A while back, I was invited to visit with an IT department. During the conversations it came out that they were in a very reactive mode and they also had a large set of projects that were in progress. All of the projects discussed were given a Priority 1 status. On top of all that, the C-level attendees discussed how to innovate the IT department. Sound familiar? In today’s economic state, IT departments are having to find ways to do more with less while BYOD, consumerization, and other trends can increase some of the challenges for IT.
While having the discussion I kept thinking about some of the experiences I had while working in support. Everyone’s issue was the highest priority (at least to them). Time is a precious resource and always in limited supply. At times support is in a very reactive mode and firefighting is the name of the game. But we all know that this is not a sustainable model and that it ultimately leads to customer dissatisfaction.
During this time I was introduced to a model that described how to transition from reactive to proactive, then from proactive to trusted advisor. The model discusses Just in time (JIT). JIT is a concept that means we need information or changes much quicker to be efficient. JIT knowledge management would indicate that knowledge-based articles are created within a few hours of the issue not a month later or 6 weeks later. The whole point of JIT is productivity and efficiency.
With all of the changes and challenges, what constants are there for the IT department? The one constant is the user. User productivity is paramount to all of our businesses. While the platforms change, the OS’s are upgraded, applications morph, the constant is that we need to provide the user with the tools they need to be productive and efficient. User Oriented IT helps us keep an eye on the ball. User productivity is paramount if IT is to become a business enabler and innovator.
As we work on the new features in the next LDMS release, we’ve put even more these thoughts and principles into our product.
Stay tuned. You’re going to love the results.