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IT Service Experience Essentials

foresterDo you know what it takes to provide the best service for your customer? This post explores some of the essential elements to making sure the customer is the hub of all activities within the actions of your service. Some suggestions for achieving a customer centric service effort comes down to semantics (don't call them users, for one. Call them customers), other suggestions include making a full effort to understanding customer needs, fears, and desires. The posts author, John Rakowski, explains how putting together a service experience package as part of service portfolio management can help get your IT organization closer to a customer centric organization: As an example, if we put together a service experience package for a corporate email service then we should ensure that we have covered all the ecosystem criteria above before offering the service via our service catalog. It is important to note, that Outlook, Gmail or any other email front end is not the service or the only key aspect:

it is just a 'Facilitating Product'. The 'Information' criteria will be detailed because as an I&O Professional you will need to provide information on support, how to purchase or consume the corporate email service but you will also need information back from your internal IT customers such as whether they are mobile in their role. This means we can't carry out service experience packaging without involving our internal IT customers because if we do, we run the risk of 'assumption', a dangerous word when it comes to customer centric IT service delivery!

Rakowski goes on to indicate that I&O organizations must also consider “implicit benefits” of what they provide to the customer. This is very much so out of the realm of traditional service delivery organizations, but making what you provide seem like more of a benefit rather than just a service goes a long way in working alongside your customers and strengthening the relationship between the IT organization and the business as a whole.

About Anne Grybowski

Anne is a former staff writer for CAI's Accelerating IT Success, with a degree in Media Studies from Penn State University.

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