Transparency is the key to nurture service relationships.
In ITIL4 relationship management is a practice that focuses on nurturing good relationships among the members of a service ecosystem. Transparency is a very important element that contributes to nurturing service relationships. Let us explore how by using the Service Value Chain activities:
- Engage: in this activity transparency is about understanding the needs and explicitly communicating on the related constraints of the service stakeholders.
- Plan: in this activity transparency is about the criteria used to choose the right partner or supplier to deliver the service components.
- Design and transition: in this activity transparency is about estimates on timescale, cost, and level of quality of the service.
- Obtain/build: in this activity transparency is about the relationships between the service components and the needs for interfaces between them.
- Deliver and support: in this activity transparency is about the delivery model and related constraints for the service consumers.
- Improve: in this activity transparency applies to the feedback from the service consumers.
Disclaimer: the content of this post is an example of adopting and adapting ITIL4 based on my knowledge and experience as an ITIL certified Master and co-author of an ITIL4 publication.
