As you sink into this reverie, consider…
Like most people in IT, you were quite busy in 2015 with new projects, hard deadlines, and of course servicing the people, maybe even with a smile. It’s no secret that IT is held to a higher standard of service when compared to other departments providing service to end users.
When was the last time you sent an email for an address change to HR and expected a response in 30 minutes and the change to be completed in 24 hours. Why not?
They are providing a service too, right? Are you not requesting a service from them?
No doubt IT is run lean, maybe even as a “keep the lights on” function, but it’s possible that HR is overwhelmed with requests too. Maybe their inbox is overflowing. How are they preventing things from falling through the cracks? How do they know when they need another head count? How can they justify it? What services levels do they uphold? How are they measured and tracked?
The same could be said of Facilities, Payroll, Procurement, and many other departments who provide services to the rest of the organization. What are they lacking? What have you figured out that they haven’t?
IT is the expert in delivering service, but it didn’t happen overnight. They paid their dues. And it’s this credit they have built that’s helping the perception of IT change inside many organizations. They are beginning to rise to the ranks of becoming a strategic business partner aligned with company goals. To be sure there work is not done. IT is making the move towards continuous improvement. Simultaneously, it’s upon this pillar they can reach out to their colleagues and help make work life better.
If they can assist other departments to provide management reports, show improved processes and increase productivity, all while improving their team’s morale, the entire organization would be able to enhance corporate performance, increase profits, and satisfy their respective customers. So where does it begin?
As IT, how do you start the conversation with other departments about integrating your solution into their team?
The very first step is to listen for hints the next time you are in the break room or standing by the water cooler. Is someone frustrated that they don’t know what the status of their new hire is? Is someone waiting on someone else to finish a task when they don’t need to be? Did someone forget to submit their expense reports for the 8th time this year? Listening for frustrations or gaps in operational efficiency can open the door for a conversation on how tools you use can make their lives easier.
About Oz Merchant
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