Published on April 25th, 20120
Amazon customer journey marks the bar that ITSM must meet
IT departments must emulate leading consumer brands such as Amazon, Google and Apple by delivering a seamless end-user experience supported by ‘invisible’ back-end technology.
In an interview carried out at the ServiceDesk and IT Support show (SDITS), Kevin Kimber, UK county manager for ServiceNow, said that IT professionals should take inspiration from the consumer space and rethink the way that technology services are packaged and delivered to the business.
Citing the Amazon experience, which automates every element of the customer journey, Kimber told ServiceDesk360 that business IT must match this quality of provision or lose customers to consumer providers. “We don’t know which version of Amazon, or Twitter, or Google we’re using, it just works. Internal IT departments have over-complicated technology and all the business wants to see client-side is simplicity. If you buy an iOS device, you automatically create an iCloud account to store your key data and it takes five minutes for users – often with no experience of cloud – to create a service. IT departments must match or exceed this experience,” concludes Kimber.
ServiceNow is exhibiting at SDITS on stand 410, the IT services and support live event which continues today at Earls Court, London.