ITIL Service Management
ITIL Service Management
In a digital transformation context
Congratulations! You have successfully delivered a project on time and on budget. Or perhaps you have delivered critical features within a pre-defined number of iterations and upper management, thanks to the feedback from users, considers this a success. What comes next?
ITIL Service Management
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The project has been successfully delivered and handed over to the daily business. Now the customer experience has to be maintained via systematic quality service delivery. Also, the phasing out from project to operations requires a systematic approach, which may or may not be part of your methodology. Once fully operational, service levels (SLAs) must be established so you can assure all stakeholders – via metrics – that you are delivering an exceptional user experience.
Remember, digital transformation is all about customer experience. You need to maintain high levels of service across all your channels all the time. Where to start? You should consider a comprehensive Service Strategy.
At Agile Systems GmbH we use ITIL as our IT Service methodology:
Furthermore, digital transformation requires servicing all kind of channels: physical, digital. This has to be delivered to all kind of stakeholders: customers in different geographies, languages, marketing segments, etc. And this must be done in a consistent manner.
Also, in order to achieve this while holding up stakeholder value, you naturally need to have your strategic plan. To this end, ITIL is the ideal methodology to support your service strategy, from single channel to omni channel service.
A quick-win in service is to maximize your self-service support with a wiki, customer portal or at least FAQs. According to Forrester Research, 72% of customers prefer self-service to resolve their support issues over picking up the phone or sending an E-Mail. (Source: Kate Leggett, Forrester Research )
Do you have a Service Strategy in place to support your digital transformation goals? Are you using ITIL or a similar methodology? What kind of service technologies do you use?
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