Special Offer from Cutter Consortium

Service Leadership Resources

by Peter McGarahan

Download these three Executive Updates, compliments of Cutter Consortium and  Peter McGarahan:

The Shift-Left Service Strategy: Why Owning End-to-End Service Delivery Is Critical to Your Career

IT service leaders are under constant pressure to deliver reliable and available services within the budgetary constraints of the business. They look for opportunities to optimize their support model, extracting repetitive, nonvalued inefficiencies and effort that inflate support costs. As we discuss in this Executive Update, the shift-left service strategy focuses on moving issue resolution and request fulfillment to the lowest cost level in the tiered-model service organization, with a focus on "one and done" -- providing the internal customer with resolution at the service desk (Level 1) or self-service portal (Level 0).

The Concierge Center: Putting the Value of the Service-Profit Chain to Work

Today's customer is experienced, knowledgeable, demanding, and willing and able to defect to another company at the drop of a credit card. Frustrating customer experiences are rooted in customer-facing services designed from the inside (them)-out (you), absent of what's important to the customer, and more concerned with cost containment than with revenue opportunity.

Service Leadership as a Competitive Advantage: Building the Culture, Enabling Engagement, and Leading by Example

Service leadership is about doing the right thing for the right reasons and making principled, fact-based decisions. Learn more in this Executive Update.