Behaviour, Capabilities, Empowerment, End-User Experience, IT service management (ITSM), IT services, ITIL 4, Requirements, Roles, Stakeholder engagement, Value
Successful service interactions are achieved socially. Therefore, a systematic management approach is not beneficial for business productivity. Employees should demonstrate to customers a clear understanding about the status of a situation and what they can expect. This will ensure that customers are left feeling satisfied rather than uncertain.
This white paper discusses the importance of the employees role for stakeholders and the organization.