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How to Use ITIL to Move to a Service Culture?

May 7, 2021 | ITIL® and IT Service Management
Read Time: 05:00

In every business, developing a service culture is very important. To make that happen, ITIL 4’s principles come into play.

First, let us understand what ‘service culture’ in an organization –

Service culture covers the services or arrangements that are designed to suit the suppliers. For instance, the offering of IT services under the service level agreements that are defined by IT, but not for customer benefits. This would be referred to as a transactional governance culture that is based on commercial arrangements for suppliers’ benefits.

Another example would be the KPI of service availability, mentioning “99% uptime”. This uptime is mainly focused on the numbers and not the customer service. Today, we’re not restrained to a ‘9 to 5’ schedule. We also do not always rely on on-site servers or network devices as well. Therefore, there should not be a reason for IT services to be unavailable at any particular time.

Organizations need to work on understanding the outcomes, value customers’ needs, and redefine their IT culture.

ITIL 4 & Service Culture

ITIL 4 has increased the flexibility of work. The customers have supported this cultural change in services. So, to retain the customers, organizations have aligned their business strategies with their digital & service strategies.

Along with ITIL 4’s digital & IT strategy capabilities that help the businesses with their analysis tools, ITIL’s dimensions of service management enable businesses to focus on value, rather than governance & processes.

To attract customers and retain them, your organization needs to focus on “customer experience & innovation”. Therefore, your operations and services have to scale with the IT services. To maintain the customer relationship, your organization needs to focus on and correct the out-of-date service level agreements and improve their responsiveness as well as agility.

ITIL 4 – Key Steps to Service Culture

Here are the important steps that will help you develop a service culture in your organization –

  • Define Where You’re At – The Current Business Situation

    The best way to begin the journey to establishing a service culture is to know the current state of your business. Define the existing business processes, cultures & behaviors, and review them before making any new changes.

    Planning & implementing the service management further includes the following steps:

    • Organization’s mission and vision
    • Strategy & governance
    • People and the roles & responsibilities
    • Product & technology
    • Culture, service, & attitude
    • Organization relationships

By identifying all these factors, you will get to know about the pain points, and what needs to be improved.

  • Business Plan – What your business strives to do

    Determine the business requirements and define where do you want to take your business to, what do you want to achieve. You need to understand the role of IT in your business strategy. ITSM speeds up the process and delivers what the customers and users need.

  • Building capabilities, value streams & processes

    With ITSM, your business has the power and the ability to do something as it builds capability. Focus on high-value activities instead of repetitive elements.

    Realize the value for the customers through internal and external activities or processes. This is done via value streams & processes which enable value creation through products & services. Under the value streams, you need to define the steps that need to be taken to create and deliver the products & services to your customers. This involves structuring portfolios to get a clear picture of what needs to be delivered and how.

    In contrast, processes include the inter-related/inter-acting activities which transform inputs into outputs. Under this, policies are defined and broken down to know what needs to be done by whom.

    For this, you need 6 archetypal activities:

    • Plan
    • Improve
    • Engage
    • Design & transition
    • Obtain or build
    • Delivery & support
  • Management Practice Guidance

    ITIL 4 introduced a new Service Value System (SVS) that is more flexible and has 34 management practices to apply across the entire value chain. SVS considers the four dimensions of organizations i.e., people, technology, partners, and value streams, just like the continual improvement model. Understand each practice under this guidance and involve stakeholders in analyzing the implementation.

Including ITIL in your business’s ITSM environment can help you gain customers and provide other business benefits.

Get Certified in ITIL to Incorporate it Successfully with

If you are looking to sharpen your skills and receive your ITIL 4 certification or you’re looking forward to upgrading from ITIL v3, Cognixia is here to sort you out!

Cognixia is the world’s leading digital talent transformation company that is committed to helping you shape your careers and future by providing you with insightful training and certifications in digital technologies. We are here to offer you the best online learning experience to enhance your knowledge with immersive training sessions, ultimately adding to your skillset. Cognixia caters to both the individuals and the organization workforce through super interactive instructor-led courses.

We are an AXELOS Authorized Training Organization (ATO) that offers the learner a complete portfolio of ITIL training & certification programs. Our ITIL 4 Foundation certification course is considered one of the most sought-after online training programs in our portfolio.

The ITIL training via Cognixia is provided by the industry’s most experienced, expert ITIL trainers and is delivered in line with the official AXELOS guidelines & curriculum.

With Cognixia’s ITIL 4 Foundation certification program, you will get an extensive hands-on practice that will help you clear the main ITIL certification exam on the very first attempt. Not just that, with our ITIL training course, you get the perk of lifetime access to the course’s learning material & video sessions via our LMS.

Learn and improve from the comfort of your home, with our intuitive & comprehensive ITIL 4 Online Training.

This ITIL training course will cover the following concepts:

  • The concept of a service
  • Services, costs, risks. and service management
  • Service relationship management
  • The 4 dimensions of service management
  • Guiding principles of service management
  • Service value system
  • Service value chain
  • General management practices
  • Service management practices
  • Technical management practices

Along with this, you get other benefits – Cognixia’s ITIL v4 Online Training program is covered by the 100% moneyback guarantee*, which ensures that you not only get the best value for all the resources you invest in your upskilling, but you would also get a full refund if you don’t clear the ITIL certification exam in the first attempt*

* Terms and conditions apply

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