Outcomes
Consumers of IT services want one thing: outcomes.
For far too long, we’ve measured process and steps when we should have measured the outcomes.
This is where Service Management and Experience Management join to improve the services.
If you walk into a deli or sandwich shop, you order, then wait for your food.
Take the analogy to IT services.
As the consumer, you are concerned only with the sandwich and the Experience.
As the provider, the deli obtains the ingredients and builds the sandwich, delivers to you, then ensures the rest of the restaurant is clean.
Imagine if we only measured the deli metrics. They’d be incomplete.
But, a combination of both Experience and Service Management leads to an optimal outcome.