Focus:

Information Technology has gotten very good at demonstrating success on the warranty side of the service value equation. Additionally, Customer Satisfaction scores are demonstrably high, yet overall service satisfaction perception often remains low. Demonstrating availability, capacity, security, and continuity compliance is important for service operations, and customer/user satisfaction is an important metric, but these focuses often fail to speak to the perceived impact and/or business value that any given service offering provides to the business functions that they are intended to serve and support.

 

Description:

OOE IT has implemented "Service Assessment and Advisory Teams" to engage with key stakeholders of select service offerings on a consistent basis. The focus of these teams is to assess service offerings with primary consideration given to service offering features and the business functions that leverage these features for business outcomes. Additionally, these assessments are being used to develop service offering assessment metrics for success to enable stakeholder-driven service improvements ideas and plans.

 

Activities:

  • Key Stakeholder Identification – Business Unit Service Offering Priority Assessment
  • Business Functions Identification and Service Offering Alignment.
  • Service Offering Impactful Features Selections.
  • Service Offering Technical Performance Feature Review.
  • Service Offering Feature Assessment.
  • Technical Performance Feature Assessment.
  • Service Offering Assessment Data Review.
  • Establish Service Offering Assessment Metrics for Underperforming Features.
  • Establish Service Offering Assessment Metrics for Promotable Features.

 

Outcomes:

  • Active and consistent meaningful engagement between IT and Service Offering Stakeholders.
  • Service Offering Stakeholder and IT shared understanding of positive and negative perceptions of the combined impact that service offering features and business functions have on the organization.
  • Service Offering Stakeholder and IT alignment on opportunities for service offering feature improvement opportunities.
  • Service Stakeholder and IT alignment on business function improvement opportunities.
  • Service Offering Stakeholder and IT agreement on what to measure and monitor.
  • Service Offering Stakeholder and IT agreement on a pathway to establish a service offering improvement plan.
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