Published on June 20th, 20090
IT support's new reference point for excellence?
EUSi (the Excellence in User Support Initiative) is a structured catalogue of what support professionals need to know to do their jobs better. It is the brainchild of IT support training, consultant and book author Noel Bruton, and he will be writing about his experiences bringing the idea to reality and inviting feedback from the industry on ServiceDesk360.com. Here he explains why EUSi is needed.
One of the most heartening aspects of the IT support community is its innate and persistent desire to improve how it operates. The evidence and results of this dynamic are everywhere. We were among the first parts of that industry to adopt tools specifically designed to handle the turnover of our workload. We are the most diverse of the IT functions, where technical and clerical activities carry the same importance because they both defer to the same higher principle of delivering the service. We actively seek training in both our technical and customer management and service skills. We even worry about what might be the best name for our function.
The busiest presentations at the Service Desk Show this year and every year are rarely the ones announcing new technologies, but instead those professing management and procedural method and technique. Magazine editors know that their readers will turn most keenly to the ‘How To’ articles.
And there’s a lot of ‘How To’ out there, in training seminars, press articles, conference presentations and so on. However, to land in the middle of all this useful stuff can be quite daunting. It may be difficult to locate the precise bit you need, because of the ubiquitous ‘you don’t know what you don’t know’ factor. What’s needed is for all that knowledge to be put into clear perspective, to exist in a context that can be accessed and understood by the questing initiate.
That’s where EUSi comes in. It puts IT support practice knowledge into a firm structure and enumerates that as in an index. This is known as the EUSi Catalogue. From there, you can identify and focus in directly on the bit you’re after and read about what one or more experts have to say about it. The content is very specific about its individual topics. It is also very deliberately, acutely practical it proposes you do X, followed by Y to achieve Z result. Â And it deals in numbers so you can know how much of Z is enough and why.
EUSi is new. The catalogue and some of the content exist. It will grow over the coming months. It is an opportunity not just for the seekers of improvement, but for the experts and advocates of method in this industry who want to put their knowledge and precision before an eager readership.
EUSi is not a training course or a book or a conference company, it is a passive repository of accessible, proven, universal expertise and its time has come.
In the next EUSi article, we’ll be looking at the EUSi catalogue structure.
Noel Bruton is a UK based consultant, author and trainer specialising in rapid improvement in IT support management and service delivery. Further information about his work and services at www.noelbruton.com.