SMITten with ITSM

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SMITten with ITSM

Rob Saxon

February 8, 2010






“The best way to find yourself is to lose yourself in the service of others.” – Mohandas K. Gandhi
 
Love is in the air. It’s the time to think about husbands, wives, candy, roses, Cupid, ticketing systems, customer meetings…wait, rewind. Ticketing systems? Customer meetings? Do they have anything to do with love? It might sound strange, but it’s true: If we love our customers, there is no better time of year to show it by providing amazing service.
 
And since service management is far more important to our customers than information technology, the acronym should be SMIT, or Service Management through Information Technology, rather than ITSM. There are many methods for structuring the improvement of the service that we provide to our customers. Methodologies such as ITIL, Six Sigma and Total Quality Management all contain valuable (though complex) tools and techniques to improve services.



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