Co-create and Accelerate!

Co-create and Accelerate! – ITIL 4

What is changing in your organization? The easier question might be what is not changing. We live in an accelerated world. To say that business and customer requirements are evolving is an understatement. It is a volatile time and the Co-Creation of services between service providers and customers as defined in ITIL 4 is the type of guidance that could help. Studies have shown that there is a direct relationship between customer engagement in value co-creation and customer satisfaction.

There is no room for an “Us and Them” environment. Engagement means that we vet the requirements with the customer to ensure needs but also that the customer will engage and play a role in the design, development and delivery of the product or service. They won't necessarily get down in the weeds with the developers and techies, but they absolutely should have a strategic and a bit of a tactical role to play throughout.

Beyond the consumer/customer and the service provider, there are many other stakeholders that will need to engage at multiple points during value co-creation. The question then is: Who are the stakeholders? Examples include suppliers, IT staff/practitioners, compliance and regulatory personnel as well as shareholders and others in the community.

Products and services create value in a lot of different ways for a lot of different stakeholders. Some value like revenue is very direct. For other stakeholders, the benefit might be more indirect.

Type of Stakeholders and the different types of benefits – Examples:

If stakeholder engagement and co-creation are not managed, it could lead to a breakdown in the value of the product and in the time, money, and resources that it takes to deliver and support it. It’s all about relationships and if stakeholder relationships are not a priority the entire organization is in jeopardy.

Co-create and Accelerate!

Want to learn more? Consider ITSM Academy's ITIL 4 Training.

Comments

The Four Ps of Service Design - It’s not all about Technology

People ask me why I think that many designs and projects often fail. The most common answer is from a lack of preparation and management. Many IT organizations just think about the technology (product) implementation and fail to understand the risks of not planning for the effective and efficient use of the four Ps: People, Process, Products (services, technology and tools) and Partners (suppliers, manufacturers and vendors). A holistic approach should be adopted for all Service Design aspects and areas to ensure consistency and integration within all activities and processes across the entire IT environment, providing end to end business-related functionality and quality. (SD 2.4.2) People: Have to have proper skills and possess the necessary competencies in order to get involved in the provision of IT services. The right skills, the right knowledge, the right level of experience must be kept current and aligned to the business needs. Products: These are the technology managem

What Is A Service Offering?

The ITIL4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group . As a service provider, we can’t stop there! We must know what the contracts of our service offering are and be able to put them into context as required by the customer. Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include: Goods, Access to Resources, and Service Actions Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods. Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you. You the consumer own these and they are yours to take with you. Note: Goods may not always be provided for every Service Offe

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you. Roles and Responsibilities: Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance. Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the

Search