Making IT Work Archives - Page 2 of 5

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 […]

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 […]

The Great Convergence

One of the spectacles of the past 20 or so years has been the competing approaches and frameworks for improving governance, streamlining workflows, and delivering services. Practices like LEAN, Agile, […]

ITIL® Capacity Management – As Easy as 1-2-3

In the ITIL guidance, Capacity Management is broken down into three related sub-processes. In this blog we will look at the three subprocesses and how they help us have better […]

3 Critical Factors in Successful ITSM Adoption (and one to grow on)

Many organizations are working to adopt ITIL practices and improve the quality of services they provide to their customers. Yet many organization, especially larger ones with a broad array of […]