This entry was posted on Sunday, May 13th, 2007 at 7:37 pm and is filed under Transforming IT. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
Healthcare IT & Transformation
Achieving patient-centricity with LEAN and enabling technologies
IT is a service organization
For whatever reason, IT still hides away from the pressures of customer service. As if technology and business expertise is all you need in today’s information technology roles! I am still amazed at how many IT departments haven’t made the jump to a customer service focus. Gone are the days when the DBA, network engineers and programmers can hide in the greenlit backroom so they don’t have to converse with other humans. With a long career in consulting, I equate an internal IT department to an internal consulting organization. You have customers who expect a level of service. The organization, as a whole, pays for your services and, in general, internal IT departments do not bring in any revenue. IT is a cost center!
Wake up and smell the coffee! There are so many ways to improve, measure and reward good customer service.
One Response to “IT is a service organization”
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May 16th, 2007 at 8:25 am
Hi Susan,
I’ve really enjoyed reading your posts.
This one in particular caught my eye. I couldn’t agree with your more!
I have worked in IT my entire career and must say that I’ve often felt like the departments I have worked for really haven’t cared for their customers or really bothered to measure performance which could and should have resulted in better service.
I wrote a post (http://technhealth.blogspot.com/2006/08/too-much-tech-talk-by-tech-folk-in.html) last year that you might find of interest.
Keep up the great work.
Best wishes
Sally
technhealth.blogspot.com