Service Design

I have talked about Service Design in terms of Enterprise Architecture strategies but take a look of another video from Design Consultancy firm Continuum. I like the emphasis of connecting everything together so one message, and your set of core values is communicated through multiple touch points.

   

One of my senior leaders in the organization calls the same concept using the analogy of building ramps to connect to the highway which we nurture to build relationships with the customer, our end user or FAMILY!!

 Thoughts,

 Sam Kurien

Service Transition

I want to record some key processes and activities involved in the Service transition of ITIL implementation and as time goes by will talk about these topics on different contexts and case studies. For now the main activities I can think of are:

• Change Management
• Service Asset and Configuration Management
• Transition Planning and Support Management
• Service Validation and Testing phases
• Release and Deployment Management
• Evaluation of Change
• Knowledge Management

Thoughts,

Sam Kurien

SLM In a nutshell

On reviewing the 14 activities of SLM in my previous post, I couldn't help summarize in a nutshell what SLM is all about. Its a note that I need to remember for the future so here it is:

Service Level management process compromise main phases that cover different activities and they are

• Negotiating
• Monitoring
• Reporting &
• Reviewing

The negotiating phase involves activities likes designing SLA frameworks, documenting, OLA's, and obtaining agreements of requirements while developing contacts and relationships. The monitoring phase involves monitoring the performance of SLA's, collating measuring and improving customer satisfaction. The reporting phase involves producing service reports and logging + managing complaints & compliments. Finally the reviewing phase of SLM is all about revising underpinning agreements, revisiting OLA's, conducting service reviews, and instigating continuous improvements. 

Thoughts,

Sam Kurien

14 Activities of a SLM

OK I didn't want to post something on service level management on the very first day of the new year but here it is. I find it fascinating that Marketing Management and Service level Management implementations within the IT framework are so similar.The end result of any SLM process is satisfying the customer's requirement for that specific time not over-delivering.  So here is the run down on the the 14 activities of a good SLM.

1. Confirming stakeholders, managers in key business areas and customers
2. Maintaining accurate information within the Service Catalog and Service Portfolio
3. Being flexible and responsive to the needs of the customer
4. Developing a full understanding of the customer, customer's organization and strategies
5. Regularly sampling the customer experience (This is an interest area for me because metrics will reveal treatments in the service level adjustments, development of new products/services and new strategies)
6. Conducting customer surveys and acting on the results
7. Ensuring that the correct relationship processes are in place to achieve objectives.
8. Marketing and exploiting the Service Portfolio and Service Catalog
9. Assisting with the maintenance of a list of outstanding improvements.
10. Ensuring that the organization and customers understand their responsibilities
11. Facilitating the negotiation of SLR's and SLA's
12. Raising the awareness of the business benefits when using new technology.
13. Promoting service awareness. (this is important because that will produce the appropriate perception)
14. Ensuring that IT provides the most appropriate levels of service.

Thoughts on new year's day.

Sam Kurien