Is your BPM/ITSM Road Map Focused on your Customer?

The saying, 'IT is the business' and 'the business is IT' is more true today than ever.

If you are "on the business side" you may be embracing things like Business Process Management (BPM), which attempts to align your organization with the wants and needs of your customers.

If you are "on the IT side" you may be embracing IT service management (ITSM) based on guidance from the IT Infrastructure Library (ITIL©), which focuses on the customer's perspective of IT's contribution to the business.

The irony is that many BPM and ITIL© efforts quickly get internally focused, in spite of the BPM/ITIL© hype (or perhaps because of it). Your customers are at the heart of business success in the 21st century.

Customer Expectation Management is a business approach that identifies and shapes customer expectations, and once set by the company, those expectations must be met without exception.

The Customer Expectation Management Method (CEMM) is easy to use and learn, and has been distilled by successful companies such as FedEx, Virgin Mobile, Best Buy and others.

For a limited time MyServiceMonitor and the International Process and Performance Institute are offering a Two-for-One Discount on the upcoming IPAPI CPP™ - The Certified Process Professional class in New York City. The CPP Course uses the IPAPI CEM Method to:

    •    Observe, challenge and remove the causes of work from process (optimize)
    •    Understand, articulate and reform processes into true customer alignment (align)
    •    Challenge the customer experience to craft the strategic process landscape (innovate)

Each participant will also receive a free copy of the new Pocket Guide, Establishing a Business Lane for your ITIL© Road Map, along with the normal class deliverables (case studies, handbook, templates, etc.)

Don't embark on a journey to IT service management excellence without the business. Get them a lane on your ITIL Road Map with CEMM.

Contact MyServiceMonitor for your Two-for-One DISCOUNT on the NY CEMM class today! Call (201) 826-1374 to obtain your Discount Code.

 About MyServiceMonitor, LLC

ITSM On-Ramp™ Services leverage intelligent service monitoring, best practice guidance and key international standards. Successful ITSM adoption will ultimately require both business and IT tracks. ITSM On-Ramp™ Services add business-oriented training that is simple, effective and gets the business focused on the external customer.

This is achieved through the Customer Expectation Management Methodology (CEMM), which incorporates the concepts of Moments of Truth and Customer Value Chains into a simple to understand and easy to apply approach to achieving organizational success.

About International Process and Performance Institute (IPAPI)

The International Process and Performance Institute (IPAPI) is a membership organization helping people, organizations and their customers improve their quality of life through process improvement. The Institute is dedicated to making people’s lives simpler, easier and more successful.