It is today's IT Business there many incoherent and complex challenges to be tackled by a service manager. With the help of ITIL many companies are and were able to streamline their internal processes and design their services more efficiently. However, the day-to-day work experience as a service manager shows that despite (or perhaps because of) ITIL the focus often lies on internal conflicts, internal interests and resource conflicts.
It sometimes appears as if the efficiency of individual processes has a higher priority than customer needs. The service managers, who’s task it is to meet the customer needs (sometimes even despite agreed KPIs), often finds themselves in a situation where they experience major resistances while trying to achieve or save the business value of the offered services.
In ITIL (2011) the customer focus aspect is majorly covered by the service strategy which ensures the recoverability to the business ("IT value through Business"). However experience has proven that this customer's perspective has not been adequately reflected in many implementations to the extent conflicts often needs to be prioritized, resolved and deesclated by involving management, service managers and account managers or business partner managers.
Precisely this view has now been incorporated into a framework by Ian Clayton (one of the contributors in ITIL (USA)). The "outside-in" view is the USMBOK major viewpoint in Service Management for delivering Excellent Services with the the hope that this perspective and Framework will be used intensively in future for Service Management Implementations.
Our employees are experts in the following Service Management fields:
- Design and Planning of Service-Models and their necessary processes
- Definition of KPIs
- Implementation and negotiation of SLA, OLA
- Toolauswahl und -einführung