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In view of the global pandemic of , many organizations have accelerated their digital transformation initiatives - through the use of Enterprise Service Management. And they are sure I'm sure what the Enterprise Service Management is. But what about what service? Think about it.
Service. For such a simple word, it can certainly mean many different things for different people. For sports fans, a good service is a critical part of the tennis success. For religious a service is a ceremony of worship. For the military it is your employment, d. H. military service. And in other vocations it is the lasting time you stayed with this particular employer.
For lawyers, the service is the formal delivery of legal documents such as summons. For homeowners, it can be useful as gas, electricity or water. For car owners, it is the annual maintenance of your vehicle. And (you can say that I'm running out of the steam), it could even be a set of matching crockery of all things.
The service can therefore mean different things for different people. And the service associated with the corporate organization is no different.
For those who work in the IT organization, the service can mean several things. For some, services refers to technology domains like network or storage services. For others, especially those trained in IT service management (ITSM) and ITIL, it concerns an IT service, d. H. something that is consumed by an end user. Or some can display the service as S in SOA (service-oriented architecture).
But for me, even in my role as sysaid CEO, it concerns the service element of service delivery and customer service. And while we provide our customers a set of products and services:
We do all this with a focus on great service - this is customer service and the service experience (which is generally called customer experience or CX). But where are internal IT organizations when it comes to customer service or service experience?
English is not my first language, so I avoid the use of concepts such as verbs and nouns, and other things that will bring me into trouble with the social grammatics police. Instead, I prefer to think of the in relation to the what and the like . The internal IT organization needs to be considered more than just the what in providing its IT services, the like is just as important if no longer is important.
I think it's easier to look at this through a personal life lens than a job one, so think of your personal mobile phone if you have one. You may have a competitive tariff, a sexy handset and a great service in terms of voice and mobil data. But they could still be unhappy with the service. In fact, you may recently changed the service provider or refuses to go with a particular provider because of your service. And so I mean a bad customer service, for example:
Your internal customers must probably go beyond the technology. In fact, their IT team expectations are likely to be driven by their experience of the consumer world - the big ones and not those I've mentioned above. Terrible, you could also evaluate the quality of your IT services that are more based on your service experience (which is increasingly called an employee experience or ex) than on the IT services itself. Just think back to the two examples mentioned above. How is your internal customer service, service experience or employee experience?
Do you even think of the employees of their organization - what they could call end users - as their customers or take care of their service experience?
And would you dance for you?
Ok, this last question probably brought a bit too far, but that could bring you to smile:
It could also cause you to think more about the service. It is time for internal IT organizations to think about the technology, and even to think about the IT services they provide, is the time to think about the service experience or the experience of workers that are provided to the internal customer .
And this must be what is most important by their employees, rather than what their IT department believes in a great employee experience.
, for example, and, in particular, given the increase in remote operation access to work technology and services, which are more crucial for personal productivity and business operations, the expectations of workers of efficiency and the effectiveness of IT support are higher than ever Previously (and not simply because of better usage experiences of service and support).
If you would like to advise how to improve your IT support team's employee experience, please contact us.
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