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Enhance Business Value through Customer-Centric IT Service Management

ITSM 2.0: Both unnoticeable and remarkable at the same time.

  • Business units are IT’s customers. However, some IT departments are not doing enough to deliver quality customer service.
  • IT is often too busy fighting fires to focus on delivering customer service excellence.
  • If IT is just providing technology services and not focusing on customer service, they will be outsourced to the Cloud.

Our Advice

Critical Insight

  • Traditional ITSM emphasizes development and supply of IT services through best practices, which is technology-focused. Info-Tech recognizes the need for a customer-focused business model and recommends the adoption of ITSM 2.0, which views every decision and action through the lens of the customer experience.
  • Implementing customer service practices in your IT department will prove to be very beneficial.
  • Customer service excellence is the delivery of exceptional services that are both unnoticeable and remarkable. A happy customer can be a silent customer. By preventing a problem from ever becoming a problem, customers will be more satisfied with IT services.

Impact and Result

  • Change the ITSM philosophy of your IT department to one that focuses on the customer experience.
    Improve IT success and add business value by delivering customer service excellence through:
    - Enhanced Customer Engagement: The act of giving your customer fulfilling and rewarding interactions, and exceeding their expectations.
    - Behind the Scenes Excellence: The unnoticeable processes that prevent a problem from ever becoming a problem, thus reducing business disruptions.
  • Prepare your organization for this change through project communication, and stakeholder, change, and workforce management.

Enhance Business Value through Customer-Centric IT Service Management Research & Tools

1. Make the case for a customer-centric focus for ITSM

Focus on the customer experience to increase benefits.

2. Understand the fundamentals of ITSM 2.0

Deliver customer service excellence through behind the scenes excellence and enhanced customer engagement.

3. Practice project communication, stakeholder management, change management, and workforce management

Get the organization ready for ITSM 2.0.

4. Develop a reactive and proactive customer engagement strategy

Deliver enhanced customer engagement.

5. Organize, monitor, and track problem management tasks

Exercise behind the scenes excellence.

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

ITSM 2.0: Both unnoticeable and remarkable at the same time.

Need Extra Help?
Speak With An Analyst

Get the help you need in this 1-phase advisory process. You'll receive 4 touchpoints with our researchers, all included in your membership.

  • Call #1 - Manage stakeholders

    Use Info-Tech’s Stakeholder Power Map Template and Stakeholder Analysis Tool to focus and prioritize efforts, then speak with a Consulting Analyst to best interpret your results.

  • Call #2 - Manage change

    Understand change management and determine next steps. Discuss getting employees onboard with the change.

  • Call #3 - Manage the workforce

    Use Info-Tech’s Core Competency Framework and Mapping Tool to identify employee strengths and weaknesses, then speak with a Consulting Analyst to best interpret your results.

  • Call #4 - Manage problems

    The problem management process requires some right-sizing. Speak to a Consulting Analyst to ensure the right steps are being taken to prevent problems from happening.


Najeeb Saour

Brian McLaughlin


  • City of Lakeland, Florida
  • Steward Mckelvey
  • State of Wisconsin Investment Board
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