Tagresponsive

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

The Process Age of IT Service is Over

In the years before I became a specialist in all things data, I worked as an IT service functionary.  I still have a finger in that pie today, talking at conferences about ITSM and (to a much lesser extent) ITIL. I have a fondly-remembered superior to thank for introducing me to ITIL in the 1990s. He was a (somewhat maverick) IT manager at a prestigious London firm and I was the newly promoted IT support manager. “Get yourself on Noel Bruton‘s IT manager course”, he said. “It’s brilliant”.

I did and it was. I picked up numerous shiny pearls of wisdom from the no-nonsense Mr Bruton. He also mentioned en passant an IT support framework called ITIL, which I’d not heard of at the time. When I returned to my desk I spent some time researching the subject and eventually bought the two OGC volumes – Service Support and Service Delivery. I was, it must be said, impressed. It immediately became clear to me that the structure and certainty which ITIL promised would be irresistible to the industry. I subsequently found myself proselyting to all who would listen about the future approach to IT service.

Continue reading

© 2017 Cxi Blog

Theme by Anders NorenUp ↑