This is the third and final posting in a three part series on Effective Service Management. Posting one discussed three focus areas for success. The second posting reviewed the components of effective service management. In the final posting, we look at how to understand the customer experience.
Understanding the Service Management Experience
Many organizations attempt to understand the effectiveness of service management using operational metrics such as availability, response and resolution times, service level compliance, etc. While these metrics provide useful information regarding the performance of the IT Service Provider, additional information is needed to provide a well-rounded view of the success of service management.
The customer or business determines the value of the services provided. Did the services meet the customer’s requirements? Was the outcome as expected? Was the service delivered at the expected cost? Is the customer actively using the service? What downtime did the customer experience? What was the cost of the downtime? The answers to all of these questions help to form the customer’s perception of value. The perception of value is a component of service management effectiveness measures.
To fully understand the success of service management in IT, standard operational metrics should be combined with customer perception and satisfaction data, financial data such as cost and return on investment, and business based outcomes. A scorecard reflecting performance in these areas will provide a more holistic view of overall success.
Effective service management in IT combines the people, process, and technology required to enable the business to achieve their objectives. When successful, the IT Service Provider becomes a trusted business partner providing the service infrastructure required to foster innovation, competitive advantage, and business excellence.
Service management is a journey. While the IT Service Provider may demonstrate success through metrics and a strong partnership with their customer, ongoing success requires continual focus and diligence to ensure high quality, cost effective IT services are provided based on the changing needs of the business.
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