The first of the macro trends
The change from a technology organisations into a service organisations. Historically, hosting organisations would offer a similar range of technology solutions albeit they have changed in size and the technology solution. However, the hosting industry has changed from offering a server so that a client could configure and manage all the software and applications on that server themselves, to one where the hosting provider now offers not only the server but all the services attached to that server e.g. backup, recovery, and hence the term service provider.
This can be further demonstrated by the growth in the cloud computing environment. This takes this theory one step further, as there is no mention of hardware or widgets in the box, this is all now invisible to the customer, and why would the customer want to know as long as they were confident of the supplier. Here's a great clip here to understand more.
This drive to offer a virtual one-stop-shop for customers supports the growing trend of remote and virtual work teams means that now more than ever the focus should be on Service and not technology.
You can see what happens here when companies don't focus on service.
Other Micro trends that support this macro trend include; outsourcing where external providers take non core work practices over and manage them, these are often seamless to external customers, the Indian call centre outsourcing providers such as Dell are embedded within many organisation. The use of partnerships and specialist companies becoming a closely coupled member of the organisation has resulted in greater efforts by all involved to focus more closely on the end customer service satisfaction.
A key trend setter within any industry is professional bodies with the IT sector being no different. The introduction of ITIL V3 (the IT's key professional framework) focused even more on the term 'Service' rather than more traditional focus on technology.
No comments:
Post a Comment