Tron knew it best – it’s about the people. IT has long been focused on the technology that people use, and not on the people who use it. And why not? After all, it is a world where people are driven by new technologies and how they create personalized user experiences — think Apple TouchID, Nest, Netflix, and Amazon. If we are so passionate about new tools and the part they play in our lives, why should IT care about being “people-centric?”
It all comes down to that personalization we crave and a trickle effect. As the world around us becomes ever immersive, the expectations trickle over from our personal lives into the professional. Outside of work, we have more control over our experiences — be it retail or healthcare. Think of the simplicity in refilling prescriptions or the ease in finding that Halloween costume online and ordering it in one click. The organizations that win are those that give people the independence in getting what they need. In order for IT to center itself as a service management powerhouse, it needs to give power to the people.
Goodbye Technology, Hello People
Not so fast! Being people-centric doesn’t mean you forget about technology. It means technology becomes secondary to people. IT was born from a time where everyone used the same kind of device and applications, all in the same way. Flexible working environments were non-existent and thought of as a cockamamie idea, and mobility was knocking at the back door. It was an age where technology was king and ruled the information. Fast forward to now, where we are in the middle of the information and digital age with disintegrating work boundaries. Technology gives us information but people are the ones that mold it and use it in the shape they want.
There are a myriad of devices to choose from and engage with, and increasing demands for flexible ways of getting work done. Systems and processes need to be designed to provide and/or capture personalized experiences, from a variety of channels, and ensure security risks are abated. The particular systems and processes chosen depend greatly on what technology the users want, when they want it, and what they want to do with it. That’s why IT is realizing that in order to bridge the enterprise together and be successful in the digital information age, it must focus on the needs of the people.
Keep Calm and Show the Users the Love
The needs of the users increase as the enterprise becomes more intertwined. Remember, it’s no longer just interactions with IT, but interactions with other organizations and external customers. Like with personal gadgets, people want a central way of connecting with each other and doing things; they desire to be in charge of how they see the information and where they can access it. You want a forward-thinking IT organization and successful and transparent enterprise? Put people in the middle of all service interactions to deliver an unmatched, personalized user experience.