Enhance Business Value through Customer-Centric IT Service Management
ITSM 2.0: Both unnoticeable and remarkable at the same time.
- Business units are IT’s customers. However, some IT departments are not doing enough to deliver quality customer service.
- IT is often too busy fighting fires to focus on delivering customer service excellence.
- If IT is just providing technology services and not focusing on customer service, they will be outsourced to the Cloud.
Our Advice
Critical Insight
- Traditional ITSM emphasizes development and supply of IT services through best practices, which is technology-focused. Info-Tech recognizes the need for a customer-focused business model and recommends the adoption of ITSM 2.0, which views every decision and action through the lens of the customer experience.
- Implementing customer service practices in your IT department will prove to be very beneficial.
- Customer service excellence is the delivery of exceptional services that are both unnoticeable and remarkable. A happy customer can be a silent customer. By preventing a problem from ever becoming a problem, customers will be more satisfied with IT services.
Impact and Result
- Change the ITSM philosophy of your IT department to one that focuses on the customer experience.
Improve IT success and add business value by delivering customer service excellence through:
- Enhanced Customer Engagement: The act of giving your customer fulfilling and rewarding interactions, and exceeding their expectations.
- Behind the Scenes Excellence: The unnoticeable processes that prevent a problem from ever becoming a problem, thus reducing business disruptions. - Prepare your organization for this change through project communication, and stakeholder, change, and workforce management.
About Info-Tech
Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.
We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.
What Is a Blueprint?
A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.
Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.
Need Extra Help?
Speak With An Analyst
Get the help you need in this 1-phase advisory process. You'll receive 4 touchpoints with our researchers, all included in your membership.
- Call 1: Manage stakeholders
Use Info-Tech’s Stakeholder Power Map Template and Stakeholder Analysis Tool to focus and prioritize efforts, then speak with a Consulting Analyst to best interpret your results.
- Call 2: Manage change
Understand change management and determine next steps. Discuss getting employees onboard with the change.
- Call 3: Manage the workforce
Use Info-Tech’s Core Competency Framework and Mapping Tool to identify employee strengths and weaknesses, then speak with a Consulting Analyst to best interpret your results.
- Call 4: Manage problems
The problem management process requires some right-sizing. Speak to a Consulting Analyst to ensure the right steps are being taken to prevent problems from happening.
Contributors
- City of Lakeland, Florida
- Steward Mckelvey
- State of Wisconsin Investment Board