![]() It might also make you think more about service. OK, that last question probably took it a little too far, but this might make you smile: So, how is your internal customer service, service experience, or employee experience?ĭo you even think of your organization’s employees – what you might call end users – as your customers or care about their service experience? Just think back to the two examples I provided above. Scarily, they might also rate the quality of your IT services based more on their service experience (what is increasingly called the employee experience or EX) than on the IT services themselves. In fact, their expectations of your IT team are likely driven by their consumer-world experiences – the great ones rather than the ones I referred to above. Your internal customers’ needs probably go way beyond the technology itself. So, consider how you deliver your IT services in terms of the what AND the how And doesn’t it sound familiar to the corporate IT experience that’s sometimes experienced? You might have engaged in an online chat or called the service provider’s helpline only to find them less than helpful – 40 minutes in a queue before speaking to someone reading from a script that didn’t match your issue.In fact, you might have felt like a number rather than a customer thanks to their actions. Maybe they were too focused on the merits of the technology or their sales revenue numbers. The online or in-store staff might have been rude or disconnected from your customer needs as you tried to buy a new service or required post-sales support.And by this, I mean poor customer service, for example: In fact, you might have recently changed service provider or refused to go with a particular provider because of their service. But you still might be unhappy with the service. You might have a competitive tariff, a sexy handset, and a great service in terms of voice and mobile data. I think it’s easier to look at this through a personal life lens than a workplace one, so think about your personal mobile phone if you have one. The internal IT organization needs to consider more than just the what when delivering its IT services, the how is just as, if not more, important. Instead I prefer to think of this in terms of the what and the how. Get a Free SysAid Trial Customer service and the service experienceĮnglish isn’t my first language so I’ll avoid the use of terms such as verbs and nouns, and other stuff that will get me into trouble with the social grammar police. But where do internal IT organizations stand when it comes to customer service or the service experience? We do all this with a focus on great service – that’s customer service and the service experience (what is commonly called the customer experience or CX). Professional services, although most customers don’t need much of this.Technology, in both product and service forms.And while we deliver a set of products and services to our customers: Or some might view service as the S in SOA (service-oriented architecture).īut for me, even in my role as SysAid CEO, it relates to the service element of service delivery and customer service. something that is consumed by an end user. For others, particularly those schooled in IT service management (ITSM) and ITIL, it relates to an IT service, i.e. For some, service relates to technology domains like network or storage services. So, what should the word “service” mean to IT?įor those that work in the IT organization, service can mean multiple things. And service in the context of the corporate IT organization is no different. So, service can mean different things to different people. And (you can tell I’m running out of steam here), it could even be a set of matching crockery of all things. For car owners, it’s the annual maintenance of their vehicle. For homeowners, it can be a utility such as gas, electricity, or water. And in other vocations it’s the length of time that they have stayed with that particular employer.įor lawyers, service is the formal delivery of legal documents such as a summons. For the military, it’s their employment, i.e. For the religious, a service is a ceremony of worship. For sports fans, a good service is a critical part of tennis success. For such a simple word it sure can mean a lot of different things to different people. ![]() But what about what service is? Think about it. And they are, I’m sure, fully aware of what enterprise service management is. ![]() ![]() In light of the global pandemic of 2020-21, many organizations have accelerated their digital transformation initiatives – through the use of enterprise service management.
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