ITIL & HCD "Mix Well” for the “Perfect Customer Outcome"

An amazing response to my last post, a huge interest sparked in both ITIL Service Design and Human Centered Service Design.  I look forward to sharing techniques from both disciplines and demonstrating when “Mixed Well” creates the “Perfect Customer Outcome”. 

 At Academy Xi one of the techniques we studied was Personas.  Personas give us an understanding & empathy for customers, typically identifying that our customers have different desires, needs and motivations. A key process in ITIL Service Design is Knowledge Management, however, little consideration is given to how the end user consumes the information within Knowledge Articles.   Using Personas, I will be working with the amazing Troy Willis - Service Director, Kinetic IT to review how Knowledge Management is designed and transitioned to service desk agents. As my illustration demonstrates (drawn by the extremely talented Gretta Jensen (my student from Academy Xi) a Service Desk typically (if not always) comprises of very different individuals. These people learn differently, come from different backgrounds and have different motivations. Working with Troy and his team, the traditional ITIL process of designing and transitioning Knowledge Management articles will be “mixed well” with Human Centered Design. The new process will best support service desk analysts acquiring, absorbing and retaining knowledge; ultimately underpinning the “Perfect Customer Outcome”.