Published 10 Jun 2019
Why is the question “who really is your customer” important to ask in IT and IT services? It’s extremely important because it shapes what IT/ ITSM people do and why. It helps us define and focus on the right things, which includes going beyond the superficial view of who a ...
Customer experience|Customer needs|IT service management (ITSM)|IT services|ITIL 4|Value
Published 21 Aug 2019
The ‘age of the customer’ describes how modern organizations need to meet rapidly changing customer expectations and also anticipate their future needs. With technological advancement occurring at an unprecedented rate, increasingly, what distinguishes one organization from...
AgileSHIFT|Customer engagement|Customer experience|Customer needs|Skills|Stakeholder engagement|Strategic objectives
Published 31 May 2019
What is human-centred service design (HCSD) and how does it add value to an organization? It begins when you start to ask the right people the right questions about how IT is performing. The right people are those using the IT! The principles of understanding customer...
Agile|Business solutions|Customer needs|IT services|ITIL|Problem management|Service management|Value
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 service management (ITSM)|IT Services|ITIL|PRINCE2|Service Management
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 20 Jul 2020
Why is mapping the customer journey with a service mindset important for organizations in the digital era? Until recently, customers have mostly engaged with organizations via person-to-person engagement, such as paying in a cheque at the bank. Now, there is an increasing d...
Certification|Customer experience|Customer needs|ITIL 4|Skills
Published 30 Jun 2020
ITIL ® 4 brought many modern concepts and approaches to Service Management. Many of those were previously thought to be exclusive to other areas like marketing and customer service. In this blog post, Airan Romero Savinon, Chief Operating Officer at Openser will cover the...
IT service management (ITSM)|ITIL 4|Service desk|Service management|Value
Published 07 Dec 2018
In the world before ITIL v3 and Continual Service Improvement (CSI) it was part of a service level manager’s job to identify areas for improvement. However, this was ad hoc and happened mostly if a customer was complaining. We used what were called service improvement pl...
Continual Service Improvement (CSI)|Customer experience|Customer needs|IT service management (ITSM)|IT services|ITIL
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 07 Apr 2020
Why is co-creating value within service management such an important concept in ITIL ® 4? While some customers might expect providers to “deliver value” independently, value requires open dialogue and active collaboration between providers and consumers. Everyone needs to a...
Agile|Communication|Customer needs|DevOps|ITIL 4|Service management|Value
Published 26 Nov 2020
In the pre-Covid world, what were the most important elements of customer service interaction and what’s changed? Taking the example of a restaurant, service was about managing the demands of customers such as their waiting time for a table, how long it took to get a menu an...
Customer engagement|Customer experience|Customer needs|Digital transformation|ITIL 4|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|ITIL|Processes|Service catalogue|Value
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 t...
Change management|Customer experience|IT Service Management (ITSM)|IT services|ITIL|Value
Published 13 Aug 2018
When it comes to ITSM programme management, Continual Service Improvement (CSI) through ITIL ® is an opportunity to add value that exceeds customers expectations. Get to know the customer The first step in a contract should be a kick-off meeting and, where possible, d...
Continual Service Improvement (CSI)|Customer needs|IT service management (ITSM)|ITIL|Programme management|Stakeholder engagement|Value
Published 22 Jun 2016
The initiative to establish a service request catalogue to automate fulfilment of the most commonly requested services and allow customers to log their support requests is a commendable one. It would meet the objective of reducing the calls to the service desk and therefore...
Continual Service Improvement (CSI)|End-user experience|IT Service Management (ITSM)|ITIL|Service catalogue|Service desk
Published 07 Feb 2018
Reality TV show Shark Tank panellist and entrepreneur Kevin O'Leary always asks: “How do I make money” when presented with any product. The value to him is simple – getting the biggest return on investment with the least amount of risk. Focusing on value is extremely i...
Agile|Customer engagement|IT Service Management (ITSM)|ITIL|Value
Published 28 Aug 2019
Providing ITIL ® 4 training has introduced me to a whole new range of people beyond the pure IT professionals previously attending ITIL courses . Now, I’m involved with people from sales, user experience and others from organizations with an interest in how IT supports the...
Agile|Customer engagement|DevOps|Frameworks|ITIL 4|Skills|Training|Value
Published 17 Sep 2019
Understanding the power of frequent product releases – typical in agile projects – needs some prior reflection on the more traditional approach to product release, i.e. waiting until a product is built and then releasing it into the system. With that comes a certain feelin...
Agile|Behaviour|Customer engagement|Customer needs|PRINCE2 Agile|Project management|Stakeholder engagement|Value
Published 26 Apr 2018
ITIL ® Practitioner was launched two years ago, expanding IT service management (ITSM) practitioners’ capability to deploy and derive value from the ITIL framework . Since then, how has the guidance helped people on the frontline of delivering IT services? AXELOS sp...
Best practice|Continual Service Improvement (CSI)|Customer needs|Frameworks|IT Service Management (ITSM)|ITIL|Service Management
Published 07 Mar 2018
How agile are we in IT service management (ITSM)? I’ve seen numerous different companies claiming to be agile while – in reality – they’re not. If we refer for a moment to the ITIL Continual Service Improvement (CSI) model, the first step is to define the vision and prop...
Agile|Continual Service Improvement (CSI)|Customer engagement|IT Service Management (ITSM)|ITIL|Processes
Published 10 Mar 2020
Value streams are without doubt my favourite topic in ITIL ® 4, because the concept makes clear how the overall value that a service delivers is a complex combination of sub-components. Now, to explain how value streams work I’d like to invite you for coffee: Going to ...
Customer experience|Customer needs|IT service management (ITSM)|ITIL 4|Processes|Service management
Published 10 Sep 2020
Why are C-suite level managers wary of allowing Agile product delivery methods in their organizations? More and more businesses have adopted Agile approaches in the 20 years since the launch of the Agile Manifesto. However, some leaders remain nervous about investing million...
Agile|Customer needs|PRINCE2 Agile|Project management
Published 04 Dec 2019
How does the legalistic, adversarial and prescriptive nature of the business contract stand a chance of working in the “change-friendly” world of agile projects? While typical contracts specify a solution or output, plus a deadline and price, agile methods work on the prem...
Agile|Collaboration|Customer engagement|Customer needs|PRINCE2 Agile|Project management|Requirements
Published 22 Dec 2016
Having spent an early part of his career in a business relationship management role as a Government IT Service Management (ITSM) contractor supporting NASA, Adam McCullough understands the purpose and value of Business Relationship Managers (BRMs) within organizations. In th...
Business Relationship Management|Communication|Customer engagement|IT Service Management (ITSM)|ITIL|Skills|Value
Published 06 Feb 2020
IT transformation alone – as a functional concept – might deliver a good process outcome. However, the difference between that and digital transformation is like standing on the face of earth and then travelling to stand on the moon. Having just certified via the ITIL ® 4 ...
Business Relationship Management|Collaboration|Customer experience|Digital transformation|ITIL 4|Service catalogue|Service management|Value