IT Governance

CIOs Need to Redesign the Approach to IT Support Services

Let’s say you are a restaurant server and someone orders veal. If you bring them cold, discolored veal, you will have fulfilled the order, but the customer will not be happy with it. IT faces many problems of rancid veal in its service to end-users, but it does not have to be this way. In an article for, Peter Bendor-Samuel explores how this can become an improved experience.

The Support People Want

As an example that everyone is too familiar with, Bendor-Samuel says to look at a cable company: Cable companies seek to provide an efficient service for their customers, but they too often are anything but. They think about things like how to optimize their maintenance fees, rather than focusing on providing an experience that is not full of grief. The customer is left waiting at home for the majority of the day, only to have the cable guy not make it. Maybe the cable guy did come, but the problem is not fixed.

The problem is that enterprises design their workplaces in the same way: keeping in mind the perspective of the IT department, but losing sight of what is important for the customer. Sure, the costs are minimized and the processes are made more efficient, but there is a far greater cost when a customer leaves in frustration. Bendor-Samuel elaborates with this:

Just consider the loss of productivity from the time the support service takes, the amount of user frustration and the inability to use corporate assets effectively. This price is extremely high in enterprises. And it leads to rogue or “shadow” IT as well as low productivity.

The Internet of Things (IoT) may hold some valuable answers in rectifying this problem. If enterprises took on an IoT perspective, i.e., thinking of how useful data could be derived from the various devices that connect with the enterprise, they could anticipate problems better and predict when a device or program may fail. Bendor-Samuel considers how wild it would be if IT could communicate automated solutions to user issues.

Once companies begin to think more with the end-user in mind, they will see a skyrocket in positive customer feedback and an overall happier end-user. You can read the original article here:

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