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Service Excellence

Cultural change is so essential to ITSM that ITIL and COBIT and ISO20000 should have a practice (what ITIL would call a "process") devoted to it. How about calling it "Service Excellence"?

What would service excellence do?:

  • educate on the need for cultural change
  • culture change strategy and plan
  • run a programme of cultural change: communication, education, motivation
  • audit and review culture change
  • ensure cultural change forms at least a third of the effort/investment of projects
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