1. Enhance Business Value through Customer-Centric IT Service Management
ITSM 2.0: Both unnoticeable and remarkable at the same time.
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2. Introduction
Viewing every IT decision and action through the lens of the customer experience adds tangible business value.
This Research Is Designed For:
This Research Will Help You:
CIOs who want their department to evolve into a true partner of the business and a provider of measurable business value.
CIOs and IT leaders anticipating and responding to changing demands and needs from customers.
CIOs and IT leaders looking to improve the customer experience.
Understand the relationship between the customer experience and tangible business value.
Recognize that a positive customer experience is driven by customer service excellence, which is achieved through Behind the Scenes Excellence and Enhanced Customer Engagement.
Develop and implement a tactical and practical plan for IT Service Management that focuses on the customer experience.

3. Executive Summary
View every IT decision and action through the lens of the customer experience
IT’s customers are more demanding and knowledgeable. There is less tolerance for poor IT service . A change in Information Technology Service Management (ITSM) philosophy is required to keep up with the changing business landscape.
Traditional ITSM emphasizes development and supply of IT services through best practices, which is technology focused. Info-Tech recognizes the need for a customer focused business model and recommends the adoption of ITSM 2.0, which views every decision and action through the lens of the customer experience.
A customer service culture within IT will result in more business value through focused targeting of customer needs.
Leverage best practices for delivering customer service excellence
Excellent customer service is a level of exceptional service delivery that manages to be both unnoticeable and remarkable at the same time. A happy customer can be a silent customer. In addition to making interactions easy, comfortable, consistent, and personalized, IT services must reach a threshold of service quality to ensure customer satisfaction.
This can be achieved through:
Behind the Scenes Excellence: The unnoticeable processes that prevent a problem from ever becoming a problem, thus reducing business disruptions.
Enhanced Customer Engagement: The act of giving your customer fulfilling and rewarding interactions that exceed their expectations.
Get your organization ready to implement ITSM 2.0
Once you have addressed stakeholder, change, and workforce management, you will be ready to implement Behind the Scenes Excellence and Enhanced Customer Engagement.

4. How to use this blueprint
There are multiple ways you can use this Info-Tech Best Practice Blueprint in your organization. Choose the option that best fits your needs:
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Use this Best Practice Blueprint to help you complete your project. The slides in this Blueprint will walk you step-by-step through every phase of your project with supporting tools and templates ready for you to use.
Project Accelerator Workshop
You can also use this Best Practice Blueprint to facilitate your own project accelerator workshop within your organization using the workshop slides and facilitation instructions provided in the Appendix.
We recommend that you supplement the Best Practices Blueprint with a Guided Implementation.
For most Info-Tech members, these Guided Implementations are included in your membership plan.* Our expert analysts will provide telephone assistance to you and your team at key project milestones to review your materials, answer your questions, and explain our methodology.
Info-Tech Research Group’s expert analysts will come onsite to help you work through our project methodology in a 2-5 day project accelerator workshop. We take you through every phase of the project and ensure that you have a road map in place to complete your project successfully. In some cases, we can even complete the project while we are onsite.
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5. Book a free guided implementation today!
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Enroll in a Guided Implementation for your project Send an to Or call and ask for the Guided Implementation Coordinator
Book your analyst meetings Once you are enrolled in a Guided Implementation, our analysts will reach out to book a series of milestone-related telephone meetings with you and your team.
Get advice from a subject matter expert At each Guided Implementation point, our Consulting Analyst will review your completed deliverables with you, answer any of your questions, and work with you to plan out your next phase.
This symbol signifies when you’ve reached a Guided Implementation point in your project.
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6. Book a workshop today!
An Info-Tech project accelerator workshop will help you to engage your stakeholders, gather important data, make key decisions, and generate a customized project road map Here’s how it works:
Enroll in a 2-5 day workshop for your project Send an to or call Ext Your account manager will contact you and quote you the cost of a workshop.
Book your workshop A Workshop Coordinator will contact you to book a workshop planning call with one of our Facilitators and arrange dates for your workshop. We can hold the workshop in Info-Tech’s world-class facility in Toronto or at your location.
Plan your workshop A Workshop Facilitator will contact you to go over the workshop outline and choose the contents that are appropriate to your situation.
Participate in your workshop Our experienced Workshop Facilitators will take your project team through your tailored slides and exercises and will summarize all the workshop outputs into a final report.
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7. Guided Implementation Points in the IT Service Management project
Book a Guided Implementation Today: Info-Tech is just a phone call away and can assist you with your project. Our expert Analysts can guide you to successful project completion.
Here are the suggested Guided Implementation points in the IT Service Management project:
Section 3: Stakeholder Management
Use Info-Tech’s Stakeholder Power Map Template and Stakeholder Analysis Tool to focus and prioritize efforts, then speak with a Consulting Analyst to best interpret your results.
Section 3: Change Management
Understand change management and determine next steps. Get employees onboard with the change.
Section 3: Workforce Management
Use Info-Tech’s Core Competency Framework and Mapping Tool to identify employee strengths and weaknesses, then speak with an consulting analyst to best interpret your results. Keep your keep employees engaged and happy.
Section 4: Problem Management
Ensure Problem Management Success: The Problem Management process requires some rightsizing. Speak to an analyst to ensure the right steps are being taken. Prevent a problem from happening.
This symbol signifies when you’ve reached a Guided Implementation point in your project.
To enroll, send an to or call and ask for the Guided Implementation Coordinator.

