My Airline Lost Me – A Lesson in the Definition of Service

If you know me, you know that I travel quite a bit. But something just happened to me that has never happened before; my airline lost me.

First, a quick back story: Recently, I flew out of Phoenix to Burbank, and had quite an enjoyable flight experience (I was upgraded to first class!) – it was a short, smooth, comfortable flight on a nice early autumn day. My flight back, however, was a different story. When it was time to check in for my return flight at the end of the week my reservation was no longer active. I called the customer support line, and the customer service rep said, “according to our system you were a no-show for the flight out of Phoenix, therefore the reservation was canceled.”

Where Are We?

Everyone around the table agrees, “What we’re currently doing is not good. We’re not providing value to the business. We need to CHANGE!”

Someone innocently asks, “Where should we start?”

Instantly, eight hands go up – each person has their own ideas and agendas. As the confusion grows, the transformation is deferred but the pain remains.

Sound familiar? I hear the same thing every week.

In Honor of Football Season: Talent or Strategy?

Being a sports fan, I often find service management analogies in sports. So in honor of the beginning of football season, I would like to present the similarities between a football team’s season success to the success or failure of service management (although I do realize this may prevent me from being invited to your Super Bowl party!)

My premise: A team full of great football players may not always be the best team in the league, or even win many games for that matter.

Pink’s experts at SearchCIO

Pink News Editor | September 19, 2018 ITSM Expert Team

SearchCIO’s Ask The Experts section is a treasure trove of wisdom and advice by IT experts on a wide variety of topics, and recently Pink’s own experts have added their own gems! 

Here is what Gary Case and Charlie Miles, both principal consultants with Pink Elephant, have recently contributed to SearchCIO’s repository.

Business Relationship Management Is A Practice Rather Than A Process

I find one of the biggest and most prevalent challenges to establishing a BRM capability is to look for a process in which to define your BRM activities. This is a mistake! Business Relationship Management is a practice across many processes rather than a single process in itself.

Business relationship management is a skilled role that is best positioned as a personal connector, facilitator, and leader between the business and the IT organization.

Driving Maximum Business Value with Integrated Service Management

The ultimate goal is to enhance the delivery of business value by improving the end-to-end value chain and businesses are finding that ITIL, Agile, Lean and DevOps have all become essential tools to drive business value and high-quality customer service.

The next step in the evolution of IT service management is one of the most powerful and relevant. It takes the best of the best practices to create a fit-for-purpose approach.

Integrated Service Management addresses how ITIL, Lean, Agile, DevOps, Organizational Change Management and Business Relationship Management practices collectively enable process acceleration, increase efficiency, lower costs – and deliver business value.

Get an overview of the synergistic benefits of integrated service management with Troy DuMoulin’s three-part webinar series:

Breaking News: The 411 on ITIL 4

Pink News Editor | August 27, 2018 ITIL & Beyond

In the IT universe, this is a seismic event of a massive magnitude!

Pink Elephant is at the 4front of the ITIL wave of change. Click here 4 more in4mation.

Trust Pink Elephant – your ITIL Experts – 4 the latest news on ITIL 4.

(Have more "4" ideas? We'd love to hear them!)