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Service Management 101 | Best Practices for Customer Centered Service Management, Success is determined by the customer. The service experience is the greatest influence over customer satisfaction. Knowing the activities performed in pursuit of successful outcomes, the key interactions within the service experience directly affecting satisfaction, and the emotions and work effort these drive, are at the heart of a 'this generation' service management strategy and approach. Traditional ITSM thinking fails the customer and its sponsors. Its outdated and rooted in proc.