A lot is changing in the field of IT Service Management (ITSM) lately. The focus is increasingly shifting from process control to value creation and 6customer experience.
You can see this, among other things, in the growing popularity of XLAs, which are now even supported by a NEN standard (NEN 8038). In addition, 2019 saw the introduction of ITIL 4, in which value creation plays a central role.
One of the most important tools to promote value creation? Retrieving feedback. In this article you will read how to cleverly use feedback within your ITIL processes so that you can deliver as much value as possible to your (internal) customers.
ITIL (Information Technology Infrastructure Library) has been used since the 1980s as a systematic approach to delivering high-quality IT services. But since its inception, ITIL has undergone quite a few changes. It has since evolved from a rigid, process-oriented framework to a flexible, value-driven system. With the introduction of ITIL 4 in 2019, we will see a paradigm shift. The new Service Value System (SVS) takes center stage. This focus on value creation also demands something different from organizations when it comes to feedback.
At the heart of ITIL 4 are 7 guiding principles. In all of those principles, feedback plays an important role. Let's see how.
Global explanation of the principle: Everything you do as an IT service provider must add value for your customers and stakeholders.
The role of feedback: You only find out if you are actually adding value by asking your customers and stakeholders. Moreover, it is important not to ask for feedback once, but continuously. Needs will change over time.
Global explanation of the principle: Recognize the strengths of your current systems and processes. Don't just throw everything over, but build on what works well and focus on improvements that really make an impact.
The role of feedback: By soliciting feedback from customers and other stakeholders, you get a clear picture of the strengths and opportunities for improvement within your existing processes.
Global explanation of the principle: Implement improvements in small, manageable steps. Gather feedback from stakeholders after each stage and use these insights to adjust and refine your approach before moving forward.
The role of feedback: It is very clear with this principle. Collecting feedback lets you know if you are on the right track or not.
Global explanation of the principle: Encourage active collaboration among all stakeholders, both internal and external. Ensure transparency by sharing regular updates on ongoing initiatives, goals and achievements.
The role of feedback: Sharing incoming feedback internally is a great way to get everyone in your organization involved. This makes it very tangible what you are all doing it for. In addition, it is valuable to share with customers and other stakeholders what has been done with the feedback. That way they see that they are being listened to and are more willing to continue to provide feedback.
Global explanation of the principle: Consider your IT organization as an integral part of a larger ecosystem. Understand how different parts and parties are connected and how they collectively contribute to value creation for your customers.
The role of feedback: Share feedback outside your department or organization as well. That way, together you can make improvements that contribute to customer satisfaction.
Global explanation of the principle: Strive for simplicity in your processes and practices. Critically evaluate each step and eliminate unnecessary complexity. Focus on practical solutions that contribute directly to your goals.
The role of feedback: IT departments are often engaged in many unnecessary things. For example, they receive questions that can be answered perfectly well through an FAQ, portal or knowledge base. Low-value contact is what we call it. By collecting feedback, you can solve that. For example, by asking the simple question, "Could we have avoided this contact?"
Global explanation of the principle: Identify opportunities for optimization and automation within your organization. Implement these improvements only if they lead to efficiency gains without negatively impacting customer satisfaction or cost effectiveness.
Role of feedback: By collecting feedback, you can assess whether the implemented improvements actually lead to increased efficiency without negatively impacting customer satisfaction.
Many IT service providers already collect feedback on the satisfaction of their (internal) customers. But often this remains a simple star rating. Useful, but it does not tell the whole story. It is not only about how satisfied people are, but especially about the reason behind it. If you understand what drives customers, you can really take your service to a higher level. So, instead of just asking "How satisfied are you?", dig deeper. For example, add the question, "What is the main reason for your review?" That way, you'll discover the real pain points and success factors.
Collecting feedback is step one, but ultimately it's about what you do with it. So link that back to your customers. For example, send a short e-mail outlining the changes you made thanks to their suggestions. This will also make your customers more likely to share their opinions again in the future. Because they know: with you, their feedback does not fall into a black hole, but leads to real improvements.
What are the key factors that make customers dissatisfied now? That's what you want to work on first. In Insocial, you can use the Priority Matrix to gain quick insight into this. It shows you at a glance which improvement actions you can use to create the most value for your customers.
IT service providers often see the same questions come along and give the same answer over and over again. Low-value contact is what we call it. You can easily investigate where that low-value contact comes from. After each contact, ask the question, "Could we have avoided this contact?" This way you quickly discover where the opportunities lie to reduce unnecessary contact moments. For example, by cleverly deploying self-service solutions. Think of an FAQ, a knowledge base or an employee portal. This way you help people get started faster and relieve your team.
Do you use TOPdesk to support your IT services? Then setting up a feedback process is easy. Simply integrate TOPdesk with Insocial. As soon as a ticket is closed, a survey is automatically sent to your customer. This lets you gather valuable insights effortlessly, without any extra work for your team. Arbo Unie is also improving its services with this link. Read below how they use TOPdesk & Insocial, with success!
Do you want to focus on value creation for your customers and stakeholders? With Insocial you get powerful tools to collect feedback, analyze it and immediately turn it into improvements that make an impact. Request a no-obligation demo and discover how Insocial can help your company integrate feedback into your ITIL processes.