Published 14. May 2018

Increased customer satisfaction: How ITIL can help

Transition, KPI, SLA – what is common for IT freelancers can be overwhelming for some customers. But even if the terms are used in the client company, that does not mean that freelancers and customers are talking about the same things.Transition, KPI, SLA – what is common for IT freelancers can be overwhelming for some customers. But even if the terms are used in the client company, that does not mean that freelancers and customers are talking about the same things.This leads to misunderstandings in less serious cases, but can also cause entire projects to fail. What to do? ITIL could be a way to prevent that and even increase customer satisfaction.

ITIL as the basis of customer satisfaction

Freelancers, who want to have a follow-up order, should ensure that their customers are satisfied. This means not only that the project runs as smooth as possible, but also that the communication with the costumer is optimal. Many IT and SAP freelancers find that terms and phrases that are taken for granted by them are used by some customers differently or not at all.This has a detrimental effect on communication and thus on customer satisfaction. Projects work best when both sides agree in advance on a common level of communication. ITIL is one way to do that.

Increased customer satisfaction through common communication basis

ITIL is a compilation of those processes and functions that are most often successful in larger operations (such as IT projects). ITIL processes are therefore often used in small and medium-sized enterprises (SMEs), but also in large corporations, if IT services are to be defined. Because ITLI has clear advantages: For your customers, as well as for you as an IT Freelancer, it makes the most sense, if both sides use the most frequently used terms the same.If you want to try this in your next project – which you can find here by the way – we have a little guideline for you:

  • ITSCM: is the abbreviation for IT Service Continuity Management. The ITSCM deals with all forms of catastrophe management. IT freelancers are planning the steps that are needed to get the infrastructure up and running again. But they also deal with measures to prevent a disaster in the first place.
  • Availability Management: This step is about the availability of services in the customer company. But not only the availability is to be ensured, IT freelancers also show processes and procedures on how the services can be improved.
  • Information Security Management. The security of the data and services used in the company (or for the project) is the focus here.

It is quite possible that one or two or all of these definitions above will appear in service level agreements (SLAs). In SLAs, the services themselves and the type and scope of implementation (service level) are agreed on. Again, ITIL can be a guarantor for more customer satisfaction. After all, ITIL also offers processes for these course of actions in which both sides can orient themselves.So, if you’ve ever noticed that there are challenges in communicating with your customers, ITIL can help you create a common ground. Projects should run more smoothly and, at best, more quickly when using ITIL.

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