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.