1. How users request services
1.1 Ongoing service interactions
Different approaches to provision services for users:
1.2 Service requests
Key message: a request (service request management) from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery
This is a significant part of the service journey:
Rules/conditions for service requests are agreed and communicated:
1.3 Service desk interactions
Service desk (service desk practice) is closely integrated to other practices and support value streams
Must have defined/dedicated interfaces so the user can connect efficiently and consistently (user‐friendly, simple…)
Must have agreed rules for triage and prioritization, resolution and communication (rules will depend on type of event, impact, contact channel, service…)
1.4 Moments of truth
Key message: any episode in which the client comes into contact with any aspect of the organization and gets an impression of the quality of its service. It’s the basis of setting and fulfilling client expectations and ultimately client satisfaction
Every interaction is a possible moment of truth either positive or negative:
Turn each negative moment of truth to a positive by utilizing the right resources and capabilities, to make the right decisions and provide the right service
A key interaction or touchpoint:
1.5 Intelligent disobedience
The act of breaking the rules to do the right thing
Simple and common in everyday lives (improves our lives and are genuinely appreciated)
To manage the unexpected when rules are not sensible:
Remember, default action is to follow the rules
2. User communities
Activities:
Benefits:
Creation and maintenance:
Superusers:
3. Encouraging and managing feedback Establishing continual effective feedback gathering and processing:
Service providers need open, direct, and comprehensive feedback Users and customers may be reluctant to provide feedback, often due to negative experiences in the past |
3.1 User feedback
Challenges | Solutions |
People don’t believe feedback will be acted on Feedback channels are not convenient No time to provide feedback Afraid of being punished for negative feedback Assume others have provided the feedback already |
Policy to welcome all opinions Process feedback individually, manually if possible Not just automated responses Make improvement work visible Reward feedback (gamification) Actively seek feedback Ensure interfaces are convenient and secure Monitor social media and user communities Provide feedback on social media Follow the guiding principles |
3.2 Customer feedback
Challenges | Solutions |
Customers expect users to provide feedback Customers wait to be asked for feedback Customers don’t have time to offer feedback Customers don’t listen to user opinions, just rely on metrics and reports Feedback channels are not convenient |
Policy to welcome all opinions Provide user feedback to customers Regular human‐to‐human feedback sessions Ensure interfaces are convenient and secure Follow the guiding principles Make improvement work visible |
Go back to ITIL 4 Managing Professional Certification Course: Drive Stakeholder Value (DSV) to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.
When you are managing a team, “how to be a good manager” is the “must”...
As manager, I am doing many reports, even when I was an ITIL consultant, I still needed to do many reports...
ITIL V3 is going to be obsolete...
Managing an IT service when I start a new company is not an easy task, particularly true, if the service...