1. Engage and listen to customers
Start by trying to understand the customer experience and expectation of IT.
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2. Get problem management working
This is the game-changer that most organizations still struggle with. It requires the right person more than a good process.
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3. Build a service structure based on business outcomes
Services trump SLA’s, so build a picture of what you are delivering across IT.
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4. Report on the useful stuff
Stop producing piles of reports; report on services and on what’s important for the customer and business (not what IT does).
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5. Change and sell the pitch
Success needs to be communicated and marketed – continuously.
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6. Invest in the service desk, the focal point and flagship of IT
It needs quality and investment to make it work for the whole of IT.
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7. Get all of IT working together
It’s not just about the service desk; everyone must play a part and this needs to be made clear and managed with governance.
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