Archives of IT Service Management

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.
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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 […]
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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 […]
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