Customers’ expectations have shifted as a result of both natural evolution and Covid-19.
And the new behaviors and expectations they’ve developed will not be easily undone.
For example, practically all of the training and consulting we perform is now done remotely – and our clients like it that way. We’ve worked out how to train and study digitally, and it’s much easier now in terms of commuting, prices, and location; essentially, we can do it from anywhere.
This is a far cry from when I was working on the ITIL 4 Strategic Leader: Digital & IT Strategy book, which required me to fly to London for meetings. That was about the requirement for face-to-face communication, which is now available via video call.
Aside from the consequences of Covid-19, customers in any industry are increasingly turning to self-help: performing transactions or seeking customer assistance online, as well as using self-checkout in physical stores, rather than interacting with a human.
As we have become more reliant on technology, this has resulted in advancements in digital products such as Zoom during the last two years. Achieving this has entailed an increased reliance on development, delivery, and quality improvement approaches like Agile, DevOps, and Lean.
However, ITIL 4 also has a role to play in this growth.
Modern working methods, such as Agile, are no longer optional; they are required.
The company relies on the Scrum framework and has become even more agile in this digital age as a result. All of our remote teams meet daily to share how they’re contributing to the team’s overall goals. They typically work in two-week sprints. After each sprint, we discuss what went well, what did not go well, and where you can grow as a team or organization before restarting the planning process.
These tactics help us stay aligned and get products and services into the hands of customers faster. We haven’t discovered any way to accomplish it as efficiently as this, and it also allows us to move and alter course rapidly if necessary.
However, ITIL 4 is complementary in that it provides a framework, structure, and consistency for how we work.
It ensures that we have defined important principles and processes and that we are keeping a clear focus on customer needs; not simply producing technology because it is cutting edge, but because it is what customers want and need!
While ITIL 4 helps us with day-to-day operations and keeps “the trains running on time,” Agile, DevOps, and Lean techniques allow us to rapidly design new, innovative solutions.
While our company has adopted a range of alternative approaches and frameworks, not everyone sees it that way. Development and operations mindsets can still be at odds.
So, how could IT workers avoid becoming trapped in one technique – or belonging to one best practice “tribe” – to build broader knowledge and skills for the benefit of themselves, their teams, and their organization?
Instead of insisting on a single solution, consider the problem you’re attempting to solve for your customers. In other words, you don’t basically use a hammer to create a bookcase.
When you know what you need to do, you can choose from a variety of tools to get there; nevertheless, this takes a thorough awareness of all the tools accessible.
If you find yourself stuck in one way of thinking, it’s a good idea to learn about other teams and how they work, ask questions to acquire various viewpoints, and gain a better understanding of what your customers want.
Maintaining a curious mentality is important because, as stated by the ITIL 4 framework, you cannot co-create value if you do not comprehend more than one perspective.
Here at CourseMonster, we know how hard it may be to find the right time and funds for training. We provide effective training programs that enable you to select the training option that best meets the demands of your company.
For more information, please get in touch with one of our course advisers today or contact us at training@coursemonster.com