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Why ITSM Value is Incomplete

How to Determine Value

The business value of IT services is often determined as efficiency combined with effectiveness. However, ITIL sees it as utility plus warranty. Who’s right? Dan Kane says neither is absolutely correct, because both are leaving out customer experience. Customer experience is different than customer service, which is ensuring that customers are happy at the outcome of the project. Customer experience is interested in making the process to that final outcome good as well.

Sometimes the Customer Doesn’t Need to Know

Kane suggests the secret behind a happy customer experience is realizing the customer doesn’t need to know everything. Information shouldn’t be hidden. However, if you are a customer on the phone with a status inquiry, do you want to hear how Bob in such-and-such a department isn’t always reliable and a search will have to be made for missing information? No, you want the information available and a confirmation that the answers to any other questions will be checked into ASAP. That’s the essence of customer experience, because if you work to see things from the customer’s point-of-view through the whole project, the value of the end product will be much higher.

For more on customer experience, read the full blog post at  

Rachel Ginder

Rachel Ginder was a staff writer for CAI's Accelerating IT Success and joined the team in 2013. She also helped with social media and research.

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