Whether it recognizes it or not, IT is now performance managed by its customers as any service business or service provider organization, and has to check its its organizational culture and practices fit the need, or plan to transform them to ensure the success of those it serves. These six discrete responsibilities provide the basis for this important checklist.
Many of us have a bucket list of key documents and methods we feel we need to succeed. Our lists are collected and refined over time from work experience, and from sources such as ITIL®. If you don’t currently have a list, a casual read of the core ITIL references, and a quick check of [...]
Answering Four Fundamental Questions “Outside-in” thinking is a philosophy and management approach that places the interests of customers ahead of the organization’s capabilities. Organizations that adopt an “outside-in” approach focus on satisfying their customers by efficiently and consistently delivering a combination of superior service experience and successful customer outcomes. In economically stressful times, management teams […]
This article, taken from a series designed to illustrate how inside-out thinking impacts one or more aspects of the relationship between a service provider and a customer organization, contrasts the effect of inside-out thinking with outside-in, or customer first thinking.
In this brief article I would like to start the discussion on how to calculate the number of moments of truth you may have, and may have to manage, within your organization.
Service management initiatives face their own moment of truth, in the form of management decisions to fund, pause, or perhaps even cancel them. Remember, their goal is not the implementation of an onerous best practice framework, rather the means by which customers are served better. Management gurus continue to warn us that in today’s service […]
Archie the consultant beamed with pride at the newly gained RealITSM Expert certificate he had just finished hanging in his home office. Below that on his desk, freshly opened, was confirmation of his hiring by a large finance company to design and deploy a service management initiative. His email system announced the arrival of a […]
The Consequence of Not Knowing How to Be a Customer As many of you might recall, Tinkerbell is the fairy in the play Peter Pan, who is revived from near death by the belief of the audience in fairies. As Tinkerbell lies dying from drinking Peter’s poisoned medicine, she tells Peter she could live, but […]
How a $150 fax became a component, configuration item, asset and service, all in one day. Over the years I have compiled a library of stories I use to help explain problems, concepts and methods to fellow service management professionals. Recently, I was encouraged to share my story about ‘Ethel and her fax’. I use [...]