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I aim to provide valuable service by guiding organizations into co-creating a customer journey that exceeds stakeholder expectations through every interaction between the IT Service Desk and internal customers. With over ten years of experience in information technology service management and a passion for customer experience, I bring value to organizations through my service delivery and improvement expertise. As a hands-on ITSM professional, I am committed to helping organizations achieve operational excellence by improving their technology service delivery and operations management practices. My extensive leadership experience in ITSM management spans various industries, including the investment, financial, retail, health, software development, real estate, and industrial sectors.
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Away from guiding principles, service value chain, practices, etc., can you give me one simple reason why you like ITIL? If implemented correctly, ITIL values support agents for their role in maintaining smooth IT operations and user satisfaction. ITIL does that by highlighting the importance of service empathy for the mental health of the service desk agents to constrain the sharing of the user's feelings and emotions. Instead of absorbing users' frustration, support agents are encouraged to recognize and understand it. Agents can address issues effectively and consistently by demonstrating empathy, willingness to assist, and adapting their actions. ITIL encourages support agents to do their work confidently and enhances the quality of the IT services and the overall user experience. Source: ITIL® 4 Service Desk | Official Practice Guide #SupportTheSupporters #PeopleFirstIT
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