When all is said and done, the purpose of IT service is to deliver more value to your customers. Without your customers, you don’t have a business, and without technology that’s up, active and improving, you’re not giving your customers the best experience they can have. That’s why Trianz believes that ITSM is ultimately a customer service, and should be treated as such.
This is more than just a mental exercise. Chances are, your organization delivers value to customers through technology, whether that’s servers, applications, or the technical tools that enable your employees to do their jobs effectively. This article explores the mechanisms through which a modern, well-developed ITSM platform can increase that delivered value, and how an inefficient, outdated one can squander it.
The most obvious way IT impacts customer experience is by preventing outages. This is, ultimately, why modern ITSM platforms like ServiceNow center around customized dashboards that give your IT team a clear picture of what’s working, what’s vulnerable, and what’s down. Getting a holistic view like this does a lot more than just alert you to a failure—it also shows patterns, provides quicker routes to recovery, and illuminates ways to make systems more robust. This translates to that most precious of customer perceptions: reliability.
A great IT service environment, though, turns IT into a resource for the entire company. Traditionally, IT was “the department of No”: a team of highly skilled but rarely scene specialists, only contacted rarely and reluctantly, when something went wrong. But imagine IT as a close partner to customer service providers, product managers and business development. Suddenly, “we don’t have that capability” isn’t the end of a conversation, but the beginning. Technical resources become flexible and customizable, extending everyone’s ability to deliver more to the customers they work with every day. But this only happens when everyone is speaking the same language. A great ITSM provides that language, creating a visual and written way of communicating technology status that’s broadly accessible.
With such a language in place, it also becomes far easier to understand exactly how IT considerations impact service offerings, now and in the future. A blip in the system means something to IT staff, but properly expressed, it allows engineers and service reps to see how it correlates with the experience their customers are having. This makes it possible to optimize not just for uptime, but for the many other metrics that affect what customers experience.
Together, this shared language creates a shared purpose, inviting IT staff to look at how their efforts impact customers, and inviting everyone else to pay attention to IT, as something more than a necessary evil.
If IT is a customer service concern, then a modern ITSM is the light that illuminates their connection. The brighter the light, the more clearly you can see the path forward.
Trianz has worked with hundreds of companies around the world, helping them get the most out of their modern ITSM by facilitating customized migrations. To learn more about how we do it, visit us at trianz.com.
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