In 23 years working for the UK government, Ivor Macfarlane moved from forestry to ITSM via prisons, warehousing and training. In 1999 he became an ITSM consultant and trainer. He was an author for ITIL (versions 1, 2 & 3), ISO20000 and ITSM library and an ITIL examiner since 1991. An active contributor to social media and blogs, he is well known at ITSM events and has presented around the world (40 countries so far and on every continent except Antarctica).
Who is your customer?
We are told to become ‘customer centric’ – to see the services we provide from the customer’s perspective. I’ve been hearing – and saying – this for so many years now you might think we are all now 100 % customer-centric. But that turns out to be a lot harder than just wanting to be – especially for dyed-in-the-wool IT folks.
The term is usually spelt wrongly – as “customer’s perspective” instead of ‘customers’ perspectives”. In a company’s financial support service, the sales team enter new orders, financial support create reports, budget holders check progress and so on and we have admin staff overseeing it, archiving records and backing up data. Which is the customer to centre this service around? Beware of ‘Loudest Stakeholder Syndrome’ where the service gets centred on whoever shouts loudest if it isn’t perfect for them? Realise that if the front line sales team can’t enter orders then sales drop; if the CFO can’t see their dashboard it instantly annoys them and you will know about it. Deciding logically which matters most isn’t so hard, actually focusing the service on them might be harder, and possibly career limiting. Continue reading The customer centric conundrum
Let’s face it, getting everything right the first time is not easy, especially when dealing with complex settings like multi-vendor SIAM rollouts.
Who hasn’t been there – the production rollout deadline is closing in and the amount of known issues and things not considered in the planning phase are piling up. Time to make that unpleasant choice: roll out and live with the consequences or postpone and hope to fix at least some of them. Because once it’s out there, it cannot be touched. Neither sounds very tempting, does it?
What if there was an alternative?
Continue reading Agile Service Integrations – For Real?
Service Flow has brought a concept of conversation to ITSM integrations.
Conversation is an overview of a single tickets lifecycle between all connected endpoints. This view helps the administrators to rapidly see how, when and by whom the ticket has been updated.
Usually when integration is built, it is mainly developed to relay messages. That means that mappings and translations can only be done with the information that the updated message includes at the time. With conversation attribute we at Service Flow bring “a memory” to your integration.
Continue reading Inside Service Flow SaaS – Conversation attribute – What is it?
IT Service business, and specially IT outsourcing business is in a turning point. Traditional outsourcing and managed services business is facing new challenges because of cloud services and consumerization. Service vendors are more or less in an “red ocean” suffering from shrinking margins and slow revenue growth. According to Gartner
“Cloud computing will transform the IT industry as it will alter the financial model upon which investors look at technology providers, and it will change vertical industries, making the impact of the Internet on the music industry look like a minor bleep”
Continue reading How hard can IT be?