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 […]
Changes in IT Service Delivery
There’s a major disconnect afoot. Every aspect of IT service delivery is becoming increasingly complex while organizations are reducing in-house staff in favor of managed services partners who want to deliver the minimum as per the contract. For example, without in-house expertise, how are you solving: 1. The increased demands of business stakeholders?2. The sprawl […]
Improving SLAs
As we talk more and more about Experience Management, please keep in mind that it is a complement to Service Management and the current SLAs and metrics. It will not replace them. Rather, it offers context from the consumer’s perspective.
Critical Success Factors
The topic of Critical Success Factors is not discussed enough. We need to understand the criteria for success before embarking on the initiative. Below is another excerpt from my book, ITIL4: The New Frontier. ========================================= In every part of our lives, we have Critical Success Factors (CSFs). A CSF is a leadership term for an […]
Impact of Experience on the Bottom Line
As I learn more about the applications and implications of Experience Management – and its potential impact on IT Service Delivery – the Return on Investment is unmistakable. It has been proven that improved experience drives better services which brings money savings and increased funding in the future. The secret is understanding the service delivery […]