Eyes are the windows of the soul

We've all heard and possibly even used the expression "the eyes are the windows of the soul".  The thinking is that when we look into someone's eyes, we can see their soul "who they really are", "if we like them" and all "in a heart-beat" of time.   In fact, scientific research has found there may be some truth to this by observing patterns found in the pupil and correlating them to emotional traits. 

Do customers see soul of IT through Service Desk?

Every customer experience with a service provider, good/bad or indifferent, is a “moment of truth”.  Did needs get fulfilled, adequately, quickly, and with minimal effort?   These moments or experiences shape our perceptions and opinions of the overall quality and service value received from a service provider.

IT Service Managers Breakdown

Let's face it, sometimes it's not easy being an IT Service Manager.

• You’re under pressure to get new products/services launched; customers have to wait
• You don't have enough time to consult/innovate for your customers
• When new products/services are released they sometimes have issues
• You have some resource constraints, bottleneck and skills gaps 
• People naturally resist change
• Making improvements stick and deliver value is not easy.

Lean IT brings new thinking and methods to IT Service Managers that will delight your customers by increasing your capacity to work more strategic and reduce time-to-value by minimizing non-value activities that consume your resources.

IT Resources Under Pressure!

Ever feel like your theme song is Under Pressure by Queen?

¶Pressure pushing down on me¶  ¶Pressing down on you, no man ask for¶

Like many organizations:

• You’re under pressure to create customer value
• You have resource constraints
• People naturally resist change
• Making improvements stick and deliver value is not easy.

Lean IT brings new thinking and methods that will delight your customers by increasing your capacity to work more strategic and reduce time-to-value by minimizing non-value activities that consume your resources.

There's an App for That!

There’s been great accomplishments over the last four or five years in technology.   Cloud services makes it possible to get an App on just about anything, anywhere and anytime.    Not only that, there’re pretty good too considering you can use most across multiple platforms.    And there’re not that expensive, sometimes even free if you don’t need all the bells and whistles.    There’re mostly intuitive and easy to learn and use, if not no problem, just get another one.   And to top it off you can get them yourself and fast through App Stores without going through the hassles of IT or Procurement. 

Cloud Adoption, Tip of the Iceberg? 

Cloud services are so wildly successful, many organizations don’t realize how many are being used in their company.    SkyHigh Networks published Cloud Adoption & Risk Report Q1 2015 estimates the average company now uses 923 distinct cloud services which is up 21.6% over previous quarter. “That number is more than 10 times higher than what IT estimates, highlighting the exceptional growth in employee-led cloud adoption” and growing.

Icebergs Sink Ships!

For a CIO this brings up some interesting questions.   Who is responsible for cloud services?  What are the risks?  What impact will this have on legacy IT models?  How do we harvest value and minimize the risk? Where will we get the resources?

This article looks at some of the opportunities and challenges created by Cloud services through the lens of Lean CSI which is “new thinking on delivering value with resource constraints”.