Redesigning the IT function

Redesigning the IT function
Matt Ballantine, Angel of Disruption, Stamp London
2 Contentions
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
Customer Service
Client —> (Promise, Provision, Proof) <— Provider
  • What do they think they’re getting?
  • What do you think you’re providing?
  • Is there a mismatch?
Your communications
  • Marketing
  • Brand
Word of mouth
Prior experience
  • inside
  • outside
The services you deliver
The way they are packaged
User Journeys
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
Management Reporting
User reporting (Google Service Status)
Closing loop on client / user surveys (“you said, we did”)
Service Canvas
*white board
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)

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