Outside-In Thinking - Ensuring a Customer Relevant Approach

Presented by

Ian Clayton, Principal, Service Management 101

About this talk

The next generation of service management initiatives carries the ‘B’ prefix – and like the ‘IT’ prefixed initiatives that preceded them, they will likely fail the customer. Why? Because they are based upon ‘inside-out’ thinking and persist in discussing the business of IT from a process, best practice, service, capability, or technology perspective. Its time for all service management initiatives to think ‘outside-in’. Outside-In thinking puts the customer first and ensures the interests of the customer take precedent and are embedded throughout the service management system and service organization. At the heart of outside-in thinking is a commitment to manage the customer experience and ensure an explicit customer reason is in every decision, including what services to offer and the makeup of those services. Outside-in cares most about successful customer outcomes (SCOs). This webinar explores the signs your (B)SM initiative is ‘inside-out’, and introduces outside-in thinking and how it can be applied to such initiatives to guarantee your approach, whether it be labeled ITSM or BSM, is customer relevant.

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