Session 106: This Isn't What We Meant! Setting and Managing Expectations


Wednesday, November 18 at 10:00 AM

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One of the biggest challenges service providers face is in setting and then managing customer. When delivery fails to meet expectations, customers can become frustrated and angry, leading to strained relationships, eroded trust, escalating demands, and calls for discounts or penalty payments. And what about our suppliers, end users, and even our own colleagues?

Without properly set expectations, customers and colleagues may have an unrealistic view of what should be delivered and how. They will make demands that cannot, or sometimes even should not, be met. So what can be done? In this session, we will discuss the sources of expectations and how to discover them, assumptions versus contracted commitments, and service level management versus service level agreement. Attendees will come away from this session with an understanding of:
• The nature and sources of expectations, both real and perceived
• How to discover customer expectations
• How to apply the principle of mutually beneficial relationships
• The difference between assumptions and contracted commitments

Lou Hunnebeck

Prinicipal Advisor
DXC Technology

An ITIL Expert with 30 years in service industries, Lou Hunnebeck is a principal advisor at DXC Technology. Her passion for improving how we do what we do brought her to ITSM from a background in process consulting, training, and ITSM systems consulting. She is the author of the ITIL Service Design 2011 Edition, senior architect/coauthor for the ITIL Practitioner Guidance publication, lead architect for ITIL 4 Foundation, and lead editor on the recent ITIL 4 Direct, Plan & Improve publication.