How big is the ‘S’ of Service in ITSM?

This time we were inspired by someone who recently wrote that the Netherlands will lose the battle for IT talent if companies continue to manage in the old-fashioned way. A catchy statement.

How big is
the ‘S’ of Service in ITSM?

Service in ITSM

One form of this ‘old-fashioned management’ is that there is often a desire from boardrooms to record everything in the field of IT services for a longer period of time in an SLA. However, organizations seem to be overtaken very quickly in the current time…

Big contracts, big misery

“It’s a cat-and-mouse game with no winners. Too many Key Performance Indicators (#KPI) are weapons of mass destruction in a world with only the SLA hemisphere.” This beautiful sentence was already written in October 2019 by Marco Gianotten, XLA Evangelist and founder of Giarte. He is the person who gave inspiration for writing this blog. You can read it back in this article of his on SLA versus XLA.

Shift the focus from ‘service agreements based on mistrust’ to agreements you make in the area of the ‘X’ of experience. After all, the experience is about people, the impact and the associated value. Only then can there be any question of trust! Simply managing processes, even if they work, does not necessarily guarantee customer retention.

A green ‘tick’ but a red head

Customers may still be dissatisfied. For example, there was a response within two hours stating that your ticket had been processed, but the resolution was not resolved until weeks later. Within the process, this ticket was checked ‘green’, but the customer was left with a red head.

The choice between wall-mounted or flexible

ITSM(IT Service Management), is an important part of IT management. Traditionally, this is the performance of what is contractually agreed. Only the customer and supplier side are seeing the desire for more flexibility in self-organising, often agile working teams. Or not? Marco recently wrote a catchy sentence in this article: “Nobody starts a promising career in IT and then keeps systems from the nineties up and running for a client with ideas from the eighties.” In the field of Network as a Service, the opposite sometimes turns out to be true. In fairness, we mean keeping MPLS and related security technology that originated in the 1990s up and running.

Ingredients for service delivery

At IPknowledge we believe in the transition from SLA to XLA. As far as we’re concerned, service starts during the very first phase of customer contact. There can only be talk of ‘Continuous Improvement’ if you understand what the starting point is, and then the status follows. In addition, short lines of communication, transparency, the interim sharing of knowledge, 24/7 availability and empathy are more important ingredients than service agreements on paper…

In the next blog we will explain what we mean by ‘Continuous Improvement’ and what our ambition is.

Would you like to know more now?

Please contact Steven de Graaf on telephone number: +31 88 088 2600 or leave your message at our contactpage

NB: We would like to thank Marco Gianotten for the inspiration.

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