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How ITIL Service Management saves Europe from the recession

After spending many years in the / ITIL space I notice that everything in time becomes a best practice, good practice or bad practice example of IT .

This week’s example has to do with Demand Management, Service Level Management and Financial Management.

The scenario is like this: I traveled from Australia (where I live) to The Netherlands (where my family lives) for a short family holiday.

As part of being in The Netherlands I wanted to do some shopping (no need to analyse my PBA’s to figure that one out!). And I did go to the shops:

1) Shop nr. one – doesn’t accept credit cards at all (what the?! All I have is a credit card, what do I do now?)

2) Shop nr. two – DOES accept credit cards, but only when you have a pincode to go with it (??? yes, I am sure the bank sent me a pin number but I never use it in Australia so I completely forgot it…)

So far the holiday has  been very cheap for me.. I WANT to spent money… I HAVE the money to spend and I know exactly what I want to spend it on… but I can’t spend it!

As a client I know what I want – the demand is there. And the demand management process has analysed my PBA … the appropriate shops are available for me to purchase the products and services that I want. What is missing is the combination between Financial Management and Service Level Management. I was not aware of the agreed service levels prior to me going to The Netherlands. And as a result I am an unhappy customer who feels ill-prepared, not able to receive the service levels that I want.

As IT organizations we can learn from this:

  • Communicate our Services and Service Levels
  • Understand what your customer wants and how they want the whole customer experience to happen.
  • Make it as easy as possible for our customers to pay for our products and services (now that I can only pay cash, I definitely spend less)
  • If you can’t offer the complete experience – communicate this very clearly to your clients.

To top it all off…

Yesterday I came prepared to the train station… I had a 50 euro bill to pay for my train ticket! Very proud moment, I felt extremely empowered. Went to the ticket machine and made it all the way through to the payment point where the machine asked me to enter 24 euro worth of COINS in the slot as the only available means of payment!


0 thoughts on “How ITIL Service Management saves Europe from the recession”

  1. well, i trully hope you enjoyed our beautifull country. Your bank was just not expecting you to travel to NL…

    Make it easy? Fingerprint. Nothing to remember, full identification, spreading the mexican flue… whats they ideal world; a pin or a finger?
    Nothing to spend, getting the flue 😉

    We, as ITIL dudes and dudettes, know what to do to have out service portfolio understood. But the world in control, thats to complex. We cannot change the world, but we can change our individual behaviour.

    Oh, by the way, on my holiday to italy, I visited the website of my bank and …. told me that PIN was needed in Germany and Italy..
    Have you checked your bank’s website?



    1. hi Hans,

      I am not trying to say that we all have to change the world (well, actually I am but only in small steps). My experience reminded me of IT clients with unknown, latent, or natural expectations and service requirements that we don’t think about. We assume a lot of things and most of our problems happen because of these assumptions.

      ITSM and ITIL help the IT group to bring those assumptions out in the open and help avoid customer service debacles. And yes – I should have checked a website or something. But then again… I travel quite a bit and didn’t have any issue in any other country and since I am from The Netherlands didn’t even think about double checking for The Netherlands.