IT Service Management awareness sessie
OUTCOMES & RESULTS
After this session the customer had a improved awareness how customer focus should look like in terms of desirable behaviors. They also had this action plan and the buy-in from the key roles in the team. The last day session was seen as a formal kick off for the improvement cycle.
We designed a 4 days program starting with a meeting with the key-roles in the team to define 'Desirable Behaviors'. Then we ran 3 Grab@Pizza simulations to create Business and IT Alignment awareness followed by a 1 day session to translate lessons learned into a detailed action plan.
The IT team wanted to learn how to improve their ITSM processes and how to improve the customer focus. They made some significant ITSM investments, but still they had some difficulties with Business and IT Alignment.