Example 1
· Think of 2 customers.
· Both were born in 1948, male, raised in
Great Britain, married, successful and
wealthy.
· Both have at least two children, like dogs and
love the Alps.
· And have a deep love of music.
The example used by “This is Design Thinking
Example 2
· Think of 2 users.
· Both work for the same organisation.
· One user is technology savvy.
· One user has a computer issue impacting
customers (the other user doesn’t)
Over to You:
Why do you think most IT departments have designed their service request and incident management processes with little regard to the different types of users, their needs, motivations and environments? – except of course that very important person.
How do we measure succesful IT service management?
IT service management has created metrics to demonstrate how efficient we've become. We can tell at a glance the duration of service desk call, what the overall call volumes are on any given day, how many calls are resolved on the phone vs. how many need to be escalated to other support staff.
What we don't measure is the experience of the customer - or the experience of the service desk analyst. To clarify, yes, most IT service desks have a mechanism in place where a survey is automatically sent to the user when their issue has been resolved or a service request fulfilled.
A day in the life of IT service management
Scenario A:
Smashed it again!
Our customer service rating is 97%
Prince Charles
Ozzie Osbourne
User working from home unable to update a service level report.
User serving customers unable to login to the ticketing system to update passenger details.