More than 30 years ago, a consortium of private and public organizations decided to band together to collaborate and define best practices for managing large IT organizations. What came out of the consortium is what we now know as ITIL. One of the core principles is to treat everyone that interacts with IT as a ‘customer,’ whether they are internal to a company, partners, or even other departments.
Are you still with me? Ok, good because here’s where I’m going to connect the lessons of ITIL to the evolution of customer service that ServiceNow is leading with its CSM Suite.
Right now, from a customer support standpoint, the model is almost universally ‘engage, diagnose, fix.’ By adding a continual service improvement focus into the mix, the entire process is built around ‘engage, diagnose, fix, improve.’ By adding improvement to the process, when done right, it can be transformative to an organization.
In the IT world, IT Service Management and ITIL practices have helped transform technical support to focus on finding the root cause of recurring issues and preventing future problems. This is the shift that is now happening in customer service.
The good news is most of these practices are not specific to IT. Combining these concepts with customer service gives us a new approach that cares less about organizational barriers and more about genuinely improving the overall customer experience.
To learn more about ServiceNow CSM and hear about how Epicor, a leading software company, achieved high marks in customer satisfaction by implementing CSM, please download and watch my most recent on-demand webinar: Next Generation of Customer Service here.
About the Author
James Divine, ServiceNow Senior Solutions Architect, Covestic
James is a Solutions Architect with 24+ years of IT industry experience working in various small, mid-sized, and enterprise organizations. James has 19+ years of software development experience and over 6+ years of experience in architecting, implementing, designing, managing, and developing ServiceNow.