Live Roundtable: Who owns the service process?

The process gap

Service managers require ever more sophisticated processes to enable delivery of ever more complex services. IT departments want to manage the complexity in IT applications and prefer to revert to Best of Class software vendors, whom they expect will come with a ‘standard’ solution. The fact is that most service IT projects do not deliver the expected results for either party.

As technical services have evolved from warranty and product support to vendors guaranteeing uptime and response times on products, newer  services offer advisory and other knowledge driven services, whereby a positive perception of customer experience drives the value. Professional process management in service is becoming more important for the business success.

Several approaches to process management exist: The waterfall approach to design grand process models, develop systems and implement with a big bang, iterative process improvements, sig sigma optimisation techniques, ITIL IT Service Management models, decomposing the process in smaller components, and design, build and implement component by component to name a few approaches.

All such approaches have in common that the GAP between the business owner of a process that is looking for the right output, has to see eye to eye with the IT developers that are trying to codify processes into robust software applications.

We are looking to share experiences and look for Best Practices from several experts in a diverse set of service industries. What drives success, what can we define as standards to professional service process management in the industry?  

Noventum Service Management