Redesigning the IT function
Matt Ballantine, Angel of Disruption, Stamp London
1. Nobody really knows how to manage IT these days
2. The only people who might know are the people who are the people who consume the services
Client —> (Promise, Provision, Proof) <— Provider
- What do they think they’re getting?
- What do you think you’re providing?
- Is there a mismatch?
Word of mouth
The services you deliver
The way they are packaged
Typical Service desk ticket annoy people
Things to consider
User focus – the experience, not the process
Tone of voice
Consistency of messages
If you don’t tell them, they won’t know.
Example – Supermarket receipt with ‘multi buy savings’ given
User reporting (Google Service Status)
Closing loop on client / user surveys (“you said, we did”)
Challenges So Far
Service management & CMDB & Service desk
Hard processes easier to measure
Woolly stuff like “Brand’ tricky to justify on cost basis (see above)