As consumers, we wouldn’t accept our home banking to be unavailable on a Sunday, or our preferred e-shopping mall to fall across a failure while we’re about to order a gift for our beloved. We wouldn’t accept a poor experience when using any digital service or application. So, why should we tolerate it at work, when accessing our corporate IT services?
As business users, we are often given tools and asked to use them in our everyday tasks, but we are not expected to complain, or suggest variations, or speak up to explain how they could better support our workflows and processes. However, something is changing in IT departments, and some CIOs are taking a step back when designing IT services: co-creation is the new mantra.
Internal customers should be consulted and directly engaged in any decision related to the technology they will use, and be given the opportunity to clarify their expectations and needs. That’s important to successfully mesh IT services into existing business practices, improving user satisfaction and productivity.
There is a much academic study in this field, and all relevant research prove the positive impact of a closer, more constructive relationship between IT staff and business users. We might frame this from a sociological perspective: if IT and business teams co-create tools and applications, the organisation mitigates risks of internal inefficiency and discontent but also takes advantage of the generation of social capital.
What’s this social capital? It’s a mix of enhanced communication, shared understanding of each other’s language, reciprocity and trust. It’s something that might not appear in balance sheets but makes the difference when measuring the quality of a company, its ability to act smoothly – and be resilient.
The co-creation approach allows IT services to be naturally aligned with business objectives and priorities, thus contributing to the overall corporate performance and results. This is true for IT Service Management too. Could you imagine how much easier your life would be if you could design service operations together with your IT manager?
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