Top 7 ITSM trends for 2014 and beyond: End User Experience
by Martin Stewart, on 19-Sep-2017 17:01:00
Trend number two in our series of blog posts on the top seven ITSM trends for 2014 is End User Experience (EUX).
Although conversations around needs, demands and service levels usually happen between IT managers and business unit heads, employees out in the end user community are the day-to-day consumers of IT services – and they often get little say in the shape of the IT services they get. Often, the reality of what the business really needs is only truly understood by the people at the coalface. So, it follows that if the managers are making decisions on what they think the people at the coalface need (without asking them) it’s entirely feasible that they might get it wrong – and the wrong service is created. That means incurring cost without delivering value. The end user community needs to be considered throughout the process of designing and deploying a service – and throughout its entire operation. Feedback, feedback, feedback should be the mantra of the service manager. This feedback comes in a number of forms.
Everybody knows that IT needs to ensure technology is working for business people. SLAs don’t show the full picture, so it’s essential to measure the quality of the end user experience as an IT metric. Availability and Capacity metrics don’t go deep enough. Progressive IT departments are using a combination of automated performance tools (like synthetic application transactions) and customer satisfaction models like C-SAT, Net Promoter Score (NPS), and Customer Effort Score (CES) to measure the end user experience in more detail. This provides more actionable insight into the quality of the end user experience – as opposed to simply considering services to be online (and doing nothing) or offline (and doing something).
Embedding user experience measurement into your continual improvement philosophy gives you another dimension on how to make IT work better for the business. The result is a happier, less frustrated workforce and a better reputation for IT – which equates to a warmer reception when it comes to discussing the annual IT budget.
You can read more about the top 7 ITSM trends in our latest whitepaper.