The theme of Get to Grips 2021 is “Personalized Service Excellence”.
Service Management is a dynamic business!
The arrival of ITIL4 and concepts such as co-creation, value flows, and an increased focus on Customer Experience in the pursuit of customer-oriented services has become an ever present challenge for today’s organisations. This has become not only the quest for the IT department but is an organization-wide concern. These are just a few of the trends that have emerged in recent years and without doubt there are more to follow!
At the same time however, there is a continuous pressure to cut costs, work more efficiently and make services scalable, standardized and extensively automated.
But how can standardized and automated services be reconciled with a personal and excellent service experience? Also, how do you deal with this if you are an internal or external service provider operating within a set of constraints such as: rigid organisational structures with sub-optimal processes and limited resources? After all, excellent service provision is personal and unique to each user, depending on their specific needs, requirements, responsibilities and individual working environment.
With the arrival of Generation Y, born in the late 90s early 2000s and raised in an ‘on-demand’ economy with highly personalized services by the bol.coms and Spotifys of this world, it is high time to ask us these questions!
During our annual Get to Grips event, we will shed some light on the elements that play a crucial role in realizing personal services, including:
1. Value streams & processes
2. Organisation and people
4. Partners & Suppliers