Since the British Ministry of Commerce proposed the Information Technology Infrastructure Library in the 1980s, ITIL, as the de facto international standard for IT service management, has been fully supported by most IT giants around the world.
Today, almost all service providers are striving to achieve customer-centricity and strive to better serve customers. This means that customer-centric companies focus on two key things: first, they focus on meeting customer needs, and second, they focus on ensuring that the customer’s entire experience is enjoyable.
Certain conditions are required to succeed in being "customer-centric", including:
——Enterprises have the ability to provide customer-centric strategies at all stages of the customer’s life cycle
——Deeply understand the needs and expectations of customers
——From the CEO to the bottom employees, everyone needs to be committed to customer-centric Strategy
-Must be motivated to adapt to changing customer satisfaction over time
-In order to better understand the customer, determine what is important to the customer, and ensure that the customer is always satisfied, continuous efforts should be made to obtain high-quality feedback .
From the feedback, the service provider will improve the service or the way the service is provided, and deal with the dissatisfaction of the customer.
Information Technology Infrastructure Library (ITIL) is a best practice framework for providing IT services. ITIL focuses on better serving customers in all processes and functions.
To be clear, good service delivery is a consistent theme in ITIL processes and functions. For example, good ITIL certification training divides the ITIL process into 5 stages: service strategy, service design, service transformation, service operation and continuous service improvement.
The term "service" is clearly a consistent theme at each stage. In other words, service level management (SLM) is the cornerstone of ITIL to provide better services.
SLM ensures that customers get better service
SLM directly belongs to the service design stage of the ITIL customer life cycle and can be said to be the most important ITIL criterion. The key goal of ITIL SLM is to ensure the delivery of agreed service levels, and to ensure that future services continue to be delivered and improved within the agreed goals. The goal is achieved through the following steps:
1. Define, measure, report and review the services provided;
2. Ensure and maintain a good relationship between customers and the company;
3. Ensure that the expectations of the services provided are clear;
4. Be proactive when the cost is reasonable Implement measures to improve service delivery;
5. Improve customer satisfaction and record all the above.
Through the following SLM activities, customers will eventually get better service:
● SLM transforms business requirements into specific specifications;
● SLM establishes service scope, such as operation available time and service support time;
● SLM creates and maintains a service catalog, which includes: customer information, services and pricing provided to customers;
● SLM creates, negotiates, improves, and measures the performance of service level agreements, support contracts, and operation level agreements;
● SLM is the cornerstone of continuous service improvement in ITIL because it formally defines service improvement;
● SLM plans to expand services through capacity management, SLM Perform gap analysis on business needs and current services.
Use technology to better serve customers
Some service management systems (such as 8Manage Enterprise Service Management) are designed to support the best practices described in ITIL, which can help customers support enterprises to apply ITIL best practices intentionally or unintentionally to better serve customers.
ITIL provides an objective, rigorous, and quantifiable standard and specification for enterprise IT service management practices. Many companies are strengthening the concept of user service as the center and professional technology as the drive, which shows how important it is to have excellent technology.
The design of 8Manage is based on "one design, one system", which not only provides accurate information about the business and operations of each organization, but also accurately summarizes information in different dimensions in real time, helping users make highly feasible strategic decisions .
8Manage Enterprise Service Management helps service teams collect, manage, store and analyze service data that is essential to the service business. It provides a visual and integrated service business process view, and helps the service team track human resources, products, parts, warranty, service contracts, service level agreements, service geographic locations, service requests, service certificates, and services within and outside the enterprise solution.
Simply put, 8Manage Enterprise Service Management can minimize the complexity of the underlying technology and maximize the production efficiency of the application layer.
8Manage enterprise service management is transaction-oriented real-time interaction, supports data sharing between different departments, and helps department personnel to collaborate more conveniently and efficiently. Nowadays, there are not many management systems on the market that can achieve such "easy to use", "accurate" and "timely".
As a method and concept of IT management, ITIL has been widely used worldwide from its conception to becoming an industry standard. However, the problem of weak IT service management is still common in my country's enterprise information construction.
Both large and medium-sized enterprises lack effective security management, problem management, configuration management, change management, etc. The emergence of 8Manage enterprise service management just helps enterprises fill such problems. If you want to know more about the successful cases of using ITIL to standardize IT service management and serve customers better, please click on the service industry management plan.