The conspiracy theory is still alive – that somehow, due to powers beyond common comprehension, IT is obstructing and confounding the business’s well-intentioned attempts to utilize better technologies. Sarah Lahav for InformationWeek would like to kill that theory once and for all. She offers three common myths about IT that deserve to be busted.
Myth No. 1 – IT Created the BYOD Mess
IT did not create the bring-your-own-device (BYOD) phenomenon, but it did fail to stop it. With the introduction of new mobile technologies came expectations about what constitutes effective technology at work. Rather than offering these new tools to internal clients, IT departments balked at the opportunity. The result is that today, many businesses implicate IT for the chaos of BYOD. The lesson was learned. The blame is unfounded.
Myth No. 2 – Service Catalogues Communicate Service
False. The products and services of IT are often valuable to the business, but simply emailing a catalogue to customers is no replacement for successfully communicating their utility:
IT is responsible for marketing and selling its own services. As tech companies have discovered, you can't release features and expect adoption — you have to let everyone know about the capabilities and business value first.
Myth No. 3 – Service Metrics Reflect Reality
Lahav is explicit in her condemnation of the misuse of service metrics. For instance, you can’t realistically assume that first-contact resolution is making the customer happy. If the ticket stays open, it means their time is being wasted. What if, instead, their complaint is quickly elevated to a specialist who can actually help? Likewise, counting the number of incidents as a measure of good service is no substitute for knowing if resolution was achieved effectively.
When left unmanaged, the image of IT becomes tarnished by suspicions and doubts. That is why, if IT is to have a successful future as part of the business, it must first change perceptions about its potential to accelerate the enterprise.