8. Embrace Info-Tech’s ITSM Strategy to become a true partner of the business and a provider of measurable business value 1
Develop an IT Service Desk Strategy
Organizations must have a Service Desk strategy that is aligned with the corporate strategy and be able to handle and track incidents effectively. Read this research to understand the importance of incident tracking and how to choose the right communication channels. This is a pre-requisite to this set, which deals more with reducing the impact and frequency of incidents resulting in improved customer experiences of IT services. Root cause analysis cannot be done without solid Incident Management practices.
Does IT spend most of the time fighting fires? If so, read this set first and take advantage of our Service Desk Workshop. 2
Improve the Service Orientation of IT Staff,
A big part of IT becoming more customer-service orientated has to do with workforce management. Read this research to understand the employee characteristics and cultural preconditions necessary to attain a more service orientation with IT staff. Applying these characteristics to a stable service desk will improve Incident Management. This set is a pre-requisite to an ITSM approach that is focused on the customer experience.
Are your IT employees not the most customer-service oriented? If so, then read this set first. 3
Enhance Business Value through Customer-Centric IT Service Management
This solution set provides a roadmap with practical and executable steps towards a customer-centric focus to ITSM by improving the customer experience of IT services through Enhanced Customer Engagement and Behind the Scenes Excellence. It also details how to get your organization ready for this change though project communication, stakeholder, change, and workforce management.
This solution set assumes that you have some stability in the Service Desk.

9. Use Info-Tech’s ITSM Self-Assessment Tool to see where you stand in Info-Tech’s ITSM Strategy Roadmap
The ITSM Self-Assessment Tool will tell you how far along the ITSM roadmap you are and which set to focus on.
The following tool is designed to identify how mature your service desk is, and how customer-service oriented your staff are, based on the content from the first two sets in the ITSM Strategy Roadmap. The tool takes into account: Service Desk practices and the level of customer service orientation among IT staff.
After answering a few questions, the tool will direct you to which solution sets to focus on.
Answer these questions
Focus on any solution set that is highlighted in red

10. Use the pathfinder below to find the answers to specific ITSM questions
Go Here
Why do I need to worry about evolving the focus of ITSM?
There is less tolerance for poor IT service now than ever before. ITSM needs to focus on the customer experience to add business value.
Slide 10
What is customer service excellence?
The delivery of exceptional services that are both unnoticeable and remarkable at the same time.
Slide 17
How do I get my stakeholders onboard with the evolution?
Focus your efforts by prioritizing your stakeholders based on their organizational power, influence, and involvement.
Slide 25
Do you need help managing your stakeholders?
Book an Info-Tech Guided Implementation call with one of our analysts.
Slide 45
How do I manage the change?
Lead your people through the process.
Slide 32
Do you need help managing change?
How do I ensure my workforce can deliver customer service?
Engage, train, and hire staff to deliver customer service excellence. Leverage the right people.
Slide 37
Do you need help managing your workforce?
How do I achieve Enhanced Customer Engagement?
Make interactions with customers easy, comfortable, personalized, and consistent.
Slide 44
How do I achieve Behind the Scenes Excellence?
Adopt practices that prevent a problem from ever becoming a problem.
Slide 53
Do you need help with Problem Management?
Slide 63

11. The case for a customer-centric focus to ITSM
The changing business landscape
Traditional ITSM vs. ITSM 2.0
Adding tangible business value
ITSM Maturity Self-Assessment tool
Info-Tech’s approach to transforming the IT department
The case for a customer-centric focus to ITSM
The Nuts and Bolts of ITSM 2.0
Get your organization ready for the change
Deliver Enhanced Customer Engagement
Deliver Behind the Scenes Excellence

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