In my previous article, I have made a brief introduction to what I am about to discuss now. In that article, I have listed out the seven guiding principles that we need to know in ITIL 4. In this article, I want to start with the first principle which is “Focus on Value”. Follow me as I throw more light on this principle in this article.
I have talked about value and value creation and co-creation in my previous articles. I am not going to do that again. You can search to learn what I have said about it in my previous articles.
Here are some facts you need to put into consideration…
#1 Identify your customers as part of a focus on value
There is a need for you to identify who your customers are. By identifying them, you will be able to reach out to them and pinpoint what they are looking for in your products and services. This will help you to address their concerns while delivering your products and services.
#2 Understand their perspective
You also have to be sure that you are on the same page with your identified customers as far as their perspective of value is concerned. I do not need to say it that it is what they want that you have to provide. They are the one paying for such goods and service. You need to provide goods and services that will delight them.
#3 Map out intended outcome as part of a focus on value
You need to know this fact that whatever project you embarked upon and you cannot clearly state what the outcome will be cannot be referred to as a project. You must have Key Performance Indicators that shows what you want to see at the end of the day.
You should be able to adjust these indices as you move on with your project so that it can be in tune with reality. I might set a goal to have one million readers on my blog in a month. If I later discovered that I am not able to meet upon with even 2,000 readers after several months. Then I need to readjust my target to something more realistic.
#4 Understand Customer Experience and User Experience as part of a focus on value
In a nutshell, you have to understand how customers feel after they have used your products and services. You should b able to use this result to improve the experience for your products. Take for example someone that runs a blog. Your eyes must be on the average time that people spent on your blog. You have to know how many articles they read when they come to your sites. If some of these figures are low, it is expected that you find out why your subscribers are experiencing difficult and do the needful to correct the errors.
Here are other practical applications of this principle…
#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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