Yesterday, I started the discussion on the first ITIL 4 Principle which is “Focus on value”. In this article, I want to discuss some practical application of this principle in a service management environment. Let me do justice to that in this article.
#1 Know how customer use each service as part of ITIL 4 Principle
In order to satisfy your customers better, you need to know how customers use each service. That means you must understand what customers are looking for in your service. This will help you to know what should go into the production of every products and services.
#2 Encourage a focus on value
In order to deliver value to your customers, there is a need to work on the perception of your staffs. You have to let them realise that the reason why businesses exist is to serve customers. They have to be customer centred and work towards delivering value to their customers. They need to know that it is when customers are satisfied that they will come back for repeat purchase.
#3 Focus on value as part of ITIL 4 Principle
There is a need for you to focus on value during operational activities and improvement initiatives. You have to always ask yourself whether types of machinery that you have put in place are delivering as expected. Even if the machinery is working the way they supposed to work, you should not close your eyes to continual improvement drives.
#4 Continual improvement
There is a need for you to include a cus on value on any continuous improvement initiative. As the business continues and you are having the support of your customers, the line of communication must be opened. This will allow customers to guide you on areas that they want you to improve upon. That is the guarantee that the product or service will remain relevant.
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