the first place: the customer. The customer is really two personas -– the end customer, and the executive customer. We know the end customer wants a great experience, end-to-end. The executive customer wants that but also wants to know cost, value and what services are being used.
If the customer is the reason why businesses live and breathe, why do some IT organizations insist on maintaining the old ways of ITSM? There are several reasons which I’ll highlight later in this blog post.
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Topics:
ITSM,
IT,
IT Service Management,
Service Delivery,
Consumerization of IT,
DevOps Revolution,
Customer-Centric IT,
IT Innovation,
Shared Services,
Value of IT,
ITSM Value,
ITSM Strategy,
ITSM Consultants,
Customer-Centric ITSM,
IT Service Owner
It's been a busy summer here at Evergreen... cross country trips presenting both of our complimentary workshops: Service Catalog; and CMDB, Configuration and Asset Management... and of course our webinar series with live webinars twice a month.
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Topics:
Service Catalog,
ITIL,
ServiceNow,
Service Request Catalog,
IT Consulting,
IT Service Catalog,
ITSM,
IT,
Request Portal,
ITSM Strategy,
Service Operation Processes,
Service Catalog Webinar,
Service Strategy Processes,
Service Design Processes
Everything we do here at Evergreen Systems starts with our experience as customers. Two years ago, we began taking note of the elegant self-service experiences offered by the likes of Amazon, Apple and Google, and wondered why our IT Service Management customers can’t have the same thing.
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Topics:
IT,
IT as a Service,
Service Catalog,
IT Service Catalog,
Service Catalog Management
Give the customer what they want to get what we need. That is Balanced Design.
Does it work?
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Topics:
Service Catalog,
ITIL,
ServiceNow,
Service Request Catalog,
IT Consulting,
IT Service Catalog,
ITSM,
IT,
Request Portal,
ITSM Strategy,
Service Operation Processes,
Service Catalog Webinar,
Service Strategy Processes,
Service Design Processes
This is part 4 in a series of 5 posts. Click here to read part 1. To access part 2, click here. For part 3, click here.
Creating effective IT Services always involves three constituencies - the customer, the provider and the manager.
Most organizations are interested in building a beautiful, self-service software store as part of their IT Service Catalogs. It is also a great example of balanced design – giving the customers what they want to get what we need.
Let’s look at the step “Install.”
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Topics:
Service Catalog,
ITIL,
ServiceNow,
Service Request Catalog,
IT Consulting,
IT Service Catalog,
ITSM,
IT,
Request Portal,
ITSM Strategy,
Service Operation Processes,
Service Catalog Webinar,
Service Strategy Processes,
Service Design Processes
This is part 3 in a series of 5 posts. Click here to read part 1. To access part 2, click here.
Creating effective IT Services always involves three constituencies - the customer, the provider and the manager.
Most organizations are interested in building a beautiful, self-service software store as part of their IT Service Catalogs. It is also a great example of balanced design – giving the customers what they want to get what we need.
Let’s look at the step “Buy.”
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Topics:
Service Catalog,
ITIL,
ServiceNow,
Service Request Catalog,
IT Consulting,
IT Service Catalog,
ITSM,
IT,
Request Portal,
ITSM Strategy,
Service Operation Processes,
Service Catalog Webinar,
Service Strategy Processes,
Service Design Processes
This is part 2 in a series of 5. Click here to read part 1.
Most organizations are interested in building a beautiful, self-service software store as part of their IT Service Catalogs. It is also a great example of balanced design – giving the customers what they want to get what we need.
Let’s look at the step “Shop.”
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Topics:
Service Catalog,
ITIL,
ServiceNow,
Service Request Catalog,
IT Consulting,
IT Service Catalog,
ITSM,
IT,
Request Portal,
ITSM Strategy,
Service Operation Processes,
Service Catalog Webinar,
Service Strategy Processes,
Service Design Processes
Creating effective IT Services always involves three constituencies - the customer, the provider and the manager. All must be involved and have their needs met to create any truly viable service.
Most organizations are interested in building a beautiful, self-service software store as part of their IT Service Catalogs. It is also a great example of balanced design – giving the customers what they want to get what we need. Let’s look at the process.
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Topics:
Service Catalog,
ITIL,
ServiceNow,
Service Request Catalog,
IT Consulting,
IT Service Catalog,
ITSM,
IT,
Request Portal,
ITSM Strategy,
Service Operation Processes,
Service Catalog Webinar,
Service Strategy Processes,
Service Design Processes
Creating effective IT Services always involves three constituencies - the customer, the provider and the manager.
All must be involved and have their needs met to create any truly viable service.
So what does the manager need?
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Topics:
Service Catalog,
ITIL,
ServiceNow,
Service Request Catalog,
IT Consulting,
IT Service Catalog,
ITSM,
IT,
Request Portal,
ITSM Strategy,
Service Operation Processes,
Service Catalog Webinar,
Service Strategy Processes,
Service Design Processes
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