Is ITSM still relevant in the Digital Age?

Closing the stable door after the horse has bolted?

Why does IT always show up after the event?

The Bright Horse team have just returned from ITSM18 – the theme of the event and the big question being asked was ‘is IT Service Management still relevant in the age of Digital Customer Experience?’

Tony Price of Virtual Clarity and David D’Agostino of Nexthink did a great session entitled ‘Experience Level Agreements: Kicking the KPI habit’…and in that session Tony identified that shift left has been (mis)used to represent the passing of IT issues to the customer by way of self-service – all the while adding to the ongoing obsession with fixing issues – rather than preventing them.

We are having the same conversations at these events that we were having 20 years ago. Why are organisations still experiencing the same issues?

David alluded to the context for this in that employees & customers have an experience of technology at home like a luxury dream-liner and go to work and experience that of an old army aircraft.

The enraged customer is becoming more prevalent and people are working in sub optimal environments. Service desk generally hear about issues reactively – people will have complained to everyone including the CIO before issues are registered, by which time they are enraged.

Productivity in the workplace is a huge issue. The average UK worker loses about 9 days per year due to technology issues.  Extrapolate that out to the number of employees and average salaries and you are beginning to get a view on one cost element of downtime, outages and a lack of system and service availability.

Instead of focusing upon the creation of endless KPI reports, detailing irrelevant metrics, which takes man hours, if not days of peoples’ valuable time, why doesn’t IT focus upon a proactive approach that has prevention as a critical success factor?

The digital customer experience is still an experience. An experience is consumed, it creates a feeling within someone. A positive feeling is a positive outcome for a service provider. Emphasis is usually placed on automating the service though the use of tools and processes to remove manual steps. Emphasis should also be placed upon the human element of any service. This could be to free up our most valuable assets at the support end to focus on higher value complex tasks, giving them greater motivation and job satisfaction. Whilst the ability to pre-empt customer issues and to resolve them before an experience becomes negative, is very powerful in positioning IT as a proactive, coordinated, intelligent function that has its customers at is core.

We strive to help our clients improve services in IT, from a people, process and technology perspective. We have partners with excellent tools that can offer automation at the service desk, for Service Request, Incident and Change management, but also that can support and underpin Problem Management, Capacity, Availability and Service Asset & Configuration – managing the estate, hardware, software, licensing – to ensure a better all round experience for the customer.

For further information on how we can help you to improve or automate services and to engage and develop your employees, get in touch and see how we can help.

 






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