How Gremlins And Vanilla Ice Can Help Us Deliver Better IT Services

After the success of his previous blogs (including The ABC Of ICT — The Top 10 People Issues), Paul Wilkinson of GamingWorks returns with a somewhat tongue-in-cheek look at IT, IT service management (ITSM), IT service delivery, and this “IT end user thing” some people call a “customer.”

I hope that it makes you smile but, more importantly, I hope that it makes you act. I’ll leave it to Paul . . .

“IT’s not about the IT?” Really?

I’m always surprised — no, amazed — in fact staggered. That’s it, literally staggered, at how poor “we in IT” are at being customer and service focused. Ever since I passed my ITIL v1 exam I have been aware that ITIL (the ITSM best practice framework) has always, always, been about customers and service. David Wheeldon taught me this when I was a “technogeek” who thought that end users were something dangerous and contagious.

I used to think that we should outsource the business, as they got in the way of IT and were simply annoying. David taught me that end users were human after all, just like us, and it was our job to provide services and value to them. I wasn’t convinced initially, but I was willing to be open to the idea.

That was more than 20 years ago, and while we have had ITIL in all its variants for more than 25 years, we still score badly on the customer-focused side of things.

Why does IT struggle with the concept of customers?

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