You’re implementing a new IT service and keeping IT’s customers satisfied from the start is vital. Your reputation and the reputation of IT is riding on it. A lot may have gone into preparedness, customer training, testing… but things will still go wrong. Customers will still have requests, experience faults or just have questions. This means that post go-live IT support is critical to keeping customers happy.
Here’s some things to consider getting in place to increase the chances of being able to provide good post go-live support for the new service and to minimise business disruption:
ITSM toolset RFPs (or RFTs, RFQs, RFIs – whatever you call them in your organisation) are painful. They drag on for too long and require a lot of effort and you still end up with a vendor/tool combo that doesn’t meet your needs, or that costs you more than you budgeted for. And then what happens? IT limps on, hamstrung by workarounds and compromises and, before you know it, you’re back to the drawing board repeating the whole painful process.
Having spent over a decade helping organisations evaluate new ITSM toolsets, here’s my list of the ten most common pitfalls. Avoid these and you’ll greatly improve your chances of ending up with a solution that’s right for you:
You are not as good at Incident Management as you think you are! Forget about all those glamorous ITSM processes like Service Level Management and Configuration Management, just focus on the basics of good old fashioned Incident (and Request) Management and you’ll see your IT customer satisfaction scores increase dramatically. Read on to find out why.
I was recently reminded again of the power of good customer service. I went into my local NAB branch to setup a bank account. What the ‘concierge’ and the bank teller who then helped me did not realise was that if they could not assist me effectively, I was going straight across the road to the Bendigo Bank to open the account there instead (Bendigo Bank recently received the highest customer satisfaction score among Australian Banks in a report I read). I was reasonably satisfied with the NAB, but that is not enough to keep me if I think I might get better looked after just over the road!
Using internal customer feedback is a powerful way to drive IT service improvement and far more effective than using typical ITIL-based process maturity assessments. Periodic IT customer satisfaction surveys are a great way to do this but it’s vital you get enough people to respond.
If your sample size is small, you won’t be able to reliably identify themes in the feedback. And if you’re like most IT departments, you’ll find the feedback biased towards the negative – the only people who bother to respond are those that are particularly disgruntled. And any satisfaction score you derive may fluctuate for insignificant reasons and won’t highlight any real trends.
Here are ten things you can do to drive up your response rate.