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 partner relationships with both clients and suppliers
What is a Service Portfolio? part of the ITSM Concepts Series
This short video illustrates a Service Portfolio and its main components.
Service Engagement Workshop
ITIL Simulations games provide complex problems requiring cross business and IT team engagement highlighting strengths and weaknesses of business processes and facilitating the successful adoption of new methods.
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