This presentation series describe concepts that deliver ITIL best practice although this practice is developed for IT service management but its concepts is wider than ITSM and it could be used in other area that deliver service.

1. IT Service Management
Part3

2. ‫کارهایی‬‫می‬ ‫هم‬ ‫دیگران‬ ‫که‬ ‫هست‬
،‫دهند‬ ‫انجام‬ ‫توانند‬‫آنها‬‫را‬
‫نده‬ ‫انجام‬.
‫حرفهایی‬‫می‬ ‫هم‬ ‫دیگران‬ ‫که‬ ‫هست‬
،‫بزنند‬ ‫توانند‬‫آنها‬‫نکن‬ ‫بیان‬ ‫را‬
‫و‬‫می‬ ‫هم‬ ‫دیگران‬ ‫که‬ ‫هست‬ ‫چیزهایی‬
،‫بنویسند‬ ‫توانند‬‫آنها‬‫ننویس‬ ‫را‬!
‫کاری‬‫توانی‬ ‫می‬ ‫تو‬ ‫فقط‬ ‫که‬ ‫بکن‬ ‫را‬
‫بدهی‬ ‫انجامش‬.
‫آندره‬‫ژید‬

4. IT Strategy Business Model Kano model
Service
portfolio
BRM

5. • Biz and IT strategy alignment
IT Strategy

6. Business
Model

8. Kano model

10. Service portfolio

11. Business relationship management

12. Business Relationship Manager
• Needs
• Complaint
• Compliment

15. Rather than beginning with shiny new technology, we start
by trying to establish deep, personal empathy with our
users to determine their needs and wants. We must fill in
two blanks:
Dr. James Patell, Stanford d.school
Our users need a better way to ___ BECAUSE ___.
The because portion is a BIG deal.

16. ‫پنداری‬ ‫همزاد‬

18. Expectation

19. Let the importance lie in your look, not in the thing you look at.
the fruits of the earth : Andre Gide

20. Expectation

21. Perceived Quality
Perceived quality is defined by the gap between what people expect
and what they actually experience

22. Touch Point

24. Great service experiences happen when all
touchpoints play in harmony

25. People Are the Heart of Services