Systems Thinking: Part 1
Systems thinking helps us properly evaluate solutions to novel and existing problems. Patrick von Schlag introduces the Cynefin Model.
Making IT Work episode 10: The Agile Mindset
The Agile Mindset Making IT Work episode 10 discusses differing aspects of the mindset and how it should be used throughout the business, not just in programming.
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.
Making IT Work episode 6 Customer Journeys: Offer part 2
In this episode Patrick von Schlag takes a high-level viewpoint to discuss how Best Practice frameworks impact the design of service offerings and structure bid development. LEAN Agile DevOps ITIL4
Making IT Work episode 5 Customer Journeys: Offer
Customer Journey: Offer explains the process and acronyms for creating the business case for the relationship, defining a minimum viable product, and exploring and clarifying customer needs.
Making IT Work Customer Journeys: Engage Relationships
ITIL Service Relationships can work for work for both customers and providers when both parties understand the needs and capabilities of the other. Explore how these relationships develop and evolve in this episode.
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: Explore
Mapping the Customer Journey: Explore The journey opens with work on Understanding the Customer. The beginning of the relationship starts with questions around Who is the Customer? What work does […]
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 […]