ITIL4 Customer Journey

In the ITIL4 Driving Stakeholder Value book, the Customer Journey is discussed.

ITIL4 has the journey:

explore -> engage -> offer -> agree -> onboard -> co-create -> value realization

The last three are where, in my opinion, most organizations struggle.

They know how to market/sell, have high-level demos, and send out/respond to RFPs, but ….

co-creating value in an ever-changing world is tough. Measuring the value realized is even more difficult.

Do you agree or disagree?


As you start your week, I would like to posit 2 things to consider:

1. No matter what initiative you are working on, build in an improvement mechanism. What our stakeholders view as valuable today will not be what they value tomorrow. We must account for how to handle the change, creating improvement opportunities in both what we do and how we do it.

2. Take an iterative approach with small steps. If the last two years have taught us nothing else, the best long-range plans and initiatives will be disrupted by external factors.

Disruption is coming.

Asset Lifecycle

Asset Lifecycle Management, for Software and Hardware, needs to be discussed more in our industry.

Yes, the ITAM and ITSM tools give us a lifecycle workflow, but we must vtively manage the lifecycle to ensure we treat assets as investments … which is what they are.

For example, we need defined processes for onboarding and decommissioning assets. Neither are innate to the tools.

Without both, you cannot manage the lifecycle.

We should also know the status of each asset, location, user/s, and much more, including when it is to be replaced or upgraded.

Measuring Better

We must do better.

We measure many things, but few relate to business objectives.

We capture a lot of data, possibly too much, but do so without matching to business objectives and desired outcomes.

Two things we must begin doing:

1. Ask all stakeholders what outcomes they desire, and prioritize accordingly.
2. Make sure every activity, measure, and resource to these prioritized outcomes.

Sounds simple.

It is not.

However, there is no better time to start than now.

Three “C’s” of Trustworthiness

ITIL4 DSV gives three C’s of trustworthiness in the context of a service relationship:

Capability – can they produce results?
Commitment – committed to outcomes?
Consistency – will they perform as expected?