SMITten with ITSM

Rob Saxon

Rob Saxon is a Project Management Professional, Certified Information Systems Auditor and a trained Six Sigma Specialist. Rob is currently developing methods to integrate project management into previously unexplored areas of business.

“The best way to find yourself is to lose yourself in the service of others.” – Mohandas K. Gandhi
 
Love is in the air. It’s the time to think about husbands, wives, candy, roses, Cupid, ticketing systems, customer meetings…wait, rewind. Ticketing systems? Customer meetings? Do they have anything to do with love? It might sound strange, but it’s true: If we love our customers, there is no better time of year to show it by providing amazing service.
 
And since service management is far more important to our customers than information technology, the acronym should be SMIT, or Service Management through Information Technology, rather than ITSM. There are many methods for structuring the improvement of the service that we provide to our customers. Methodologies such as ITIL, Six Sigma and Total Quality Management all contain valuable (though complex) tools and techniques to improve services. All of the complexity, however, boils down to a few important considerations.
 
First, and most importantly, is identifying the long-term and short-term needs of our customers. The Six Sigma and ITIL approaches call this process understanding the voice of the customer. This process involves knowing the customer’s strategic business goals, and solving the immediate problems they face. So we must be tuned into what our customers …

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