itSMF 3rd Thursday: ISO/IEC 20000-18: Experience Management – From Service Performance to Service Experience
Traditional service management has focused heavily on processes, SLAs and operational metrics. However, organisations are increasingly recognising that meeting targets does not always equate to a positive customer or employee experience. The recently published ISO/IEC 20000-18 standard introduces guidance on Experience Management and how organisations can incorporate experience-focused thinking into their service management systems.
Join this webinar to explore the key principles of ISO/IEC 20000-18, understand the relationship between service performance and service experience, and learn practical approaches for measuring, managing and continually improving stakeholder experiences. The session will examine how Experience Management can complement existing ITSM practices and support the delivery of greater business value.
