A Web Conference Service As A Customer Service Enhancement


Over the last couple of years I have helped with numerous Info Technology Service Management (ITSM) work sessions within the oil and gas and utility markets. The challenge was to develop consensus through recognizing what is very important, making decisions and suggestions and establish direction that would make it possible for the IT company to enhance processes and services provided to their customers. The following short article briefly describes a number of driving lessons discovered that came from our experiences.An ITSM Work Session ought to supply the foundation for your organization to produce the blueprint to push IT services and service value forward. In developing an ITSM effort the following key groups have to be involved: Strategic: CIO and Directors to develop strategic intent, vision and venture objectivesTactical: Supervisors and directors to establish improvement goals, top priorities and program charterOperational: Supervisors and Secret Stake-holders to develop solution, roadmap, service case and task charters.Fundamental to any ITSM session when engaging these groups is to establish a clear issue definition, specified and authorized by the executives or senior guiding committee. This is a location which IT often falls brief. The absence of a clear problem definition adversely affects the tactical and operational levels of the organization and restricts the capability to move on.

When dealing with your groups, construct an understanding of all the work that is occurring in the IT department right now and how it fits within the ITSM support and delivery relationship models. Clarity, training and discussion will certainly be needed to guarantee your individuals comprehend the ITSM relationship and delivery model. By engaging individuals in a defined work exercise, your teams can map out and see how their work aligns with your ITSM program requirements. This is effective in establishing leadership and group buy-in. Develop a clear understanding of your points of pain (PoPs) and the IT maturation. PoPs can be established through concentrated conceptualizing sessions. As soon as collected, your PoPs should be looked at from an organizational and procedure maturity perspective. This is often missed out on as IT has a habit of looking only at devices and processes to resolve problems. Arranged your PoPs with the market maturation model requirements (non-existence, chaos, responsive, proactive, service, value). It is very important that the content be equated into a service management maturity grid and lined up with the Information Innovation Infrastructure Library (ITIL) process classifications. Work to get different IT teams, customers and company representatives’ perspective on the ITSM organizational and process maturity levels. This builds some fact into the PoPs and maturity levels believing by removing IT from a position of working in isolation.Build a company case and program plan that can be turned on by your individuals. At this point you are looking for clear suggestions and enhancement goals (what), advantage realization (why), tactical needs (how) and timespan (when) for which to move your company forward with your ITSM program. This is the foundation for your ITSM program service case and charter that will certainly be divided into job and functional requirements. You will require a strong approved company case and charter to allow you to navigate the challenges that will certainly unfold on your trip and to plainly articulate the streams of work to be completed. There has to be an executive group or guiding committee designated to provide clear strategic support. When forming and using a steering committee, their required needs to be strategic and clear. Tactical task-based reporting can be left to the task management teams and their requirement for task-based outcomes and status meetings.Recognize that ITSM is not an IT tool option. From a business point of view, IT has to stop chasing device options, and “”flavor-of-the-month quick fixes.”” Ultimately, the ITSM program is a company organizational modification program that seeks to arranged IT with the business goals and requirements, alter and enhance processes culture in an effort to control or reduce costs, increase performance and contribute to the fundamental. ITSM programs need to be effectively operationalized. Therefore change management and communication must be at the leading edge.

Work with your groups to have them address “”WIIFM”” and “”WIIFT”” questions (what is in it for me and exactly what is in it for them). Guarantee you developed the fears, doubts and unpredictabilities (FUDs). Be prepared to have a long FUDs list. These will require to be acknowledged and handled within the context of the ITSM program and the change management and interactions plan. Use your people and teams to establish an interaction strategy that takes into consideration your target customer base and interaction requirements. Every organization has an approach to interactions that may or may not align with their business culture. Prepare a clear communications approach and follow it.The information in this article is based upon feedback obtained during helped with ITSM work sessions and the work of dedicated IT professionals. Efforts concentrated on consideration for the strategic, functional and tactical requirements. Ultimately the goal was to enhance IT. It can be done. Excellent luck.BraveWorld Inc. 2007″