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WEBINAR: FREE TRAINING and the amazing secret you need for service management success
01/13/2010
The startling and inconvenient truth about IT Service Management projects – they fail the customer.
Attend this free webinar and learn the triple 7s:
· The 7 signs your service management project is failing you and your customers
· The 7 ITSM strategies YOU SHOULD DUMP RIGHT AWAY
· The 7 secrets methods of outside-in thinking and how to receive FREE training on its application to service management projects.
View Companion Six-Step Webinar Wed Jan 20 8am PST
Is ‘inside-out’ thinking threatening the survival of your ITSMinitiative?
Most IT Service Management (ITSM) projects are‘inside-out’. Sure they target benefit in the form of improved internal practices, but they tend to require a considerable up front investment and start, and often stay, with a process, technology, or a best practice focus. Unfortunately, ‘inside-out’ thinking is commonly associated with a failure to think customer, and to associate benefits with customer results and satisfaction levels.
Some industry leaders believe as many as 3 out of every 4 ITSM projects will either be dramatically scaled back, or abandoned within the next few months. A higher percentage will fail to start, unless they directly address one or more of the management imperatives of saving operational expense, improved alignment, better customer satisfaction, and doing more with less. It’s a scary statistic for any service management professional. Is ‘inside-out’ thinking threatening the survival of your ITSM initiative?
Do you know how your efforts relate to the interests and desiredresults of your customers?
Inside-out initiatives have an inherent internal bias, and all too often put the self-interest of the service organization first. They assume customers will “understandthe value” of the planned improvements. Some survive on the promise of future benefit and all are vulnerable as projects are reprioritized. Do you know how your efforts relate to the interests and desired results of your customers? If not you may be‘inside out’, and at risk.
The secret approach used by survivors
The alternate and seemingly secret approach, ‘outside-in’,is helping major brand name corporations survive the economic climate by putting their customers first. Outside-in thinking embeds customer centricity throughout the service management system and service organization, and emphasizes the management of the customer experience.
Outside-In thinking ensures processes are improved, and best practices are ‘best’, because they deliver real and specific benefits directlyto the customers of your services. Elements of outside-in thinking are at the core of a successful service management solution and a service catalog is but one example.
If you are interested in understanding more about outside-in thinking please accept an invitation to join your host Ian Clayton, on this complimentary webinar. The webinar introduces outside-in thinking and the Outside-In Service Management™ program,designed to how it can be applied to IT service management initiatives to guarantee customer centricity and avoid the failings of the traditional approaches
Registrants to this webinar will receive a 25% discount on the Guide to USMBOK publication.
Webinars attendees will receive a $250 discount to apply to any Outside-In Service Management class.
Free Training Option:Anyone registering for a class will receive an additional $250 for every other person they introduce that register and attend a class.
Duration: 45-50 minutes
Select the following options to register for this webinar:
View Companion Six Step Webinar Wed Jan 20 8am PST
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