Customer Service

Summary:

IT Providers and Customers:  Where You Stand Depends on Where You Sit

David Ernst

Enterprise 2006,

May 25, 2006

Chicago, Illinois

 

Abstract:

This session will engage participants in a dialogue about how we are doing in our efforts to improve customer service from the IT department. We've had at least 15 years of trying to improve service to the end users, but have we really made much improvement? Attitudes about technology and those who provide it, as well as the view IT professionals have about their customers, may not have changed significantly. The discussion will focus on looking through the other end of the telescope to see where areas for improvement of service and satisfaction exist.

 

 

David Ernst began the session by asking “What is service?”

 

There are many types of service from the “service is in the eye of the beholder” philosophy to the general expectation that things will work the way we want them to do so.  From background services like security that the client doesn’t necessarily see to the issue of user interfaces that we face such as understanding that a business office drives a project but students are the end-users.