Customer Centric ITSM
Paul Wilkinson
Helping CIOs & IT Leaders transform Service Management through modern & proven approaches ?? Top IT Service Management voice
In 2025, businesses will increasingly treat IT services as a customer experience function. As companies aim to improve user experience, ITSM will take on a more customer-centric approach, where the focus is not only on internal stakeholders but also on external customers.
Customer-centric IT Service Management (ITSM) is an approach that places the focus on delivering exceptional value and service to customers. Traditionally, ITSM models have focused on internal processes, efficiency, and service delivery from the perspective of the IT department. However, customer-centric ITSM shifts this focus to the experiences, needs, and expectations of the end users or customers who consume the IT services.
1. Enhanced User Experience
IT services are designed and delivered in a way that enhances end user experience. This involves creating easy-to-use self-service portals, providing intuitive service requests and maintaining quick response times.
2. Personalised Services
Customer-centric ITSM tailors IT services to the needs of individual customers or groups. This can involve customising support based on user preferences or different user roles.
3. Pro-active Support and Communication
Rather than waiting for things, customer-centric ITSM strives to anticipate and resolve potential issues before they impact the customer. It also involves maintaining open and transparent communication, keeping customers informed about the status of their requests, incidents, or changes.
4. Continual Improvement
A customer-centric ITSM strategy continually evaluates and improves services based on customer feedback. Service improvements are driven by the objective of meeting customer expectations, ensuring that IT services evolve to support changing business needs.
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5. Collaboration Between IT and Business Teams
By involving both IT and business stakeholders in Service Delivery, the goal is to align IT operations with customer requirements. Collaboration helps ensure that the IT services delivered are both relevant and impactful for customers.
6. Outcome-Based Metrics & XLAs
Success is measured by customer satisfaction, service quality, and the ability to meet customer needs, rather than just focusing on operational efficiency. This involves tracking metrics such as Net Promoter Score (NPS), customer satisfaction scores, and resolution times from a customer perspective.
Experience Level Agreements (XLAs) are used to define and meet the expected level of user or customer experience. Whereas traditional SLAs focus primarily on IT metrics, an XLA is concerned with measuring and guaranteeing the quality of the user experience itself.
By adopting a customer-centric approach, companies can ensure that they are not only delivering services efficiently but also fostering stronger relationships with their customers, ultimately leading to better customer retention, improved service adoption, and enhanced overall satisfaction.
Are you an IT Leader looking to explore the concept of Customer-Centric ITSM? If so, then please get in touch -