Organizations are always looking forward to taking more and more steps to meet the market’s changing requirements. Realizing the current situation, the decision to be more digitized is wise, but the question is how you could transform your organization into a digitized form. There are many trends, techniques, and tactics for this purpose. Agile service management is one of them.Agile service management best practices cause more benefits to organizations.It cause more rapid responses according to the changing environment of the market. These rapid responses are more beneficial for organizations.
Agile service management refers to the implementation of the agile mindset to service management. The agile mindset is a software development methodology developed to make service teams faster. Now the question is, how could we implement Agile mindset practically? We have given some Agile service management best practices to answer this question.
Unlike ITIL, Agile does not provide a complete step-by-step process. It provides guidelines on how you should set up your work. Following are some Agile service management practices. We hope you will benefit yourself by approaching these practices.
Make sure that everything you do should be valuable to your customers. Sometimes, service teams put more effort into an unnecessary thing that is not so important. In this regard, important matters have to be awaited. The more Agile way is to keep a record of which thing is the most important for the customers. A test group could be made for that purpose. This test group would be helpful for you to prioritize the things which are more important to the customers. It is necessary because if you continuously waste your time on less valuable things, then you could not be able to get custom satisfaction despite spending your time and money on it.
Keeping a close relationship with customers is a more Agile way to keep them satisfied. It is too important because, without an intimate relationship, you cannot realize what customers want and what is annoying them. Through a close relationship, you will be able to know customers’ queries and suggestions which could improve your service. You can take various steps in this regard. For example, a suggestion box could help you to empower your relationship with the customers.
An unmotivated service desk employee probably leaves a less positive impression on customers. That’s why employee satisfaction is paramount to being more Agile. Now the question is, what are the leading causes of decreased satisfaction of employees? There are many reasons for that, for example, salary issues, duty timings, place of work, duty terms, problems with colleagues, or a lousy work environment—all things that cause a decrease in employee satisfaction. An essential part of the Agile mindset is to give enough time and attention to your service team so that they can perform better.
The agile mindset empowers the concept of flexible processes. ITIL does not offer flexible processes. For example, a change request goes through different predefined steps in change management. The only thing you can do is accept or decline. There is no option to change the plan. If you want to change, you must stop the process and start a new one. Walking with a static plan in the current dynamic changing scenario doesn’t seem easy. That’s why your process should be flexible and capable enough to accept new changes. It simply means leaving room for your team to run the process as it seems to be fit.
An Agile way demands the process to be workable as soon as possible. Processes of change or improvement could take more time. It could be challenging to implement a process entirely in one step. That’s why the Agile mindset wants a step-by-step implementation. It is because if a process stops due to some reason like lack of budget or lack of workforce, then it does not affect the previous steps which were completed before.
The agile mindset demands an organization to make their service operation more simple to be more Agile. Your service operations should not be full of unnecessary steps. It should be simple not only from the customer’s perspective but for the service team also. A more complex service operation is annoying for both the service team as well as the customer. A simple service operation causes more Agile service management.
Agile is a parent term for many frameworks and practices that guide these frameworks. In this article, we have provided you with Agile service management best practices. These practices could be more beneficial for the service management of organizations. It is because these are the ways to be more Agile, and Agile service management causes more satisfaction to employees and customers. Speedy response through Agile methodology helps organizations to work more efficiently.