Why Is IT Operations Like Pizza Delivery?

Whilst with a software vendor yesterday I reused a favorite IT service delivery analogy that was inspired by, or was it borrowed from, James Finister at least two years ago. At the Forrester I&O Forum in Las Vegas this Thursday I will use it again when Glenn O'Donnell and I present on "A Mindset Change Is Needed: Support The People, Not The Technology."

To me the analogy is indicative of the fact that despite all of the investments organizations have made in increasing IT service management maturity and IT service delivery we still seem to measure our relative success in terms of IT rather than business outcomes.

So consider this somewhat frivolous analogy: comparing IT operations to pizza delivery operations

The pizza company has a palatial store and has invested in the best catering equipment (read state-of-the-art data center). It employs highly-qualified chefs who take pride in creating culinary masterpieces. When the pizza leaves the store it scores ten out of ten on the internal measurement system. This is, however, measuring at the point of creation rather than the point of consumption.

Now consider the customer view of the pizza when it arrives: it is late, cold, has too much cheese, the wrong toppings (even toppings that are unrecognizable to the customer), and it costs more than the customer expected (and wanted) to pay.

How much of this example can be applied to IT delivery?

Unfortunately too much IMO, and because we measure our success at the wrong point(s) and are too internally focused we easily miss the fact that we are not really meeting customer needs.

So have a think about how you view your relative success; or even better, ask a customer.

If you want so follow the Twitter stream from the Forrester I&O Forum please follow the @Forr_IO handle or the #IOF12 hash tag. Not everything that happens in Vegas has to stay in Vegas.

 

________________________________________________________

If you enjoyed this, please read my latest blog: http://blogs.forrester.com/stephen_mann