Blog - Operational Problem Solving

 (Blog 5 of 5)

-Henry Ford

There is a need to create a positive touch point on every interaction with a customer. This is not as simple as it sounds for in the ever expanding technology of today the majority of interactions with customers tend to be on-line or remote connections. We are getting fewer and fewer opportunities to have a positive interaction, which means the opportunities that we have, must be positive and fulfilling. How can we possibly ensure this is going to happen?

IT Service Management Players mostly need to make decisions in a short period of time, failure to make quick effective decisions will delay solutions being implemented and therefore also customer experience.  Involving stakeholders who affect or may be affected by the envisaged decision, sounds onerous, when fast solutions are necessary.