Deconstructing ITSM

9 November 2015

Don’t forget the steering wheel

Filed under: ITSM,requirements management — Joe Pearson @ 21:42

Someone recently said to me that the need to manage the customer’s experience of a service once it’s been delivered often seems to get forgotten. And I was reminded of this illustration I put in a presentation some years ago.

Don't forget the steering wheel

Service management is usually an afterthought

Yes – that’s vintage 1990s PowerPoint clipart.

You wouldn’t sell or hire out a car without a steering wheel and dashboard instruments. As a customer you wouldn’t expect to hear “But it does 0 – 60 in 7 seconds with a top speed of 115. And it complies with government emissions standards (no … not just under lab conditions). The documented requirements didn’t say anything about the end-user being able to control the direction or receive reports on the actual speed.

So why is this so common with software and with technology services?

And why is this still an issue after 20 or 30 years? (more…)

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