At 06:40 Any manager within the Service Provider organisation is deemed to be a Service Manager. In my view a Service Owner role must be assigned who has end-to-end accountability for the service. Otherwise how will escalation work and what are the lines of communication between the Service Provider and Business Users.
At 10:00 Ian highlights the Business Perspective.
At 11:10 Stakeholders want business outcomes they desire.
At 13:09 Ian recommends that the Service Strategy book should be mandatory reading for all Senior Executives responsible for managing s ervices.
“All service providers need to define their client servicing strategy”
Ade McCormack penned a great FT article entitled “Users want service, not technology”
A strategic perspective to Service Management is necessary once you have achieved operational effectiveness because you need to create value for your customers by providing them with differentiated services.