Is it Time for ITSM?

Posted on 07 March 2011

The Hub Commentary_

In many of my business service management posts I’ve spoken about right sizing your service responses and not all services are created equal.  After reading Ken’s post on the BSM Review and the Monday I have had, I think that my comments might not be interpreted as I intended them.

Right sizing services, meaning, the appropriate response based upon the criticality to the business and the impact that the incident may be incurring.  This by no means meant  to deliver lower quality service and I agree with Ken, service does seem to be degrading.

Today I was reminded of high quality service from my favorite automobile service department.  Yes, I have only had 1 car service department at a car dealership since moving back to Northern Virginia >10 years ago.

While I do not like going to the dealership or servicing the car and yes, it might be a tiny bit more expensive, the service is the best I’ve ever received.  Today, I woke up to a flat tire on my truck, which means I have to change it in order to get it somewhere to be repaired or replaced.  Girl, truck, precarious looking jack set-up, tight lug nuts, stuck tire and 3 calls to the dealership and it was changed.  Never did Dustin complain about my calls and when I was ready to give up and just pay to have it towed or someone to come over and change it he kindly just said “you are almost there, try this…..and the tire will come off, don’t be afraid”.  He was right, tire changed and tomorrow I go up to finalize the service without the cost of a tow truck and more wait time.

Now, he didn’t have to help me over the phone, I have changed tires before, this one was just a little sticky, but it didn’t cost him anything to offer a few kind words to progress step-by-step even when I was ready to throw in the towel just pay to make the problem go away.

As IT, we do need to be mindful of attending to the right things at the right time, but there are ways to right size and take care of the little things with care without leaving our customers feeling like IT didn’t listen, doesn’t care or left it in their self service hands.  High quality service doesn’t mean responding fast to all things at all times, but responding appropriately with sincerity, care and high quality.

There is competition and service providers help to provide change in defining standards that we sometimes cannot do easily from within, however, if we communicate service quality appropriately and deliver high quality appropriately, we will remain in demand.

How do you balance high quality, communicate quality and maintain your customers?



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