This article focuses on the importance of emotional metrics. Opinions are subjective of course, however the power of human instinct and feeling should not be ignored. If the customer perceives the service to be sub-par, then the chances are this is the case – regardless of the attainment of any SLA!
Steven worked managing IBM midrange (AS400, iSeries, Power Systems) until 2013 when he moved into service management. He has 4 years’ experience managing enterprise-sized clients as a Service Delivery Manager (SDM) for a well-known Managed Service provider, before joining Marval Software in late 2017 as an ITSM Product Consultant, using his real-world ITSM experience to help customers mature their ITSM processes, underpinned by Marval’s ITSM solution, ‘MSM’.