IT Service Management

CONCEPTS

Part3

کارهایی هست که دیگران هم می توانند انجام دهند، آنها را انجام نده.

حرفهایی هست که دیگران هم می توانند بزنند، آنها را بیان نکن

و چیزهایی هست که دیگران هم می توانند بنویسند، آنها را ننویس!

کاری را بکن که فقط تو می توانی انجامش بدهی.  

آندره ژید

IT Strategy Business Model Kano model

Service portfolio BRM

• Biz and IT strategy alignment

IT Strategy

Business Model

Kano model

Service portfolio

Business relationship management

Business Relationship Manager

• Needs• Complaint• Compliment

Rather than beginning with shiny new technology, we start by trying to establish deep, personal empathy with our users to determine their needs and wants. We must fill in two blanks:

Dr. James Patell, Stanford d.school

Our users need a better way to ___ BECAUSE ___.

The because portion is a BIG deal.

همزاد پنداری

Expectation

Let the importance lie in your look, not in the thing you look at. the fruits of the earth : Andre Gide

Expectation

Perceived Quality

Perceived quality is defined by the gap between what people expect and what they actually experience

Touch Point

Great service experiences happen when all

touchpoints play in harmony

People Are the Heart of Services