Taginnovation

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

IT Service – View From The Top

This one’s for the leaders.

Are you CEO or COO? Senior manager? Well-connected big fish in your enterprise? Then please, read on.

In truth, this post is for everyone else too, but it is leadership types whom I am hoping will be those who are most inspired by it.

So leaders – as individuals occupying elevated positions in the organisation, you are probably aware that your experience of IT service is quite different to that of the ‘regular’ staff. Right?

For instance, if you – personally – identify the need for a software application which might create efficiencies in your day-to-day job, or which might deliver considerable business benefit, then you’ll know how to get that utility into the business. If you are a CEO, you’ll probably harangue your CIO or CTO. If you’re a CIO, or another senior manager, you’ll more than likely be aware of the right person to talk to to make it happen.

But what if one of the other people in the organisation – that is, one of the ‘users’ – spots an opportunity for technological innovation? I’m sure you need no reminding of who exactly these ‘users’ are. They are the guys and girls who are the product of the carefully considered and expensive recruitment policy that you’ve implemented. So in this the information age, who do these ‘users’ turn to in order to turn their information technological ideas into reality?

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