Bill Payne

This article revisits the three worlds of IT concept within the context of service management and extend those concepts into today’s world of customer experience and digital transformation.

Even with sophisticated tools that support the consumerization and customer experience trends, IT service and support professionals must address the psychology of those seeking services and their emotional journey during a service interaction. To optimize the customer experience and achieve greater customer satisfaction, we must recognize and address the work-style preferences of modern knowledge workers and deliver our services with transparency.

A service management roadmap is primarily useful for coordinating and implementing service improvements. A scorecard-based service management roadmap is one way to measure and then manage your continuous service improvement (CSI) activities. A scorecard-based approach uses a holistic source of inputs for CSI efforts and creates a very versatile output.

When delivering services, people use processes and tools to achieve the desired outcomes. The processes themselves are supported by tools and used by people. Those tools should be designed to support the processes, and they should be easy to use. The primary linkages between these elements are system design, system training, and performance management.

The empowerment framework in this article provides a vocabulary for situational role clarity. This role clarity is further enhanced by a progressive hierarchy of leadership activities and a proven technique for gaining rock-solid alignment while promoting empowerment.

If you agree with ITIL, successful service management is the result of “an appropriate mix of people, process, and information technology.”1 While ITIL is touted as a systematic approach that treats all three components equally, in practice it often focuses more heavily on the process side. However, to be successful, service managers must complement their process management skills with effective people management techniques. Only by combining people and process management will service managers… Show more

If you agree with ITIL, successful service management is the result of “an appropriate mix of people, process, and information technology.”1 While ITIL is touted as a systematic approach that treats all three components equally, in practice it often focuses more heavily on the process side. However, to be successful, service managers must complement their process management skills with effective people management techniques. Only by combining people and process management will service managers will meet or exceed their service delivery objectives and build organizations that are self-directed in achieving continuous service improvements. Show less