The Root Cause Of All Evil In Service Management (And Poor Customer Service)

To my surprise, one of my highest rated and most popular online courses is still the first one I ever created: IT Service Management Foundations. Maybe not as sexy as a topic like writing a book, building your online imperium or enjoying luxury travel experiences – but popular nonetheless. And something I can still get very passionate about from time to time as I have absolutely zero tolerance for poor customer service.

Here’s the root cause of all evil (and poor service): Most organizations try to overcomplicate or over-design their processes and technology implementation projects. Trying to get it right the first time. Attempting to make things perfect from the start. In doing so those organizations might be aiming too high, thus setting themselves up for failure. With a gradual approach, taking small steps at a time based on quick wins that make people happy you can build the processes and toolset implementation on the solid foundation of acceptance in the organization.

Focus on Quic…