…such as the customer experience of fixing broken IT systems. The service industry evolved long ago, around the time when innovative services began targeting top-tier clients willing to pay premium prices—think airlines, banking, and hotels. In those sectors, delighting customers by delivering an outstanding experience was a legitimate strategy: it helped grow the market, improve […]
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When Feedback Becomes a Mispractice
The habit of collecting feedback after every interaction has become a widespread mispractice—driven by the uncritical adoption of customer-oriented management models beyond their original scope. Slogans like “The customer is king” or “We are here to serve you” reflect underlying mental models that are being applied in contexts fundamentally different from the transactional relationships for […]
The 12 Outdated Assumptions Still Used in IT Management
Colleagues Prefer to Be Treated as Customers Collaboration is often mistaken for a service relationship. Unlike transactions, collaboration is non-transactional and requires a fundamentally different approach. Demand Is Endless The belief that working faster and more efficiently will meet endless demand overlooks what truly matters: delivering meaningful outcomes. Quality and relevance outweigh speed and volume. […]
Productivity in IT
The Evolving Role of Productivity in IT Management At the heart of any management concept, productivity often takes center stage. For nearly two centuries, management practices have focused on enhancing productivity at every organizational level, starting with individual workers. In IT management, we’ve followed this logic, using metrics like the number of tickets processed per […]
People Analytics Missing in Many IT Departments
The vast majority of IT departments have a good understanding of the efficiency of their key support processes and collect and evaluate many process-related KPIs, which enable further improvement and automation. As IT work shifts from reactive, demand-driven activities towards complex, often unique efforts such as technology pilots, vendor selection, outsourcing decisions, strategy generation, cross-department […]