While simplifying things is not so simple, it remains an important key to a great customer experience. The enterprise needs to simplify services, as well as how they are managed.
The digital disruption we find ourselves in today has resulted in an almost unlimited number of choices, which can drive the number of customer touch points through the roof. This can have a negative impact on the customer experience.
A successful customer outcome/experience is one that makes the customer’s life simpler and easier— as well as more successful. The basic improvement techniques of eliminating moments of truth (MOT), process break points (BP) and business rules (BR) apply today more than ever.
These elements — MOTs, BPs and BRs — are often MUDA from the customer’s point of view. This is why we want to streamline the customer journey, right?
The desire to accelerate flow from concept to product through a CI/CD pipeline may also be important to customers. They all want desired new features as quickly as possible, right?
But be careful about our desire to accelerate flow and spew out hundreds of new features that may not necessarily be what the majority of your customers want. Often their basic desires are much simpler, and in fact our frantic desire to find ‘Muda’ inside CI/CD pipelines can lead us back to inside-out thinking.
Another reality is that service management in today’s world of digital disruption is made ever more complicated as existing and emerging practice frameworks evolve. In fact, as service management expands to the entire enterprise now might be a very good time to think about simplifying your service management system.
Why simplifying service management can accelerate value delivery
How you manage services across the entire enterprise is no longer just an IT responsibility.
Establishing a simple, sustainable service management system will provide the basis for meeting customer expectations on a consistent basis and applies to the entire enterprise.
“…simplifying internal processes and structures will have positive impacts on the entire value creation capability of a company.”
Deloitte
The USM Method’s 5 processes and 8 standard workflows apply to all service providers inside or outside the enterprise and is one way today’s enterprise can strike back against the exponential increases in complexity felt by employees and customers.
“Managing complexity well can create… higher returns…lower costs…improved customer satisfaction…”
McKinsey
Want to find out more?
Join me over at ITSM Academy:
September 15th, 2022 at 11:00AM EST for a webinar titled ESM and the Big Re-Think and find out more about the Unified Service Management Method.
I’ll be following this with a series of two webinars over at the itSMF USA with the first one on:
September 22, 2022 at 1:00PM EST titled Simplifying Service Management for the Enterprise: ITIL v4 and the Unified Service Management Method
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