Clear as mud? Hopefully this will help …Look to your mobile phone service provider as a great example. The mobile phone service itself is perfectly OK:
- The price you pay is acceptable, maybe even great value for money
- The minutes, texts, and data allowances are as needed
- You receive great call quality in the main
- There’s usually decent 3G/4G coverage when you need it.
- You have to wait in a telephone queue for 45 minutes to get “service” from your mobile phone service provider – a cost-cutting measure most likely
- To enable the service provider to again reduce costs (and ultimately prices) you might be “helped” by a non-native language speaker … so you have to repeat yourself and/or get misunderstood. It saves the supplier and you money but costs you something that might be even more valuable to you – time
- The support agent follows a standard script despite it not helping (or being relevant) – you waste even more time and, if you are like me, get frustrated then angry then wish you had researched the support performance of the supplier as well as the published service attributes.
The “Consumerization of IT” – a 10-year-old red herring?According to Wikipedia, the Consumerization of IT was first written about in June 2004 – yes, it’s older than the iPhone by three years. Yet many corporate IT organizations have seen consumerization as merely consumer technology, especially the iPhone and iPad, being used in the workplace – BYOD (bring your own device). Sadly, as commonly seen with other corporate IT challenges and opportunities, there has been an inability to see the proverbial bigger picture. So we need to look beyond BYOD to appreciate that it’s merely the symptom not the root cause of the issue here. To understand that:
“The consumerization of IT is really about societal change”Source: The consumerization of IT – The next-generation CIO, PwC, 2011 That while employees might talk of having better devices, apps, and personal cloud services outside of work, and want to use them while at work, they are also enjoying a consumer service experience that includes: Customer-centric rather than product-centric support
- A focus on ease-of-use
- Knowledge availability, self-service, and service request catalogs
- Anytime and anyplace access (to services and information) in terms of mobility
- Social or collaborative capabilities that go beyond self-help.
- A skeptical 24.2% think that organizations will invest in consumer-like capabilities such as service catalogs/IT portals but will still be driven by the technology
- The remaining 67.9% think that corporate IT organizations need to fundamentally change, with:
- 35% thinking that IT departments and projects will be driven by user/customer needs and expectations rather than the technology, and 32.9% thinking that the corporate IT department will need to reinvent itself to match consumer services and service.
Source: SysAid “Future of IT” Survey (October-November 2014)Of course this is most likely still the view of ITSM professionals rather than the view of the corporate IT organization as a whole. But for me it’s a good start. Ultimately all corporate service providers – IT, HR, facilities, legal, etc. – will need to think differently about the services they offer and how they deliver them. For me, they need to start to build services, service delivery, and the service experience around the “customer” not the service provider. This thinking was presented in greater detail at the 2014 itSMF Estonia Conference – and all the presentations are now available for download here. There are also other blogs related to the conference content created by:
- Aale Roos – What did I get from itSMFest?
- Paul Wilkinson – itSMF Estonia Takeaways
- Roman Zhuravlev – Where every speaker was a keynote (you will need to use your bowser’s translate facility if you don’t read Russian)
- Sophie Danby – What Can Estonia Teach You about IT Service Management?
- Toby Moore – Podcast: itSMF Estonia 2014 – Conference highlights and top tweets!