Service management organizations are beginning to focus on improvements, principally on service delivery and the type of services that are being delivered. This is being driven by a shift in consumer demand from products to services to, now, value delivery. This is known as “value-as-a-service.”
This one component – delivering value to an organization’s customer – is just a tiny part of providing excellent service. Despite all the efforts around service, and even value delivery, there is still a long way to go to gain true integration while the service environment continues to change dramatically. For this reason alone, achieving service excellence should be an organizational focus, where organizational leadership works toward a culture of service excellence.
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Source: IT Strategy