CategoryDigital

Why IT Service Must Leave Taylorism Behind

These days, much of the internet chatter generated by the IT service community is on the subject of change. It is unclear whether this is due to the sector looking over its shoulder and seeing the eager face of digital approaching, scythe in hand. Perhaps the industry has had a genuine epiphany and has realised that the old style of IT service isn’t cutting the mustard with the users (customers).

Regardless of the reasons why, there is undeniably much ado about this topic and phrases such as transformation, renaissance and even metamorphosis trip easily from the pages of numerous blogs. Without doubt, this is a very refreshing development after years of what felt like shouting in the wilderness with a few others (for example, Aale Roos). It might be a bit early for breaking out the Veuve Cliquot as there are still huge swathes of ITSM functionaries out there who avert their eyes from anything that threatens the orthodoxy that they have become comfortable with over these last thirty years.

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..and what of your ITIL service desk in the shiny digital world?

The strategy is in place.

Consultants and UXers are swarming like excited honey bees. Digital is the nectar.

Fresh mantras are replacing the dusty old ideas. Responsive! High customer experience! Peak user!

The steady murmur of buzzwords hum in the air like electric current – cloud shift, mobile, lightweight apps. Analytics.

This hive is primed and ready to fly into the new tomorrow.

But in this bright, new and shiny world, what of the ITIL service desk? When password resets are all self-service, and applications and infrastructure are in the cloud, how will the future unfold for this historical artefact of a department; they who were not invited to the fiesta digitale.

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Free-Thinking IT Service? Because You’re Worth It

When I was an undergraduate at the magical University of Sussex in the early nineteen-nineties, I read a great deal of feminist literature. Initially, I was affronted by it all on account of perceived slights to my gender. However, I eventually came to truly value the feminist challenges to the status quo.

Out of the many new learnings from reading these books one that stuck was the deconstruction of marketing methods the cosmetics industry. In actual fact they are not terribly clever, just insidious. It goes something like this:

  • “You’re not looking your best today”
  • “Those fine lines around your eyes are a problem”
  • “Your complexion is dull and lifeless”

When they’ve finished making the potential customer feel worthless, they then offer the elixir.

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Just Do It

One of my oldest friends is fond of using the word dischuffed. I met him when I was still living in the south of England. He hailed from the north so I assumed it was some Lancashire phraseology because I’d never heard it used prior to meeting him. Unconsciously, and probably by dint of spending a lot of time with him in my twenties, that word has become a part of my personal lexicon. I’ve seen it listed in the Collins dictionary recently and was a little surprised to find that it is a real word!

Today it’s proving very useful because I’m finding myself highly dischuffed by the fact that I left a Nokia phone charger (not so important) and my Moleskine notebook at the venue of a speaking gig that I attended yesterday.

That Moleskine notebook contains all manner of scribblings. There is a chapter of a novel that I was writing last year, countless business ideas and various other notes. That Moleskine is like my unconscious made material. So yes, very dischuffed.

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Can IT Service Ever Be Sexy?

So let’s get to the point.

In the first post in this series, The Process Age of IT Service Is Over, I used the verb proselytise on more than one occasion. Since then, I haven’t stopped proselytising. In case you missed them (to coin a hash tag), I have posted the following all on the subject of transforming front-line IT service such that it is fit for the digital era.

Such extensive proselytising was always going to have an end. I mean, I wanted to do something about this state of affairs and be, as they say, the change that I wished to see in the world. This was the reason why Cxi was created. The name is a mnemonic which means customer experience and innovation – and it’s pronounced “cex-ee”.

So you see, IT service can be sexy. Continue reading

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