The Service Experience and Customer Satisfaction is Everything

Success is determined by the customer.  The service experience is the greatest influence over customer satisfaction.  Knowing the activities performed in pursuit of successful outcomes, the key interactions within the service experience directly affecting satisfaction, and the emotions and work effort these drive, are at the heart of a ‘this generation’ service management strategy and approach.

How to Succeed with Service Management

Is Your ITSM Initiative Doomed to Fail?

Traditional ITSM thinking fails the customer and its sponsors.  Its outdated and rooted in process and capability centric ‘best practice’ frameworks created for a world 20 years ago, they start and end with an ‘inside-out‘ approach – in the hope of a return from an expensive, complex, lengthy, and high risk feat of engineering.

Check 10 Common Indicators

4 Key Concepts and 2 Methods Your ITSM Education Must Contain

Traditional ITSM education contains a fraction of the concepts and methods you need to successfully apply service management thinking within the modern enterprise.  You deserve education on service management that is relevant, always up to date, and designed help you meet the challenges posed by cloud computing, anywhere, anytime access, and the expectations of the ‘digital consumer’.

The service professional's 'bucket list' of learning

1-2-1 Practitioner Sessions

Propel your career and enhance the chances of project and organizational success applying service management concepts and methods, by reserving a personalized workshop with an expert practitioner.

Get up to a full hour of uninterrupted time to work one-on-one with a recognized expert on the service management topics of your choice.

Learn More

The Perspectives Webinar Series

Every quarter we offer a unique program of free and fee-based webinars designed to help you develop and enhance your professional knowledge, skills and abilities.

Our Summer webinar series includes a free service management bootcamp, insights into how customer support models in ‘retail’ industries, and practitioner guidance on managing the service experience and other key supporting processes, including incident, problem, change and configuration management.

View the Webinar Calendar

Request a Complimentary Consultation

Are you having problems persuading leadership to commit to a service management program of change?

Do you need to adjust the organizational culture and worried it could prove too big a step, or concerned your approach to service management is too complex and may fail?

We offer you the opportunity discuss your situation with Ian Clayton, one of the world’s leading experts.

Request Your Consultation

Service Management Perspectives

Next Webinar: “If Disney Ran Your IT Organization…”

December 3rd, 2pm US EST – Reserve Your Seat Now.








6-Step Outside-In Service Management Program

This program uses your own actual situations, carefully selected as indicative of what happens now within your organization, as the basis for showing you how to put service management thinking into immediate and practice.

Indicators of Inside-Out Thinking

Indicator 01

“We are unable or find it difficult to describe our value to those we serve, our customers”

Indicator 02

“Key staff members are unable to state clearly who our customers are, and what we do for them.”

Indicator 03

“The view of our customers, what they care about most, differs significantly across our organization.”

Indicator 04

“The view of how we serve our customers differs significantly across our organization.”

Indicator 05

“When compared, more time is spent on internal issues, processes and conflicts, than on discussing the customer needs and outcomes.”

Indicator 06

“Few of our decisions are explicitly driven by customer needs.”

Indicator 07

“We have major difficulties getting current and reliable information on the customer needs, goals, and planned activities.”

Indicator 08

“We have major challenges getting the customer to attend what we regard as vital meetings to discuss their needs and our capabilities.”

Indicator 09

“We have trouble adapting to normal variations in customer operations, and get ‘blindsided’ by changes in their strategy and behavior.”

Indicator 10

“We do not know how our efforts relate to the interests and desired outcomes of our customers.”

Indicator 11

“We are rewarded based upon the amount and timeliness of work we do, not the results we help our customers achieve, or their level of satisfaction.”

Indicator 12

“Our organization’s performance measures are more focused on the internal work activities, processes, or the technology, the ‘what’ and ‘how’, than on the customer outcomes, the ‘why’.”

Indicator 13

“We find ourselves trying to apply one set of rigid practices or a process ‘best practice’ guidance to all customer situations and scenarios.”

Indicator 14

“We believe there is a direct correlation between the maturity of our internal processes and the value we deliver to our customers but unable to report that connection.”

Indicator 15

“We are unable to accurately measure and respond to our customer’s levels of satisfaction in real-time.”

The Definitive Service Management Class

The education you deserve answers these ten key questions and more about service management and how it can be applied within a service provider organization to improve organizational performance and levels of customer satisfaction:

What is driving the IT expectations of today’s consumer and business enterprise?

Where do traditional IT Service Management strategies succeed in addressing these imperatives?

What is service management, its origins, principles, key concepts, and value proposition?

What are the critical components of a service management system?

How do I transform organizational attitude, behavior and culture?

What are the Business and IT Management Imperatives for organizational success?

What are the most common mistakes and how can they be avoided?

How do I ensure customer centricity and relevance?

What are the key organizational roles and responsibilities?

What is the most successful approach, where to start and how to adjust an existing initiative?

This course is delivered as part of a specialized curriculum for service management professionals offered in cooperation Service Management University™.
View Course Outline


One of the best ways to enhance your knowledge of service management.

As a One to One participant, you choose the topic and the time from a wide range of service management areas, included but far from limited to those suggested above.
Reserve Your 1-2-1 Session
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