I’ve written a number of blogs about IT service management (ITSM) and IT service delivery many of which have expressed opinions based on observations and conversations rather than “facts.” A new Forrester report by my colleague Eveline Oehrlich has some facts to substantiate what we already knew even if we chose to ignore it.
This is one of those pictures that really is worth a thousand words. In fact all three of these figures make it easy for me to cut short the commentary.
It’s interesting to see the geographical differences but, despite these, we still see a consistent gap or gulf between “How IT thinks it is doing” and “How customers think IT is doing.” Funny how our metrics aren’t a sea of red – in fact our metrics dashboard is often a sea of green.
“But that’s just perceptions” I hear you cry, “We still do a fantastic job in enabling business activities with cutting-edge IT.” But could we do better? Please read on …
I need to make this brief; the failure of the lump of plastic that used to be my BlackBerry has made me very time-poor today …
It has been an interesting year for RIM and for the BlackBerry. RIM has seen the erosion of its corporate mobile-email dominance (as employees prefer the usability of iPhones and Android devices), its brand was adversely affected by the BlackBerry Messaging Service being "the weapon of choice" for the thugs involved in the London riots, its tablet play has limped into the iPad's market, and now we have the prolonged service outage ... Sorry service OUTAGES.
The extent of the outage has been and continues to be shocking (there is no way it should have been this severe). But to me, in my capacity as an analyst, and observer and advisor on IT service management best practice, the real issue here is how RIM has handled the situation.
In managing the outage, RIM has acted like an old-fashioned technology vendor rather than a modern-day service provider; while we talk about BlackBerry devices we are really buying into the BlackBerry service. And we expect that service to be consistently delivered relative to service promises and our expectations thereof.
While we would prefer there not to be an interruption to service, most of us appreciate that "stuff" happens. When there is a service-affecting issue, we have a set of minimum requirements as customers that need to be catered for:
Firstly, we want early notification and a speedy resolution or a work around. As a minimum, that the service provider is visibly seen to be applying significant and varied efforts to the resolution of the issue. We want to see that the service provider cares.
Secondly, we want our expectations to be managed. Communications should keep us informed and be honest about when we should expect service resumption.