Cure Your Service Desk With Customer Experience

One of the best TV comedies in the UK over the last couple of years has been The IT Crowd. It is about a fictional IT department and plays to all the possible IT stereotypes. One of my favorite scenes is from the very first episode in which a ‘user’ is left waiting for their call to be answered for an excruciating amount of time and then another ‘IT professional’ is shown speaking to a ‘user’ in complete technology gobbledygook. Yes, this clip is funny but surely these are all extreme cases and only slim comparisons can be made to Enterprise IT today? 

I have to be honest here and say that during my time as an enterprise management consultant I saw all that happened on this clip, but surely modern day IT organizations don’t suffer from these problems? Well, maybe not to the same extent but how often have you heard, or even whispered, these famous words when working with the IT service desk or help desk:

 “Have-you-logged-a-ticket?”

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