I have witnessed a situation where an IT department designed and implemented a service that they find useful and functional. And, no one else. The result was that resources were spent, service was implemented, but no one ever use it. The point is that the service was not something the customer needed, meaning \u2013 the service did not create any value in the customers\u2019 eyes. I\u2019m pretty sure that each of you will find similar examples.<\/p>\n
These days, people working in IT are pretty self-confident, particularly if they are in the same company for many years. And, they think that knowing the business or customers gives them the right to know who needs which service and why it is good for them. I would say \u2013 stop before you begin with the creation of such services or process changes. It\u2019s not IT who sets the pace \u2013 it\u2019s the customer. But, what do they care about? What\u2019s important for them? Let\u2019s see the customers\u2019 view and learn the\u00a0ITIL<\/a>\u00a0approach to reducing the gap between customers and the IT department, i.e., IT service provider.<\/p>\n The fact is that it\u2019s the customer<\/a>\u00a0who decides what is valuable or not (i.e. what creates value) to them. Not the IT. Maybe this statement sounds simple. But, my experience shows that, quite often, people in IT comment various situations like \u201cHow they (users) don\u2019t understand this\u2019\u201d, \u201cHow come they don\u2019t like this functionality?\u201d, \u201cIf they would use this application, their life would be much easier.\u201d\u2026 Honestly, from time to time I have also high expectations from my customers. I see the world with my eyes and not with the customers\u2019 one. And, that\u2019s wrong. To understand this thesis, let\u2019s consider the definition of value \u2013 \u201cThe benefits delivered in proportion to the resources put into acquiring them.\u201d From customers point of view – resources they put to acquire a service(s) are usually money they pay for the service(s). But, more important is \u2013 benefit they get. Since customer is paying for the service(s), they will decide whether the benefits gained are worth it.<\/p>\n To get a better understanding, imagine you booked your vacation, you just arrived at the hotel, and you start gaining impressions. \u00a0Well, there could be the best-designed catalogue of that destination or sales person who is highly professional in selling tourist arrangements, but it\u2019s you and your impressions who will decide whether you like the hotel, destination, offerings\u2026 It\u2019s the same with IT customers and the services they use.<\/p>\n Read the article\u00a0ITIL strategy \u2013 Framing the value of services (part I)<\/a>\u00a0to learn more about value.Value<\/strong><\/h2>\n
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