You make an excellent point and thanks for the complement. Quite how IT Organizations have managed to get away from understanding the services they supply to customers for so long defeats me. Service views are one important part of this but as you say there is so much more. How can one focus on Cycle Time and Right First Time improvements without being able to calculate the end-to-end impact of changes?

Glad to hear that you are doing well.

Best

Steve

Long time no speak, how’s it going out there?

Good blog! I’m glad you mentioned the importance of “Tube Maps” – as you know its something I’ve been hammering to a certain organisation for over a year now! Finally we seemed to have realised that understanding our IT estate is a matter of importance and so company-wide initiatives have begun to go out and map it, which I hope to lead on. As well as helping end-to-end monitoring, these maps will also help lay the foundation for other ITIL-aligned services such as Change and Problem Management…

You make a very valid point. The task of tube mapping itself helps IT to be much cleared about the blockages and stupidity that are common in informal and poorly documented processes.

Steve

Experience shows that this is permanent journey, although benefits can be got quite quickly. At BT the difference after a period of 18 months was quite staggering and was picked up by customers and management alike.

Steve

How long does Customer Experience Management take to implement?

Yvonne

From the business end, heuristic analysis of the customer transaction also provides a clear understanding of the transaction journey, and this may be something to consider when you start building synthetic transactions. TI certainly helps to ensure that there are no gaps and no extra hops in the transaction that add annoying delays and frustration to the customer experience..