At Evergreen, we think the traditional approach to IT Service Management is broken. For the past decade we have been doing it the same tired, old way - Incident, Problem, Change and a little Knowledge. At the end of it, we may be running a little better – but so what? What about the customer? Are we making a difference for them? Or are we waiting to phase 2 or 3 to even think about them.
This old model is broken. Demand more! If you start with the customer in Phase 1, you absolutely can deliver a big customer experience improvement right away. One the customers and the CIO will notice. And if you are already a couple of years into your latest ITSM journey – even more importantly - NOW is the time.
When we start with the customer we do things differently. We focus on preventing Incidents, rather than handling them. We use self-service and automation across ITSM to make customers happier AND reduce the work of IT. We see services as end to end team value chains, rather than disconnected silos – and this better understanding leads naturally to better informed, smaller changes with less change failures, because we know better. And Knowledge? It becomes a powerful, beautiful, self-enablement learning experience we can use to change the value of enabling technology, for all our customers.
Start with the customer, and it changes everything.
Staying Ahead of the Game: Continuous Improvement and Innovation in IT Services