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How to Improve Stakeholder Engagement with ITIL

March 25, 2021 | ITIL® and IT Service Management
Read Time: 04:00

A Perfect balance is the Key!

In order to implement successful ITIL-based ITSM (IT Service Management) in an organization, effective coordination among the organization’s various departments and teams is required. You need to bring everything together and align them – be it your teams, the processes, the technologies or your strategies. If you don’t get this coordination right, you may deliver what doesn’t fit your organization’s objective. Get it streamlined, and see the power unfold.

Most organizations tend to subtract the human element i.e., people – the stakeholders – and only focus on the factors that they consider most relevant, usually technologies or businesses processes. While other elements are essential for an organization’s growth, stakeholders also play a vital role in a business’s success.

These stakeholders are further classified into two categories –

  • Internal: People (employees, managers or investors) that perform within the organization.
  • External: People (customers, suppliers, etc.) who impact the organization with their influence.

No organization can fully function and succeed without its stakeholders, which is why a good stakeholder management strategy is required to improve their engagement. This is where ITIL comes into play.

ITIL 4 IT service management framework acknowledges and addresses stakeholder management with a module called – ITIL Specialist: Drive Stakeholder Value (DSV).

Let’s discuss in detail how ITIL can help with stakeholder engagement.

Improving Stakeholder Engagement with ITIL

  1. Ensure High Satisfaction:

    Previously, ITIL considered stakeholders’ satisfaction through service level management, focusing mainly on the outcomes, utilities and warranties. However, ITIL 4 considers experience as important an element as the outcome while consuming a service.

  2. Human-Centred Designs:

    The module, with its practical guidance, helps understand customer behaviour better. With this, your organization can alter & design its services to achieve better user experience and usability.

  3. Optimized Customer Experience:

    By adding concepts of customized customer and user experience via i.e., utility & warranty, organizations achieve better outcomes.

  4. Influencing and Encouraging Stakeholders:

    To improve stakeholder engagement good communication is necessary. How? By listening to them, understanding their needs & requirements, then further working on improving the dynamics of the service relationship.

ITIL now has a multi-dependent system where both the consumers and the producers work together. This ultimately leads to greater stakeholder satisfaction and engagement.

Managing – Stakeholders’ Engagement Process

Communicating with the stakeholders, meeting their needs and seeking their support for successful business projects by addressing any issues that might occur during the project’s life cycle!

That is what managing stakeholder engagement means. This includes –

  • Ensuring their commitment at every stage of the project.
  • Meeting expectations via negotiations.
  • Anticipating future issues and addressing potential problems throughout the project life-cycle.

How can that be achieved? Regular Updates!

To improve the stakeholders’ engagement, regular meetings could be arranged for updates. That is, depending on what level the stakeholder holds, they could be provided with weekly or monthly updates.

These updates could be about the business, the IT teams, their areas of work or their individual goals. Further, the responsibilities should be communicated clearly, stating if they can take certain actions or not. For this, any of the medium or channel can be made use of – emails, video conferences, workshops, face-to-face meetings, intranet, etc.

Upskill Your Team

Cognixia – the world’s leading digital talent transformation company is an AXELOS Authorized Training Organization (ATO). We offer learners a complete portfolio of ITIL training and certifications, with a 100% moneyback guarantee!

Our ITIL certification training sessions are conducted online that has live & instructor-led classes. This ITIL course introduces learners to ITIL 4 concepts & practices, where they learn how organizations can use this data or information to efficiently and effectively conduct their business activities. After earning the ITIL 4 Foundation certification, learners will be qualified to get enrolled in advanced-level ITIL 4 certification courses.

Our ITIL 4 Online training covers:

  • Basic concepts of organizational service management
  • The four dimensions of company service management
  • Guiding principles of company service management
  • The service value system & service value chain
  • General management practices
  • Risks and costs management
  • Service relationship management
  • Service management practices
  • Technical management practices
  • ITIL 4 Foundation practice exams and certification exams

Along with comprehensive ITIL4 training, learners also get lifetime access to all the learning material & recordings of the video sessions via the LMS.

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