What is the statute of limitations on ITSM transgressions? I hope they have long past, since I am now confessing some of my past sins.
I used "process improvement" interchangeably with "service improvement".
There. I've said it on the Internet, where everything is indisputable fact. Good to unburden myself like that. It's like a good cleanse.
I'm amazed by how often I come across CSI (Continuous Service Improvement) efforts that list things like fewer incidents or process efficiency as the primary goals. But again, I once did the same thing. Much ITIL and process maturity direction tries to sell the idea that "better" process is all we need to do to reach better service offerings. Process metrics like first contact resolution, mean time to restore, and self service growth are constantly presented as THE way to measure success in IT service management. Of course there are outliers who offer different measures, but the fact that they are outliers speaks volumes.
Here's the confusing part: We are providing a service that is also a product. Customer interactions with individuals delivering the service are part of that service. We call those interactions "providing service" or "customer service". This word service is used all over ITSM, so it's easy to confuse the service product with the activity of customer service.
Let's be clear. Incident management is not a service. It controls a process or series of activities done in order to restore a service to normal working state. Measures of incident management or customer service have no direct correlation to the willingness of customers to consume your service-product. Those measures may have an indirect connection. Please allow me to paraphrase Deming:
You can have great customer service and zero service customers.
(Or in ITIL speak: You can have great service processes and zero service customers.)
This is also true: You can have lots of service customers and lousy customer service (or lousy service processes).
While service process quality is certainly a variable of overall service quality, they are not synonymous. More or better process definition does not mean better service. More process can even lead to degraded overall service-product. (See "Is your IT Team and Budget a Victim of Process Over-Engineering?")
It's well documented that I am not a fan of First Contact Resolution as a success metric. I'll take it a step further and say that ITIL process metrics should never be used to measure service success. Process improvement does not mean service improvement. Service Request process improvement to CMMI level 4 doesn't mean you are delivering an improved service. It can be a tactic used to reach improved service, but it can just as easily end up being an expensive boondoggle that does nothing to improve your service-product.
Service Improvement is about value. Do my customers feel they receive sufficient benefit from their cost investment? Do they like doing business with me?
I've come across ITSM practitioners where their CIO had set a goal of reducing incidents by 2%. And that's their CSI initiative. What the heck does fewer incidents have to do with service value? Enough!
I've come clean. Are you ready to as well?
Edit: I've posted a follow up article to address some questions.
Thank you for sharing such kind of precious information with us.It really useful for many of them like me.
ReplyDeleteSoftware Testing Training in Chennai
software testing course in chennai
JAVA Training in Chennai
Python Training in Chennai
Hadoop Training in Chennai
Selenium Training in Chennai
Software Testing Training in Chennai
Software testing training in Tambaram
Big data is a term that describes the large volume of data – both structured and unstructured – that inundates a business on a day-to-day basis. big data projects for students But it’s not the amount of data that’s important. Project Center in Chennai It’s what organizations do with the data that matters. Big data can be analyzed for insights that lead to better decisions and strategic business moves.
DeleteSpring Framework has already made serious inroads as an integrated technology stack for building user-facing applications. Corporate TRaining Spring Framework the authors explore the idea of using Java in Big Data platforms.
Specifically, Spring Framework provides various tasks are geared around preparing data for further analysis and visualization. Spring Training in Chennai
The Angular Training covers a wide range of topics including Components, Angular Directives, Angular Services, Pipes, security fundamentals, Routing, and Angular programmability. The new Angular TRaining will lay the foundation you need to specialise in Single Page Application developer. Angular Training
It certainly isnt service improvement
ReplyDeleteProcess Improvement
The article is so informative. This is more helpful. Thanks for sharing.
ReplyDeleteBest online software testing training course institute in chennai with placement
Best selenium testing online course training in chennai
Learn best software testing online certification course class in chennai with placement
This is a very interesting web page and I have enjoyed reading many of the articles and posts contained on the website, keep up the good work and hope to read some more interesting content in the future.web design company in velachery
ReplyDeleteThe article is so informative. This is more helpful for our
ReplyDeletebest software testing training in chennai
best software testing training institute in chennai with placement
software testing training
courses
software testing training and placement
software testing training online
software testing class
software testing classes in chennai
best software testing courses in chennai
automation testing courses in chennai
Thanks for sharing.
This is the first & best article to make me satisfied by presenting good content. I feel so happy and delighted. Thank you so much for this article.
ReplyDeleteLearn Best Digital Marketing Course in Chennai
Digital Marketing Course Training with Placement in Chennai
Best Big Data Course Training with Placement in Chennai
Big Data Analytics and Hadoop Course Training in Chennai
Best Data Science Course Training with Placement in Chennai
Data Science Online Certification Course Training in Chennai
Learn Best Android Development Course Training Institute in Chennai
Android Application Development Programming Course Training in Chennai
Learn Best AngularJS 4 Course Online Training and Placement Institute in Chennai
Learn Digital Marketing Course Training in Chennai
Digital Marketing Training with Placement Institute in Chennai
Learn Seo Course Training Institute in Chennai
Learn Social Media Marketing Training with Placement Institute in Chennai
Great Article. Thank you for sharing! Really an awesome post for every one.
ReplyDeleteProject Centers in Chennai
JavaScript Training in Chennai
Final Year Project Domains for IT
JavaScript Training in Chennai
At that point, set up transformation pipes in Google Analytics to follow the absolute number of changes from site design improvement. blog comments service in 1$
ReplyDeleteI think this is an informative post and it is very useful and knowledgeable. therefore, I would like to thank you for the efforts you have made in writing this article. Orla customer care
ReplyDeleteThank you for taking the time to publish this information very useful! שרת וירטואלי
ReplyDeleteTook me time to read all the comments, but I really enjoyed the article. It proved to be Very helpful to me and I am sure to all the commenters here! It’s always nice when you can not only be informed, but also entertained! nemzetközi fuvarozásEuropa-Road Kft.
ReplyDeleteSuch a wonderful blog, I got new information from this article.
ReplyDeleteios mobile application development
ios apps development
hadoop technologies
importance of cloud computing
what is cloud in cloud computing
node js advanced interview questions