What users want – and what they currently get

In my last post I introduced you to a recent Aberdeen Group report, Building the Connected IT Service Organization by Jim Rapoza. This time I’d like to comment on one aspect of that report: the argument it puts forward for collaborative ITSM as being aligned with what today’s end-users want and expect.

Aberdeen research into user satisfaction – and dissatisfaction – with ITSM found a high level of complaints about slow response times; some respondents also felt that the service desk was difficult to reach or unresponsive.

The report links these findings to the disparity between, on the one hand, the way people get support for consumer IT products in their leisure time and, on the other hand, the way support is delivered at work.

• With consumer products, support comes from social networks, interactive forums, knowledge bases, and, usually as a last resort, one-to-one sessions with customer support people.

• At work, getting help from peers may be discouraged, there may be a lack of self-service options, and there isn’t any way to collaborate directly with IT support staff.

Aberdeen suggests – and I also believe – that many of the complaints can be overcome by closing up this gap between the two types of support. One of the best ways to do this is, as Aberdeen puts it, “to build a connected support platform that provides social and collaborative support options, bolstered by extensive self-service and peer-enabled support systems”.

Implementing collaborative software can certainly help, but there’s much more to this than software. The organizations that have been most successful with collaborative ITSM have changed their way of working to foster collaboration in many aspects of their business, from project management to training.

The wider aspect of implementing collaborative ITSM is what I’ll focus on in my next blog post.

Latest Posts

  • We are getting ready for INSIGHTS 19

    Feb 12, 2019
    News Item

    I am excited to tell you that we have been busy at Hornbill, planning and organizing our next annual conference, INSIGHTS 19. This event is the highlight of our year at Hornbill, as we create it for our community. It brings our customers, prospects,...

  • Love me Tender

    Jan 22, 2019
    Collaborative Service Management

     Although Elvis Presley and Vera Matson were given the credit, the principal writer of “Love me tender” was Ken Darby. At the time, Elvis’ publishing deal demanded that writers concede 50% of the credit for the song if they wanted Presley to record...

  • Be the change you so desperately seek!

    Sep 23, 2018
    Blog Posts

    I love the idea of this quote, attributed to the wise man Mahatma Gandhi this simple quote is profound because it strikes right at the heart of human behavior.   In every part of our lives, there is change, and most of it is outside of our control;...

  • Why do people struggle to follow processes?

    Aug 27, 2018
    Blog Posts

    Many a great manager has asked themselves the time-honored question; How do you make people follow procedures and not miss things?  Having more or less documented the processes, and having put them into your knowledge base tool, and having created...

  • Release Roundup - Customer Feedback

    Jul 30, 2018
    Release Roundup

    Hornbill is deployed using Continuous Delivery, and this means we typically make multiple incremental releases every week. As well as providing essential fixes, we also release new features as and when they become available. To supplement the more...

Subscribe to our mailing list and keep up with our latest software updates.