business has wants and needs. How you, as a service provider, satisfy their
appetites will indicate how successful you are. In the not so distant past customers
had to deal with lengthy wait times on phone support lines and long physical
queues for assistance. Over time technology has enabled us to improve on the
delivery of service to customers so why hasn’t the translation been made from
the shared services to the business.
Question - How is your internal organization serving
Think about an everyday situation. If your local shop
stopped carrying the items you needed and were available elsewhere it is highly
likely that you would switch shops, even if only to get the one or two items. The
trick is that these other service providers understand your businesses needs
even if you don’t. they look for ways to upsell and bundle to not only get your
business to keep coming back to them but to entice them that they have other
products and services for sale. While your business will still come to you for
the staple items they may be shopping elsewhere for specialties and you may not
even realize it. It is possible that they are looking right now, and in time
your services may not be able to match up to your competition
Another challenge is that we (and by that I mean you and
I) find it have a different expectation of the services we receive when we are
at work as compared to outside the office. If we were to get a less than
satisfactory turnaround on a request, even though it was promised to be
completed quicker we might be more likely to shrug our shoulders. However if the
same situation happened to us personally we would not tolerate it. Think about
when you started with a new company you likely signed off on an onboard package
of some type including the amount of compensation, possible health care
coverage, weeks of holidays but did you see a page which said you should have
lowered service expectations as part of the company. We need to hold ourselves
to a higher standard with regards to service delivery to our business as they
may not tolerate us for long
While these examples really apply to any shared service
provider I choose to pick on IT as this is where I spend my time as an employee.
Trust me this is not an IT issue, it is an internal service provider issue and
I have experienced it first hand while attempting to get service from other
To turn this around start thinking of service delivery
like your business does. For them to succeed your business needs to be in a
position to be scalable and adjust to the economic climate in which it exists.
If they cannot meet customer needs and expectations someone else will and your business
will be in trouble.
IT service delivery needs the same ability to be agile and
scalable to ensure they can provide the services the business needs to achieve its
Start by working with the business to identify the
services they are using right now. Which ones are Critical, secondary or
tertiary. Doing this will give you a sense of scope for your ongoing
improvements. Keep the scope simple
and target a few key areas for
improvement. Ensure that these improvements are measurable so that you can
share the success you are having with stakeholders in a quantifiable way.
Communicate this information appropriately with stakeholders in a way that
makes sense to them to keep the momentum going.
There are many ways you can leverage people, process and
technology to improve the delivery of service to your business but remember you
need to work with your business if you are going to make any improvements which
will be lasting and improve their ability to achieve.
me on Twitter @ryanrogilvie
or connect with me on LinkedIn
Labels: BRM, Customer service, ITIL, ITSM, Service Delivery, Service Management