Session Details

You Can't Do This Alone - tuning into your customers and the business

Title:	You Can't Do This Alone - tuning into your customers and the business
Topic/Stream:	People
Presentation Synopsis:	Current fashions in service management require that service providers are in tune with customers and fully business focused, but services need reciprocal involvement of the business. This session explores the roles that customers – and other parts of the business – have to play if services are to be delivered successfully. Without the active and relevant involvement of business stakeholders the support role is considerable harder, yet there is little documented to help customers deliver, or to assist the service providers in setting out how customers’ roles should look, be encouraged and judged for effectiveness. An analogy to illustrate: Why is a vet’s job harder than a doctor’s? Because a dog can’t tell you where it hurts. And doctors get better results with patients who understand about and then deliver against the concepts of healthy lifestyle, preventative medicine and risk avoidance. This talk explores how customers’ behaviour affects the quality of service and how customers become the kind that makes the service better.
Speaker/Organisation:	Ivor Macfarlane
Organisation:	IBM Ltd
Session Date:	Tuesday, 09 November at 10:00
Speaker Biography:	Having got into IT by accident in 1983, Ivor then made every IT Service Management mistake possible. He claims to have invented several new mistakes but forgot to file patents. Thus, aware of what not to do, he was recruited into the CCTA team documenting what you should do – ITIL. After 23 years in prisons (and worse places) he escaped Government employ in 1999, spent 7 years shaping odd skills he’d picked up into a career as an IT Service Management consultant and joined IBM in 2007.

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