Making IT Work episode 8 Customer Journeys: Onboarding
Successful Onboarding needs a clear chain of responsibility, a coherent process and minimized risks to achieve optimum outcome and minimal stress.
Making IT Work episode 7 Customer Journeys: Agree
Service Level Agreements impact the value to both the customer and the service provider and encompass more than Utility and Warranty. Learn more about the formal development process with Patrick in this episode of Making IT Work.
Mapping the Customer Journey: Engage p1
Mapping the Customer Journey: Engage p1 Reaching desired business outcomes requires listening to build a comprehensive and effective relationship. Listen as Patrick von Schlag presents the foundation for building […]
Mapping the Customer Journey Part 1
Mapping the Customer Journey provides a basic template for understanding how a customer feels at each stage of a service engagement. While it may look like a sales cycle from […]
The ITIL 4 Journey – One Year In
Blog post – The ITIL 4 Journey – One Year In Axelos was nice enough to ask me to write an ITIL 4 blog post a little while ago on […]
Putting the Service in IT Service Management
Many people understandably think about ITIL as a process framework. When you describe good practices for 25+ processes and capabilities it seems a no brainer. Yet when you look at […]