Customer-centric Service Management for an international leader in lighting solutions

This is a good example of how a long-term professional relationship can be gradually built, relying on trust, consistency and proven results. We started off back in 2017, with two Service Managers covering the setup and development of the Problem Management process within the client’s organization. Only one year later, we grew the team and were given the responsibilities of the Change Management process. At the end of 2019, our client decided to also begin the Configuration Management process, which required an active involvement of an additional expert.

The main reason for having this growing collaboration is simple: we know that whatever we deliver to our client, it requires more than just technical capabilities – there is also a need to coordinate and manage the suitability, consistency, quality and success of services, to make sure we provide business value and continuity.

Consequently, a key element in our service management delivery involves thoroughly discussing and agreeing what this value is with the client/service user. All parties should have a common and agreed definition of what the value outcomes are, the quality levels, costs etc. And that is why we believe that effective service delivery relies on engagement, collaboration and good relationships. Because the value is created not only by the components of the services, but rather when these are accessed and used. In other words, value is “co-created” by stakeholders and ongoing feedback is essential for us.

We apply the ITIL V4 focus on Agile and modern service delivery, as our certified ITIL practitioners utilize the potential of cloud, DevOps and digital transformation to solve our client’s business issues, improve their IT capability and implement new capacities that can provide business value.

Key steps:

• We oversee the Change and Problem Management processes adoption and usage by applying the ITIL Best Practices.
• We identify areas of process improvement and implement the upgrades agreed upon with the customer.
• We enable the Proactive Problem Management process by analyzing different criteria on a monthly basis.
• We roll out the Problem and Change Management processes within different areas of the organization.

ITIL Service Delivery Definitions:

• Problem Management – the practice used to avoid, remove and minimize incidents and recurring issues, by identifying trends and taking actions to remove root causes.
• Change Management – the practice to control and manage any changes to the services, by assessing the risk and potential impact of downtime, avoiding carrying out changes in critical business periods and minimizing any impact of unplanned changes.
• Configuration Management – the practice of defining and maintaining records of assets, technology, people and other organizational details in order to map and assess relative risk and interdependence, as well as keeping accountable records.