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Contents1 Guiding principles1.1 1. Focus on value1.1.1 Who is the service consumer1.1.2 What is the consumers perspective of value1.1.3 The customer (CX) & user experience (UX)1.1.4 Applying the principle1.2 2. Start where you are1.2.1 Assess where you are at1.2.2 The role of measurement1.2.3 Applying the principle1.3 3. Progress iteratively with ...

Key inputs and outputs of the service value system (SVS) are opportunity, demand and value. Everything in the SVS begins with opportunity and demand which trigger activities to produce the creation of value. Not all opportunity or demand entering the system are automatically accepted. In many cases there might be a ...

The Service Value System (SVS) is the machine which turns opportunity and demand into value for the organization, customers and it’s stakeholders. The service value system includes the following components, all interconnected, working together to achieve a desired output, creating value (think of all the gears in a watch all interconnected ...

Contents1 Outcomes2 Costs2.1 Costs removed from the consumer2.2 Costs imposed on the consumer3 Risks3.1 Risks removed from the consumer3.2 Risks imposed on the consumer4 Utility & Warranty4.1 Utility4.2 Warranty A service provider should always evaluate their services to create an outcome which meets the needs of their service consumer – ...

Contents1 Service relationship model2 Service provisioning3 Service consumption4 Service relationship management No longer are business relationships mono-directional (the service consumer distant from the service provider) – To create value, an organization must do more than simply provide a service. It must also cooperate with the consumers in service relationships. Typically ...

Contents1 Resources, products, services, offerings2 What’s included in service offerings?2.1 Goods2.2 Access to resources2.3 Service actions Stop thinking about products (goods, resources, actions) as something which are stand-alone offerings by an organization. Products should be seen as a configuration of a organizations resources which are designed to offer value to ...

Contents1 Value chain activities1.1 Plan1.2 Improve1.3 Engage1.4 Design & Transition1.5 Obtain / Build1.6 Deliver & Support2 Service value chain in action2.1 Creating new SVC and service values stream.2.2 Adding value streams to a value chain New to ITIL v4 is the Service Value Chain (SVC), which is at the center ...

Contents1 Setup the gmail API1.1 Create a new project and enable to API1.2 Create a new Service Account and download the JSON file1.3 Enable GSuite OAuth/Domain Wide Delegation1.4 Make a copy of your “Client ID”2 Grant Domain-Wide Delegation (GSuite)3 Get/Update Signature in PHP3.1 Set all your variables3.2 PATCH (update) a ...

Contents1 Install the Salesforce Package:2 Add a remote site:3 Test out your Webhook Salesforce Visual Workflow has made the life of admins so much easier, with the simplicity to integrate and interconnect business processes without thousands of lines of code. To take this one step further, we’ve put together a ...

Contents1 Install the Salesforce Packages:1.1 Install the latest Twilio Helper Package1.2 Install the Open CTI demo app2 Update call center settings:3 Assign your users to the call center:4 Update the APEX code:5 Add Open CTI to your Layout:6 Test everything out:7 Known Bugs:8 Take away? If you’re reading this then you’ve ...