A customer-centric mentality and an understanding of market trends can help modernize your service delivery processes
As customers become more sophisticated technology users, they have come to appreciate businesses who put them first. CEOs are noticing this trend and are asking their IT organizations to provide customers (external, and internal - employees) with an “Amazon-like” end-to-end IT service experience. Wishful thinking, perhaps. Or is it? When it comes to IT Service Management (ITSM), a customer-centric approach can transform service delivery and provide customers with great experiences.
Unfortunately, the traditional ways of ITSM are still running rampant. And there are several reasons why this is the case. But, first let’s make clear why you are in business in the first place: the customer. The customer is really two personas -– the end customer, and the executive customer. We know the end customer wants a great experience, end-to-end. The executive customer wants that but also wants to know cost, value and what services are being used.
If the customer is the reason why businesses live and breathe, why do some IT organizations insist on maintaining the old ways of ITSM? There are several reasons which I’ll highlight later in this blog post.