Providing an Amazon-like customer experience requires knowing the three constituents of a service
The following statement may be difficult to swallow for us folks in the IT service management community: "Traditional ITSM is just plain wrong. Why? Because it puts the customer last."
In the last decade, companies like Amazon (and Apple and Google) have transformed the whole customer experience. Seeing this evolution, four years ago I asked myself, “Why can’t our ITSM customers have the same thing: beautiful self-service experiences?” Following Amazon’s example, I discovered that they can. And, I challenged my thinking on ITSM, ultimately learning that an approach that is “customer in, rather than IT out” works best. This is Customer-Centric ITSM.
Here's what happens when you put customers first. Instead of just handling incidents, you focus on preventing them from happening in the first place. You combine self service with automation to make customers happier AND reduce the work of IT. You see services as end-to-end team value chains, rather than disconnected silos. And, knowledge becomes a powerful, beautiful self-enablement experience in and of itself.
So, can anyone deliver beautiful, self-service experiences like Amazon? Yes. But you must build it.