The service desk, and with it IT support and customer service, has long been a big part of how end users (or, as I like to call them, “internal and external customers”) perceive the IT organization and the quality of its service delivery. Think about it, customers are forming their opinions based not only on their hardware and the IT services they consume but also on: the “IT people” they come into contact with, how these people perform, and how they (the customer) are treated. Also think about the context – it’s usually when the IT isn’t working and the customer is unable to do their job.
The bottom line for me is that none of us corporate minions have time for IT failure and, while it is still unavoidable, IT support staff need to see the business impact – and realize that there is no such thing as IT failure . . . that there is only business- and people-impacting failure. Take at look at the following Forrester Forrsights data, which compares the business and IT views of IT performance, and if you are an IT professional try not to weep at how poorly IT is perceived:
The quick view is: the business doesn’t rate IT very well (and sometimes IT doesn’t rate itself well).
The harsh truth: IT can no longer afford to ignore its “customers”