Adam Ramshaw · Strategies
What is the role of Customer Feedback in the ITIL Framework?
An IT service delivery manager claimed his only measurement of customer experience was the ITIL service delivery process. That's a familiar mistake: confusing system-driven call-management metrics with the customer's actual experience. Here's where ITIL helps, where it's quietly blind, and how to layer customer feedback on top so you're tracking what customers care about, not just what's easy to measure.