It takes too long for IT organizations to adapt to the requirements of their customers. IT Organizations focus on Incident Management, BYOD, Social Media, Cloud Computing. They utilize frameworks like ITIL, COBIT, etc… Unfortunately there is a best before date for these internal focused improvements. and yes… even BYOD is internally focused.
Be focused on designing the correct service experience. Drive changes directly focused on revenue. And keep it simple. Driving Miss Daisy was a story of building a relationship in 20 years. You do not have 20 years … Let's discuss the next 20 days.
19. You Shall"
Identify and Document Customers"
Have a Designated Individual"
Establish Communication Channel"
Review Performance"
Document Changes"
Define Service Complaints"
Measure Customer Satisfaction"
"
21. BRM Institute"
www.brminstitute.org"
"
""Business Relationship Management
Institute (BRMI) is a leading training,
certification and professional development
organization that serves the Business
Relationship Management professional
community and corporations. " ""
23. Quantum Age of IT"
Strategic Sourcer or
Strategic Innovator?"
"
IT as we know it is
dead"
(Charles Araujo)"
"
24. Five Skills to Master"
IT Financial Management"
Critical Thinking and Analytical Skills"
Communication and Marketing"
Innovation and Collaboration"
Leadership"
34. Approach"
Identify Customers"
Appoint Relationship Manager"
Establish Communications and Engagement"
Understand Required Outcomes"
Define How Outcomes Will Be Achieved"
Change and Improvement"
"
(Service Talk, Summer 2012, Matthew Burrows)"
35. Driving Miss Daisy"
You DO NOT Have"
20 years"
"
Slides available at:"
http://lijnse.com/portfolio/driving-miss-daisy/"