Read This!
I want to share this link to an article by Arne van Oosterom with you:
Customer journey mapping
This is exactly the type of activity that should be central to any ITSM initiative, but it never is, because IT people are so keen to hunker down in a bunker and produce MS Project plans and Visio flowcharts to deal with every possible worst case situation except the ones that occur 100 times a day and leave the user fuming on their journey home.
designthinkers
Arne is on twitter as @designthinkers
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