Enhancing IT's Client Service to Support Digital Strategy

Enhancing IT's Client Service to Support Digital Strategy

This IDC Perspective discusses IT's face to the business as the combination of the software applications it deploys, hardware devices it distributes, projects it implements, client support it provides, and help desk services it delivers. Failure in any one of these areas diminishes IT's overall reputation, internal organizational clout, and perception as a viable business partner in the company's digital strategy and implementation."IT must coordinate its internal communications, help support each silo's initiatives, and cultivate its image as a single integrated and effective unit," says Eric Bloom, adjunct analyst with IDC's IT Executive Programs (IEP). "If those within IT can conceptualize IT as an organization that rises and falls together in the eyes of the client, then they are more likely to adopt an internal culture of teamwork, cooperation, and linked destiny."

Please Note: Extended description available upon request.

Executive Snapshot
Situation Overview
Digital Client Service Activities
Business Automation Tools
Streamlined Help Desk Software User Interfaces
Machine Learning–Based Diagnostic Tools
Internal and External Focus
Knowledge Management
Knowledge Creation
Knowledge Retention
Knowledge Transfer
Thought Leadership
IT "Moments of Truth"
Client and User Experience Considerations
Continuous Feedback Loop for Deployed Software
Advice for the Technology Leader
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