Few organizations have customer-centric services delivery and a clear understanding and definition of the end customers. IT must manage several different types of customers, getting the right information to the right staff, in their context.
Goals and Objectives
Move to a self-service deployment model that allows line of business and IT professionals to subscribe to the services they need without instance-by-instance review and approval by central IT. This demands the use of analytic technologies, as well as tight integrations across operational processes.
Self-service interfaces, provisioning, and automation solutions, as well as integrated processes (i.e., problem, change, incident management) that enable customer feedback mechanisms
Use Case Summary
Integration of customer-centric processes, with a deep understanding of application performance, end-user experience, and IT service management