How often have we heard phrases like “we have an incident with the Internet proxy”. Well, this denotes a void Customer Service Orientation.
If we work on the basis of ITIL framework, the right message would be that “we have an incident with the Navigation Service”.
Continuing with our example, imagine we have such an incident on the Navigation Service, caused by a ruptured disk in one of the proxies balanced architecture.
Consequently, users report to us “Service incidents” (i.e. I can’t connect to the Internet). We receive such incidents at our service desk, determine that the root cause is in the ruptured disc, perform the relevant action to replace it, solve the incident and close the service ticket. Well, this would be an example of a disastrous Service Management based on ITIL®. Again, we have focused on to the “Component” and not to the “Service”.
The right thing would have been to contact the users affected, suggest them to restart their computers, so that their navigation passes through another proxy and thereby restore the Delivery of the Service. Following the restoration of the Service, close the “Service incidents” tickets of the users. Then open an internal problem (in the Production division) and replace the faulty proxy server disk.
It is therefore a very different treatment of a ticket incident for the Delivery of a Service, than for the Production of it.
This will result in greater compliance with Service Level Agreements(because it is not necessary to keep the Service tickets open until the root cause is repaired). Also it results in greater customer satisfaction (because we have firstly focused on resolving what was needed –deliver Navigation Service to users- and later fix the problem).
In short, it is a Critical Success Factor (CSF) having a Service-oriented IT organization to maintain a relationship of long-term as a technological partner with our customers.
What is your advice about the best way to be “Service” oriented?
Author: angelberniz (All Rights Reserved by the author).
Source: Original text (based upon first hand knowledge).
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