Those that comprise the IT team are truly Jedi Masters when it comes to creating and executing successful service delivery systems. An important aspect of becoming a master is guiding the next generation of hopefuls. IT has the opportunity to spearhead business transformation — bringing service success to the entire enterprise. It’s time for IT to spread the age-old secrets of the IT service management masters.
Service Management Secrets to Success
What are those secrets you might ask? It’s a process that IT has followed, which they are now prepared to divulge to the rest of the company. The first step in the process is recognizing that you are a service-oriented organization and understanding the value of services you bring to the enterprise. Let’s go a little more in-depth with the steps to fostering service delivery success:
Step 1 – Company-wide Recognition of Service Orientation. As with any business transformation, it’s important for the entire company to be on the same page. Such is this case when a company wants to create a service culture. This means that employees believe in a shared purpose toward creating value for internal and external customers. Once that recognition and shared purpose is recognized, organizations map out what value their services bring to those customers. Understanding the value of each service offering will begin to foster service-oriented behavior.
Step 2 – Engaging Internal Employees. You are now fostering a service-oriented corporate culture. Now comes engaging all of the pieces of the puzzle — the employees of the company. It’s important to figure out how to engage the people at every level in an organization to be successful in the execution of a service management delivery process. Sure, you can have everyone on the same page, but if you don’t find a way for them to be engaged in the execution of the systems and processes, you won’t be successful. What does that engagement look like? Will there be additional training needed to nurture employee engagement? The leaders of organizations should drive purpose and authenticity for employees to drive engagement and implement a successful service delivery transformation.
Step 3 – Quality of Services. This part includes ITIL processes of service strategy, service design, service transition, and service operations, then the performance of those services, and lastly customer satisfaction/feedback.
In order to fulfill the service management culture, processes, strategies, and service management, systems need to be put into place. Just like ITIL’s service strategy process, this is the point where a strategy is created to serve internal and/or external customers. Beginning from an assessment of the particular needs of the customer, the service strategy process determines what particular services the organization will offer and what gaps currently exist in capabilities to make those services successful. You then design the services and then build and deploy them.
Once the services are deployed, you can utilize data, and the reporting and analytics that comes from that data, to determine how your services are performing. This is where metrics like cost per ticket, agent utilization, first touch resolution, and mean time to resolve come into play. You can’t understand the performance of your services unless you capture the data to that will give you the evidence.
Lastly, the point of being a service-oriented organization is to provide value to your customers. How do you know if that value is being realized? You ask the customers! You can pull in customer satisfaction scores or implement other ways of hearing the voice of your customer.
Step 4 – The Customer Experience. This step loops in a large portion of step three, specifically, the voice of the customer. However, step four takes it to a deeper level by gathering and analyzing information about the customers. Service providers capture customer details and activities, at every single touch point of the service process. It’s imperative that providers loop in the customer at every point of the experience process. You cannot build deeper and more effective relationships, as well as improve strategic decision making, without the customer being in the middle of it all.
Dare to Deliver Service Success
Dare to uplift the customer experience and push your company to rewrite the code of the digital age and put people in the middle of their customer experience. Bring back value and embrace the masters of service delivery that have come before you. Service success awaits.
About Laura Miller
Laura Miller is the Senior Director of Sales Operations, ITSM at SolarWinds. She works one-on-one with customers ranging from SMB to Fortune 500, providing them with a modern way to look at service management. Laura's ITIL experience and ITIL v3 Foundations certification provides her with a unique understanding of the service management industry. Her guilty pleasures are anything chocolate, ice coffee, and reality TV.
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