As a young and rapidly growing company, we were looking for the key to successful management and a good understanding of the ideas and principles behind our business. We decided to use ITIL framework as a baseline for defining processes, procedures, tasks, and checklists that are not organization-specific nor technology-specific, but can be applied by an organization for establishing integration with the organization’s strategy, delivering value, and maintaining a good level of competency. It allows us, as an organization, to establish a baseline from which we can plan, implement, and measure.
Key ideas behind our management ideology
Strategic thinking helps us stay relevant in the longer term.
Once in a while, we should, as an organization, take time to assess our current situation and likely future developments. Based on this assessment, we have to define a strategy or road-map, for example for developing new capabilities and service offerings.
Customer-focus is about keeping our customers happy and providing adequate services for certain groups of customers, based on their needs.
To this end, we should understand their customers’ needs, design a range of services according to those needs, and collect feedback from our customers.
Delivering services to expectations is an all-important theme in our company, and this is not possible if the services are not properly defined.
We want to define and present a clear and clean package of services to our customers as an easy accessible Service Portfolio.
We are putting a strong emphasis on creating a good customer experience, based on a consistent, professional approach to managing our projects.
Good customer support means resolving problems swiftly and keeping customers informed. But customer support is also about detecting issues early when problems can be dealt with before a larger, more cost and time-consuming issue will occur.
The purpose of Continual Service Improvement (CSI) is to avoid dangerous stagnation.
The world around us is changing all the time, and we have to ask ourselves regularly if we are doing a good job or if there is anything that could be done in a different, better way.
Continual improvement has a long history and it is often associated with a well-established management method for continual improvement, known as the “Deming Cycle” with four steps: Plan, Do, Check, and Act.