Archives of #ITIL implementation

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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 the Customer do? and  How can we provide for the Customer’s needs? Patrick von Schlag digs into which questions to ask and what value the […]
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ITIL implementation — the big picture

I’m currently helping to support a large scale introduction of the ITIL processes (at least some of them) to a large military organization. While there is a lot of focus on the blocking and tacking around processes, supporting tools, and the like, it never seems to amaze me how every one of these adoptions are […]
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