Your Client
They have a business to run. They do not have the time, or interest, to invest in coming up to speed with the various methodologies. How would they know which one is right for them? Will it address all of their issues, now and in the future? Have you ever seen an organisation trying to keep up with the latest, only to confuse their staff by constantly changing direction and strategy? It does not work for them. It cannot work for them. That is where you come in.
The client requires your services because they have a service-related issue. Begin by understanding what that issue is. Do NOT tell them how ITIL, or DevOps will fix it. Also, beware of a client that says, “We need to implement ITIL.” They probably don’t.
Collect information about:
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Speak in their terms. Be tool and framework agnostic. Explain back to them what you understand the situation to be. Once you and your client agree on this, then start talking about possible approaches. Talk at a practice level or lower.
You are not at a solution stage yet.
Use the practice within your expertise. See if this feels right for them. Think about the other methodologies that could cover the same ground.
Can you add to the perspective so the client feels they have options? Your job is to know the different options and offer them as means to address their issue.
See what sits best with them. Determine the timeframe and goals to be achieved. What fits best, small increments or big-bang? Let the client talk and you listen. I have seen consultants engaged where they wanted to convince the client how clever they were. The client wanted to escape the meeting.
Build a plan of attack. Work it through with them. Does this fit with their business / service strategy? If not, adjust accordingly. Beware if you ever catch yourself saying, “According to ITIL…”.
For new clients, both you and they are not sure of the ultimate value outcome. Take an Agile approach of delivering something small, so they can try it, and give you feedback. Then plan the next steps together.
It will take longer this way. But you will get greater customer buy-in, build your own creditability, and find the best solution for their problem.
All this without mentioning any particular framework. Understanding the way frameworks interrelate is your job not theirs.
Remember, the two things that matter are You and Your Client – NOT this framework or that methodology. Be truly “Customer Focused”. Always look for the best way you can assist them to solve their issues. This means keeping yourself relevant, and their situation upper most in your objective.
GOOD LUCK.
About the Author
"Gary is an independent Service Management consultant and trainer. He has been a member of itSMF for over 12 years. Gary is a ITIL v3 Expert and v2 Master, with supporting knowledge in Agile, DevOps and Lean Thinking."
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