Is Customer Experience Important To Internal IT Organizations? With Free Statistics!

You can guess where I stand on this otherwise I wouldn’t be writing this blog and others like it ...

Yesterday I was a guest speaker in an Axios webinar, called “Using ITSM to Increase Business User Satisfaction and the Perception of IT,” during which we ran four audience polls. I thought it would be great to share the poll results and my thoughts.

The webinar story arc …

I set the scene using many of my favorite graphics including the following which shows the gulf between the business’ and IT’s own opinions of how well the average internal IT organizations is doing …

… Before starting to look at how what we do and measure either increases or decreases the customer experience – including the fact that we often seem to be too focused on what we do in IT rather than what we achieve through what we do in IT (and IT service management (ITSM)). I also included a section on common metrics issues which I’ve previous blogged on here and here; and the customer experience work of my Forrester colleagues and its applicability to internal IT.

The poll results and my thoughts …

1. Do you consider the people that consume your IT services to be:

  • End Users                       17%
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Automation: Is It The Only Way For IT To Really “Do More With Less”?

The changing business and IT landscapes bring increased demand for IT (or IT services) AND increasing complexity. The slide below (a tweaked version of a genuine Glenn O’Donnell original) paints a picture of increasing complexity and an impending capability gulf; if it isn’t already here.

So can IT organizations cope by increasing their manual ability, usually by employing or buying in more people resource?

Even if they could get suitable resource (availability and recruitment can be issues), could the parent business afford the jump in labor costs as these continue to be a highly-visible element of overall IT service delivery costs? Adding more people doesn’t necessarily fit in with the now oft-quoted mantra of “do (or deliver) more with less.”

A recent webinar with ServiceNow looked at drivers for and opportunities from automation, and how to approach building the business case for service management AND automation. Where Forrester defines automation as:

“Tools that perform functions otherwise done by humans.”

If you want to cut to the chase (i.e. don’t want to read the blog) …

… Then the on demand webinar can be found here: http://info.servicenow.com/LP=1021 (sign up required)

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