Recently I was having a discussion with a colleague. The discussion centered on value, what it means and how we deliver it to customers and users of IT Services. One particular part of the discussion focused on how you can easily add value in small increments that combine to bring satisfaction to customers. My colleague mentioned an interesting idea from a restaurateur named Bob Farrell, the founder of a chain of Ice Cream Parlors. He sold the chain and became a motivational speaker based on what he learned from the restaurant industry and how to drive better value and customer satisfaction. Bob had once received a letter from a customer indicating loss of satisfaction when the server was going to charge him for a single pickle slice to go with his burger. From this letter Bob Farrell derived the importance of the small things we should do for customers and users of our goods and services to ensure satisfaction.  Providing value to customers does not have to arrive in large po...

Let’s continue our discussion on IT Service Management Frameworks. Recently, we talked about the question based guidance in the MOF Solution Accelerators. Now, I would like to offer you additional information on the MOF Management Reviews. MOF Management Reviews will help organizations ensure that their technology services are on track to deliver expected business value. They offer guidance to help management set goals, evaluate progress and confirm results. The MOF Layer/Phase and the aligned Management Review is listed as such: Manage Layer Policy and Control MR) Plan Phase Service Alignment MR Portfolio MR Deliver Phase Project Plan Approved MR Release Readiness MR Operate Phase Operational Health MR The Management Reviews can be used as checklists to ensure we have completed tasks correctly. For example, the Release Readiness document offers a comprehensive review of the deliverables produced. It delivers an assessment of the readiness of the business to employ the solut...

One of the most important goals of Service Level Management (SLM) is the need to build strong relationships between the customers and users of IT Services. It is incumbent on the roles of the Service Level Manager and Business Relationship Manager (a role defined with Demand Management) to serve as the Voice of the Customer. SLM must act as an agent on behalf of business customers, since those individuals or groups must focus on executing business processes or serving further the end-users of a company’s goods and services. The business should not have to spend its time worrying about the value they need from IT Services. SLM needs to create a strong bond with the business and end-user customers. This bond needs to be a familiar and personal link that shows the customer that IT truly cares about the needs and success of the business. Good Service Level Management cannot be conducted solely through emails or phone calls. A good Service Level Manager knows they must meet their customer...

I was recently asked about the accountabilities and responsibilities of the Service Level Manager and Service Owner.  Let’s start with Service Level Manager . Responsible for gathering Service Level Requirements from the customer. Responsible for negotiating and maintaining SLAs with the customer. Responsible for developing and maintaining OLAs. Responsible for understanding underpinning contracts as they relate to OLAs and SLAs. Responsible for producing, reviewing and evaluating reports on service performance and achievements on a regular basis. Also for conducting meeting with the customer to discuss service performance and improvements. Responsible for initiating appropriate actions to improve service levels (SIP). Conducting yearly reviews of SLAs, OLAs and underpinning contracts. The success of SLM is very dependent on the quality of the Service Portfolio and the Service Catalogue and their contents. They provide the necessary information on the services to be manag...