Mapping Customer Experience and Value Streams

Presented by

Barclay Rae

About this talk

This session explains the functions, benefits and challenges of mapping – internal work (value streams) and external experience (customer journeys). This is for those who are attempting to move to this way of working and quantifying their work inputs, outputs and outcomes. Customer experience (CX) has been a major force of discussion and interest in the ITSM industry over the last 4/5 years – how to identify and map out the customer journey and capture their direct emotional responses to the service experience. This is now a specific capability that is needed to manage and improve the customer experience. Value streams are also a focus for discussion as central components of ITIL4, DevOps and other approaches. This is an internal holistic view of how services are delivered across teams, processes, people and tools. The goal is to identify areas of blockage that can be improved and removed to improve efficiency. Together these two techniques are essential tools in the ITSM practitioner’s practical portfolio – join to hear about how to do this using some existing and new techniques, plus also how to combine and analyse the output.
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Barclay Rae has delivered practical consultancy services since 1994. He is a co-author/architect of 3 recent ITIL publications: ‘ITIL Practitioner’, ‘ITIl4 Foundation’, plus he was lead editor on the ITIL4 ‘Create Deliver and Support’ publication. He is also a co-author of the Service Desk Institute (SDI) standards. Barclay delivers workshops, consultancy, audits, reviews and training services to organisations to help them quickly achieve real success and value from IT. All the content on this channel provides practical, simple and effective advice and guidance on achieving business value from IT services.