Continuing our discussion about ITIL Service Strategy, lets start talking about Sourcing. Sourcing is about analysing how to most effectively source and deploy the resources and capabilities required to deliver outcomes to customers. A sourcing decision is key in determining the best combination of suppliers (internal vs. external) to provide the most cost effective and […]
TO SOURCE, OR OUTSOURCE … THAT IS THE QUESTION! Read More »
In a similar fashion to interviewing and hiring people – the hardest and most expensive exercise is getting the right employee – getting people back into the door is exactly the same. You want that repeat custom as that is what will save you money in your marketing and advertising. One of the key components
8 RULES OF GOOD CUSTOMER SERVICE & 8 STEPS TO DEFINE A SERVICE Read More »
Service Provider Types Although most aspects of service management apply for all types, it is important to differentiate between them. The domains of customers, contracts, competition, market, income, and strategy have a slightly different meaning for the different types. Type I- Internal Service Provider : Type I is a service provider that is embedded within
TYPE I, II AND III PROVIDERS Read More »
Competition is extremely fierce in the world of business, only a handful survive, and some can barely keep up with the demands of the times. That’s why it is necessary to have an idea of what it takes to be successful and an integrated strategy to help maintain excellent service results. ITIL discusses at length
THE 4 P’S OF SERVICE STRATEGY Read More »
English: A business ideally is continually seeking feedback from customers: are the products helpful? are their needs being met? Constructive criticism helps marketers adjust offerings to meet customer needs. Source of diagram: here (see public domain declaration at top). Questions: write me at my Wikipedia talk page (Photo credit: Wikipedia) Once again like in most
DETERMINING THE VALUE OF A SERVICE Read More »
I think you all know that I’m a big fan of ITIL but sometimes I think it does get overly complicated (despite what I’ve said in previous posts). Take the definition of services for example: Internal vs. External OK now, I know its not rocket science by any means, but Internal services are those delivered
ITIL DEFINITION OF SERVICES Read More »
Perhaps somewhat self-explanatory, but Service Strategy is the strategy used by a business to execute its business objectives and meet the customer’s requirements. Utilizing Service Strategy within a business ensures that the business is able to create value for its customers and shareholders by contributing to the value and not just the costs of the
SERVICE STRATEGY – AN INTRODUCTION Read More »
