Earlier this month I presented at the itSMF Belgium Conference – you can see the slides here – Let’s demonstrate value, not what we do.
The theme was a simple one – how do IT and technology organisations not only deliver, but also demonstrate value…?
Sadly, more often than not, this question is still met with all the wrong kind (not to mention volume) of information.
The ‘inconvenient truth’ is that conventional IT reporting is for the most part of little business or IT management value. Once this is truly understood and taken on board, there is a a real opportunity for IT to demonstrate value in a way that brings maximum benefit both to its own department and to the organisation as a whole.
How is this achieved? By making several key shifts in focus:
- Move from systems to services – let customers know that you 1) understand their needs and 2) deliver on time
- Ensure that you have a clear ‘menu‘ and processes in place – service catalogue and ongoing SLM projects
- Know where you’re going – create an SLM route map with your customers at the core to keep you on track
- Keep it simple and clear – communicate and report back to your customers in their terms, not IT terms
- Walk the walk with your customers – actually go out and talk to them, spend time with them, experience their perspective
The essence of all this?
Put your customers first
The overall theme of ‘taking the customer/business view’ is one I’ve promoted and supported for many years – thankfully it is now starting to be taken seriously and as a fundamental part of any successful service management approach.
This is good news for our ITSM industry and can’t happen soon enough in these fast changing times.