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.
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 Its outdated and rooted in process and capability centric ‘best practice’ frameworks created for a world 20 years ago, they start and end with an ‘inside-out‘ approach – in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.
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’.
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.
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.
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.
Service Management Perspectives
Next Webinar: “If Disney Ran Your IT Organization…”
December 3rd, 2pm US EST – Reserve Your Seat Now.
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 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?
One of the best ways to enhance your knowledge of service management.