We worked together outlining their perceived scope, key stakeholders and current challenges and we agreed the solution would come in the form of a business facing Service Catalogue and associated Request Fulfilment process where they could define and formalise standard requests and create a mechanism for dealing with ‘anything else’.
So, the work has started, they are very excited at what they perceive to be an answer to their challenges and they are currently busy defining what the services are, trying to work out effort to task comparisons,
formalise Request Models and create sensible service targets. They have also recognised how the ‘IT’ service management tool can help them to both create a user interface and allow them to formalise and gather valuable management information.
This will help them demonstrate what they do as well as be being able to paint the picture of their services. I mentioned earlier; essential in demonstrating that all important ‘value’. Service Management makes sense to them and they don’t do IT!
Recently a Customer Engagement Manager said:
“The Stakeholder Engagement team followed service management principles to help in defining services for a team whose role and mandate expanded. The work to define services is an important stepping stone to developing a service catalogue and following on from this the next phase is to enable our customers (stakeholders from across the business) to access the services. Managing team work load, customer expectations and engagement through a more transparent and structured prioritisation process is also part of this service request system”
Left, a diagram developed at the team workshop to demonstrate their agreed ‘service wheel’.
Figure - Mind map form the Sales and Marketing Workshop
The team came up with a Service Wheel (like a high-level catalogue)