1 Axios Systems Webinar Stephen Mann Senior Analyst, Forrester Research, Inc 40 Minute Presentation. “Using ITSM to Increase Business User Satisfaction and the Perception of IT” Joe Beighley Business Solutions Consultant, Axios Systems Facilitator and Q&A Blog.axiossystems.com @Axios_Systems Axios on LinkedIn Join the LinkedIn Conversation: j.mp/XX4hzt Or search LinkedIn Groups: “How to Increase IT Customer Satisfaction” #ITsatisfac tion [email protected]m The Webinar will start shortly
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
1
Axios Systems Webinar
Stephen MannSenior Analyst, Forrester Research, Inc40 Minute Presentation.
“Using ITSM to Increase Business User Satisfaction and the Perception of IT”
Joe BeighleyBusiness Solutions Consultant, Axios SystemsFacilitator and Q&A
Blog.axiossystems.com
@Axios_Systems
Axios on LinkedIn
Join the LinkedIn Conversation: j.mp/XX4hztOr search LinkedIn Groups: “How to Increase IT Customer Satisfaction”
The rising importance of “the customer” and “business value”
13
Survey: Question 1
Q. Do you consider the people that consume your IT services to be:
1. End Users
2. Internal Customers
3. Business Users
4. Other
What is (IT) Service Management?
“The implementation and management of quality IT services that meet the needs of the business.” ~ ITIL
“A discipline for managing IT systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.” ~ Wikipedia (Charlie Betz)
“Service management is a systematic method for managing the offering, contracting and provisioning of services to customers, at a known quality, cost and designed experience. Service management ensures the desired results and customer satisfaction levels are achieved cost effectively, ...” ~ USMBOK
BUSINESS VALUE
Where Does Your Organization Fit?
TechnologyCentric
ServiceCentric
CustomerCentric
Evolve through this progression but aim high!
AimHere
Where do your customers think you are?
16
Survey: Question 2
Q. Do you consider your IT department to be:
1. Technology-centric
2. Service-centric
3. Customer-centric
I’ve got the wrong focus and I’m using the wrong language
What does the business expect from IT? What do they see as delivered “value”?Other than high-quality, business-enabling IT services: