In response to: Lessons we might usefully learn from a good food courtIvor, what a great read. We should send you to Hong Kong food courts more often! :) Love your lessons learned: * Understand all the factors and concerns that affect your customers decisions and satisfaction * Continual service improvement is for things that are working well – it isn’t just for things that are failing * The level of your success in good times may not indicate how well you will do in bad times compared to others * Collaborating with your competitors can sometimes make more sense than competing on everything.
Cloud & Service Management blog
Tiffany Winman 12000065XB firstname.lastname@example.org Tags:  service-management gts customer-perception ibm service-quality 788 Visits
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  financial-services service-management industry-soltuions 2 Comments 1,310 Visits
IBM Survey Results:
IBM conducted a global survey of CIOs and other IT investment owners during December 2008 and January 2009. In these ‘uncertain economic times’ the results are very interesting from a Financial Services IT point of view.
Key survey results
IBM believes that these IT investments are continuing because these companies recognize that IT services can not only help the enterprise as a whole to operate more effectively and efficiently but also provide competitive advantage. These businesses have realized that just cutting costs within IT has limited business benefit and introduces unacceptable levels of risk to the entire organization that depends on the quality and reliability of IT services for efficiency, compliance, security and even competitive differentiation. If IT is 10 percent of the operational expense of a financial services business, cutting IT by 50 percent will yield only a 5 percent reduction in business operational expense, but will most likely unacceptably expose the other 90 percent of the business to significant new problems, risks and competitive disadvantage.
Financial services organizations were also disproportionately more likely than other industries to also expect IT to be an innovator, to research and recommend enterprise strategic objectives, to identify opportunities for innovation and to develop new business areas or services.
Financial Services IT priorities to support business requirements
IT Service Management is the key priority
Conclusion and recommendations
This business-driven approach to service management emphasizes the role IT services can play in improving the efficiency and effectiveness of the organization as a whole rather than on the type of cost-cutting within IT that can produce negative and unacceptable business risks.
The study results point to the following key recommendations:
For more information:
Mike Zelle is the market segment manager for the financial services sector for Tivoli Software at IBM.
Tiffany Winman 12000065XB email@example.com 437 Visits
In response to: Service Management: The Linchpin to Cloud ComputingCloud and Service Management: What an excellent topic! :) Does Bruce Otte have a presentation or white paper he can share on this? I'd love to see a future blog entry highlighting some of they key points of his talk at the itSMF eSymposium.
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  ibm service-management communications_service_pr... service-providers customer_care 795 Visits
Industry Solutions: Communication Sector Blog
This popular notion was initially supported by stating that the wireless data market experienced 7.3 percent quarter-over-quarter growth in the fourth quarter of 2008, an overall 38.7 percent increase from the fourth quarter of 2007. However, according to Chetan Sharma Consulting, this growth cannot be sustained in a continually deteriorating economy.
During these times, both businesses and consumers are scrutinizing costs, which leaves telecom service providers vulnerable to losing customers looking to cut household and business spending. Customers will be quick to drop services that don’t meet their standards, so providers need to go above and beyond to prove their value. Subscribers have many carriers to choose from, and for some customers, the deal-breaker may be differing qualities of service, both at the network layer and call center level. According to Stratecast analyst Karl Whitelock, service providers lose a large percentage of customers because of service issues. For some carriers, the number of lost customers exceeded 10 percent of their customer base.
Proper customer care is positioned to be a game-changer for wireless providers as it builds trust and drives satisfaction. Service providers are aware that maintaining a high quality of customer service is a key factor in customer retention, but reaching this metric is always a challenge. The inhibitors to superior customer care include weak communication between call centers and network operations and poor network intelligence. By being more proactive about identifying service issues, service providers can empower their customer care representatives with the tools to improve customer experience and help grow business.
Providers can employ a number of best practices to improve customer service. These relate to boosting visibility across the network, monitoring communications capabilities and prioritizing problem resolution.
Visualizing service quality
Monitoring the customer experience
Improving internal communications
Prioritizing problem resolution
We are witnessing the telecommunications market migrate from a strictly voice-based industry to one that sells Web access, rich media content and business applications on cell phones. As this evolution continues, service providers will have to deal with the added responsibility of fielding service questions about data issues, which according to Stratecast take three times longer to resolve than regular voice service issues. Faced with this challenge, customer experience management is a valuable tool that providers can use to deliver positive customer satisfaction, high service quality and gain competitive advantage.
Scott Sobers is the program director for the communications sector for
Kathleen Holm 2700009BHX KHOLM@US.IBM.COM Tags:  industry_solutions service_management 768 Visits
Businesses around the globe are facing many of the same challenges: rising customer expectations for quality service, pressures to control costs, and requirements to manage the complexity of converging IT and business infrastructures.
While their overall challenges are similar, the types of
services, assets and infrastructures used across industries can vary
tremendously. This is why
Each week, we will feature a closer look at one of the industries highlighted above. Talk to us! What industry-specific challenges are you facing? What kind of industry-specific information and resources would you like to hear more about? Send us your thoughts.