By integrating governance, risk, and compliance (GRC) practices into service management, organizations can establish clear governance structures, ensure service compliance with regulations, implement robust security controls, and adopt a culture of ongoing improvement to enhance the customer experience over time. This leads to more stable, reliable, and consistent services, as well as an overall improved and positive service value experience for customers.

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38. GRC can support the service value experience of customers
By integrating GRC (practices) into Service Management, organizations
can:
1. Establish clear governance structures, compliance controls, and
reporting mechanisms.
2. Ensure that their services comply with relevant regulations and meet
customer-specific requirements.
3. Implement robust security controls, privacy measures, and risk
management practices.
4. Adopt a culture of ongoing improvement and customer-centricity. This
involves collecting feedback, monitoring performance metrics, and
implementing corrective actions to enhance service value over time.
Leading to:
▪ More stable, reliable and consistent services.
▪ Overall improved, enhanced and positive service value experience.
“doing the right thing vs doing the things right”

39. “doing the right thing vs doing the things right”