CIOs Should Reconsider the IT Support Services’ Process Design

There are various issues workers in managed IT services provider Edmonton should consider. However, after considering the computing environment for end to end computing environment it’s important to possibly rethink which IT groups provide support for their end users. In many cases the support interactions are much like cable companies’ support interactions. It’s important to point out that the majority of customers of cable companies think that the process is very stressful.

Cable companies develop their customer interactions to be as efficient as possible for the cable company. They try to lower or optimize the cost of communicating with customers. Cable companies design the particular process so it becomes the most efficient use of their installation/maintenance fees. The companies think about the best ways to maximize the increased revenue per client and then upsell.

It’s a good situation for the cable company but can be a very difficult for the client. Consider the number of times you’ve worked from your home in order to meet the cable repairman since you were informed he would be there at a certain time. However, then he doesn’t get to the house during the whole day. So you must wait again, and other situations they don’t fix the problem properly during the first time.

Enterprises design their workplace environment for computing like cable companies. In other words, they develop support from the perception of dealing with matters for the IT group rather than for the end users. The design for support process tries to reduce the cost while maximizing the IT effectiveness. This only made sense when the focus was on tech excellence. However, it’s 100% wrong for the changing times in which the experience for the business-user is the most important matter.

Here is a common problem. Users often have to contact a particular help desk, call center, or service desk. However, they have to wait when there’s a particular problem that must be dealt with. Afterwards the help desk spends some time cataloging the particular user. That includes a stressful talk in which the user attempts to describe their particular problem. The team at the help desk then tries to provide the user with advice for actions they’ve probably already done, such as rebooting the computer. Then they request that the user explain the problem. In many cases they only fix the problem in part. Besides that, they do it based on their own timeframe or plans.

The experience of IT support that the majority of business users receive is very stressful. This is mainly because it’s developed for the interests of the enterprise instead of the client. CIOs should rethink services for IT support from the perspective of the business user. About half a decade ago the CIOs were the leaders and the business users were the followers. However, the opposite take place today. Today, business users are making the rules.

People should think about lost productivity from the time required for the support service, how much user frustration is involved and the failure to use company assets in an effective way.


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