Published 12 May 2015
It all started with a tweet and now I find myself debating Customer Experience (CX) on the AXELOS blog. My tweet posed something of a challenge to AXELOS: “Right AXELOS, I’ve decided here starts the campaign to replace ITIL® Business Relationship Management (BRM) and Servic...
Communication|Customer Experience|End-User Experience|ITIL|Service Desk|Service Management
Published 22 Jun 2016
The scenario animation below shows how a company was able to reduce costs and calls to its service desk by applying the ITIL Practitioner Guiding Principle of Design for Experience. Watch the animation and read the accompanying blog from ITIL Practitioner Architect Team Membe...
Continual Service Improvement (CSI)|End-user experience|IT Service Management (ITSM)|ITIL Practitioner|Service catalogue|Service desk
Published 02 Apr 2015
The customer interface is the place where an organization meets its customers but in ITSM it’s something no one talks about enough, even though it adds so much value. In today’s economy, businesses revolve around the service experience: take the upmarket coffee house concept...
Adopt and Adapt|Best Practice|Customer Experience|IT Services|ITIL|Service Management
Published 16 Dec 2016
It’s a pivotal and exciting moment for the service desk. For those still struggling with their traditional IT service desks that might sound like an odd statement, but significant change is coming. Historically, the service desk’s primary role has been a help desk for when ...
Best practice|Customer experience|IT Service Management (ITSM)|Processes|Service desk|Skills
Published 03 Mar 2017
Developing new applications with a combination of ITIL ® , DevOps and agile methods is transforming results for customers. While DevOps and agile are enabling better communication, improved analysis of customer needs and delivering a quality solution, ITIL adds incide...
Published 24 Jul 2017
Working as the service lead for an outsourced IT company, my challenge is understanding what our customers’ businesses are trying to achieve. Customers expect new ideas and innovation based on what we see other companies doing across a host of industries. But, above all, th...
Collaboration|Customer engagement|IT Service Management (ITSM)|ITIL Practitioner|Strategy execution|Value
Published 19 Feb 2015
In today’s world of technology, businesses need to understand customers and their role in delivering service and value to them. Tech start-ups get this, with delivery teams focused on giving customers what they need and faster than ever before. But how well are organizations...
Collaboration|Customer Experience|IT Service Management (ITSM)|IT services
Published 28 Jul 2016
Focus on value is one of the nine guiding principles described in the ITIL ® Practitioner Guidance and is the subject of the animated video below. Of course it’s so obvious that we should focus on value that you might wonder whether it needs saying at all. The...
Change management|Customer experience|IT Service Management (ITSM)|IT services|ITIL Practitioner|Value
Published 02 Nov 2016
As consumers we expect a high standard of service. Either with your cell phone provider, mechanic or energy company, we’ve got used to certain standards and being treated by businesses in a certain way. Yet in a business-to-business context – including IT service management...
Behaviour|Customer engagement|Customer experience|IT Service Management (ITSM)|IT services|Value
Published 22 Jan 2016
IT professionals do not typically focus on delivering value to customers and that’s because service providers in general don’t understand what value is – it’s not quantifiable, it’s not tangible, it’s not definable, it’s not measureable and so it can frighten them. Manageme...
Customer engagement|IT Service Management (ITSM)|IT services|Processes|Service catalogue|Value