From a Service Desk and Support perspective, making small and incremental changes over time will lead to a big difference in customer and user experience. Having a balanced approach that includes not just measuring typical operational service desk metrics (ASA, FCR, Mean Time to Respond, Mean Time to Restore Service, etc.) and conducting surveys, but also incorporating additional experience measures and broader sources of feedback that will make a big difference in how the IT organization is perceived. By utilizing aspects of ITIL best practices, the service desk can focus on developing and improving the organizational capabilities needed to initially get started and then drive sustainable long term results as the team develops it's improvement roadmap. Examples that will be brought into the discussion include bringing forward the ITIL Continual Improvement Model from ITIL Direct Plan and Improve, and the Customer Journey Mapping framework from ITIL Drive Stakeholder Value. Please join Jeff Jensen as he draws from his broad operational and support expertise, and combined with proven methods, to take a transformative leap forward in shifting toward an experience management based improvement focus.

Takeaway

How to drive not just positive customer and user satisfaction but improved overall experience.

How to incorporate the ITIL Continual Improvement Model by establishing a register or kanban board to log and prioiritize small, incremental improvements from initation to closure in order to drive operational excellence

How to utilize a Service Desk perspective of the Customer Journey Mapping framework from ITIL Drive Stakeholder Value to drive and improve customer relevance and experience

A deeper understanding of experience indicators and working toward establishing XLAs as part of a broader Service Level Management and Experience Management perspective