ITSM Essentials – Customer Centric IT Service Management

In today’s IT landscape, there are continuous demands for CIOs to show customer focus, business value and to cut waste from the IT organization. Implementing IT Service Management is then often seen as counter-productive as it requires capacity and thus adds costs where the benefits are not immediately apparent.

Where nobody will disagree to pilots constantly being trained and tested on how to operate a plane, we apparently question the need to have our IT staff trained on how to establish, manage and innovate our IT environment on which we more and more depend to do our business. IT Service Management, when implemented right, provides that structure and is the pathway to show and increase customer focus, while removing waste and creating a way of working and culture across the IT Organization to continually improve user experience and impact in the business.

In this video, we will explain why and how to implement IT service management to show direct value to the business and the end user as well as to build the foundation on which methods as Lean IT, Agile and DevOps build and flourish.