Forbes: ITIL 4 is coming

Forbes: ITIL 4 is coming

When ITIL v3 was introduced I was strongly involved in its launch in The Netherlands. At the time I was portfolio manager Service and Performance Management at Getronics PinkRoccade (also known as old Pink Elephant) and ITIL was cornerstone content for us. It was an interesting experience to see how little appetite for change their was among the ITIL consultants and how much the image of ITIL was already tainted by bad implementations (and you should and do not implement ITIL anyway). Now, we see the introduction of ITIL 4 and I feel a bit mixed about it. It seems at one side that the expected update will add value…

McKinsey: The expanding role of design in creating an end-to-end customer experience
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McKinsey: The expanding role of design in creating an end-to-end customer experience

The expanding role of design in creating an end-to-end customer experience Time was, a company could rely on a superior product’s features and functions to coast for a year or more before competitors could catch up. Or a well-honed service advantage could single-handedly buffer a company from start-up challengers looking to nip at its heels. No more.   [siteorigin_widget class=”Recent_Posts_Widget_Extended”][/siteorigin_widget]