Experience is about People, Processes and Tech - In that order
Unhappy end-users, losing productivity daily, a constant stack up of support tickets for IT incidents and requests? If this sounds familiar then something is wrong.
Delivery great services need to start from the end-users themselves, and the areas they are shouting about which needs improvement. If you aren't listening to your end-users, then you face the dreaded watermelon effect and the continued bad reputation that IT departments so famously hold.
Focus on People and understand what they want, then tailor the processes and tech around what your end-users want. In this episode of Happy in 15, Pasi and Sami dig into why Service Delivery has been going wrong, from the theoretical formulation of delivery and improving services, to the new structure that will reform your IT Departments view on how Services need to be successfully delivered.
Prefer readable content? Read our blog on why Experience is about People, Process and Tech - in that order!