Industries from energy grids to law firms are rapidly waking up to the tangible benefits of amping-up their customer service capabilities—with a focus on evidence-based methodologies. The smartest Industry 4.0 players are realizing that lessons from the IT world provide a ready-made blueprint for Service Optimization.
Leveraging a proven approach to service (ITIL 4)
Over the past three decades, there has been significant work undertaken to systematically identify and analyze best practices for service provision.
Based on the work by the famous efficiency guru W. Edwards Demming, the ITIL (IT Infrastructure Library) framework was introduced by the UK Government’s Central Computer and Telecommunications Agency (CCTA) nearly 40 years ago— and has been continually revised and updated on an ongoing basis.
This evidence-based evolution has helped develop and refine practices that are relevant and proven effective—not only inside technology environments but well beyond.
In 2019, the latest iteration, ITIL 4, formally and deliberately expanded in focus beyond IT in order to help facilitate the implementation and adoption of agile principles across all types of service organizations—opening up more teams to this fundamental change that enables the kind of value co-creation sought by modern businesses of all description.
Getting started, often begins with a hard look at an organization's progress along the five key elements of Service Optimization. (See figure.)
| Service STRATEGY |
Service Design |
Service Transition |
Service Operation |
Continual Service Improvement |
|
|
|
|
|
A faster path to ITIL 4 best practices: The right Service Management Platform
One of the major challenges that will arise in an ITIL 4 initiative is connecting a large organizations' disparate data systems in order to allow service organizations to provide this new level of transparency and real-time response.
Vivantio addresses this challenge by serving as a unique Unified Service Management Platform that sits atop all of your current systems—integrated with flexible APIs—to quickly and cost-effectively supply the essential connectivity and holistic visibility. This provides service teams with a 360 degree view of all customer interactions from across the business which contains key data points to elevate service and response times.
The good news for any skeptics is that plenty of evidence points to the bottom-line benefits of Service Optimization Solutions. And Vivantio has the track-record and references to substantiate its bold claims for tying-together B2B enterprises for maximum service success.
To learn more or request a live demo, click here.
