An adequate and future proof service management approach includes much more. It involves:

• the customer experience of your services

• gaining and keeping control of your eco-system to deliver your services end-to-end. More and more, this eco-system consists of partners and suppliers who co-create value for your customers.

• understanding what service brings which value to each individual customer. It is about unburdening your customers.

• the efficient use of your employees’ capacities, employee satisfaction, a balanced workload and performance expectations.

And all of this while taking security and privacy into account. Altogether, it involves a lot more than just a number of ITIL processes and a ticketing tool. Anyone who wants to be ready for the future and to transcend the ever-increasing expectations of customers, but also the ever-increasing complexity of the services to be delivered, must raise their service management bar higher.

You will need to put things in place with regard to:

• Measuring and responding to the results of customer experiences (Experience Level Agreements)

• The collaboration of your internal and external service providers (Service Integration and Management)

• Unburdening your customers and employees throughout the organisation for all support services. (Enterprise Service Management)

• Mapping the chronological steps a customer takes from a need/problem to its solution and satisfaction. (Customer Journey Mapping)

• Bringing the delivery and maintenance of your services closer to your customers (Shift-Left)

• Managing information security. (Information Security Management)

• Guiding your employees in the right direction. (Adoption)

These items are no longer just buzz words, but are increasingly a reality as a result of the services that 2Grips provides to clients who place the delivery of quality services to their customers or users high on their strategic agenda.