The words service management tends to bring mixed feelings in organisations depending on the experience felt within the organisation.
A lot of the time you find people tend to follow one doctrine or the other and lose sight of the fact of delivering not only a good service but a fantastic experience.
It is a bit like you going to a restaurant and getting great food where the service is speedy and flexible enough to meet changes when they occur.
This sometimes tends to elude the IT service industry. You either get people following ITIL to the letter or someother process like the manufacturing based 6sigma.
In the process the user gets left behind or the quality suffers.
Translation: great service, bad food or bad service, great food.
The industry has a whole needs to look at what it delivers. For it to do this all it has to do is look at the medical profession and the food service industry to work out how best to help it achieve the goal of great service and great experience.
A lot of the time you find people tend to follow one doctrine or the other and lose sight of the fact of delivering not only a good service but a fantastic experience.
It is a bit like you going to a restaurant and getting great food where the service is speedy and flexible enough to meet changes when they occur.
This sometimes tends to elude the IT service industry. You either get people following ITIL to the letter or someother process like the manufacturing based 6sigma.
In the process the user gets left behind or the quality suffers.
Translation: great service, bad food or bad service, great food.
The industry has a whole needs to look at what it delivers. For it to do this all it has to do is look at the medical profession and the food service industry to work out how best to help it achieve the goal of great service and great experience.
