A key part of innovation in Service Delivery is to drive value that the customer cares about
This HBR article clearly highlights the steps to ensure you're solving a relevant problem
Recommended read : Solving the Right Problem
For Service Management a key trap to avoid is solving the most recently raised problem, the issue of the loudest team member, or the idea of the highest ranking executive.
To make sure that you're addressing something with high impact, make sure you have an organizational structure that supports the objective.
You need a Service Owner on the IT responsible for continually meeting the customer needs
But you also need a Customer Representative accountable for prioritizing the capabilities / performance and cost tradeoffs of the service being delivered.
This HBR article clearly highlights the steps to ensure you're solving a relevant problem
Recommended read : Solving the Right Problem
For Service Management a key trap to avoid is solving the most recently raised problem, the issue of the loudest team member, or the idea of the highest ranking executive.
To make sure that you're addressing something with high impact, make sure you have an organizational structure that supports the objective.
You need a Service Owner on the IT responsible for continually meeting the customer needs
But you also need a Customer Representative accountable for prioritizing the capabilities / performance and cost tradeoffs of the service being delivered.
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