CIOs Need to Reconceive the Process Design for IT Support Services | Sherpas in Blue Shirts

I’ve been observing the end-user computing environment and believe it’s time for a complete rethink on how IT groups support their end users. What I usually find is that the support interactions are a lot like support interactions with cable companies – and most cable company customers feel that’s an infuriating experience.

Cable companies design their interactions with customers to be most efficient for the cable company. They seek to optimize or lower the cost of talking to their customers. They design the process to make the most efficient use of their installation and maintenance fees. They think about how best to maximize the revenue per customer and upsell.

That’s great for the cable company but infuriating for the customer.

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