Porque TI hace siempre las cosas tan complicadas? TI y su negocio pueden quedar segados por la niebla que constituye la complejidad y la incertidumbre. Descubra cinco peligros ocultos que acechan detrás de la complejidad de TI. Para más información acerca de cómo simplificar la gestión de servicios de TI, pruebe un “Free Trial” de la solución de CA Cloud Service Management en modalidad SaaS: http://bit.ly/15aQX5C

1. The Five Hidden Dangers of IT
Complexity

2. Why does IT make things so complicated?
Here are five hidden dangers lurking behind IT
complexity.

3. (1) Poor Visibility
Things are so complex that
no one knows where to turn for help.
End users feel like they are left hanging.
Callbacks to check status waste time, for both
customers and IT staff.
Requests can get sidelined, waiting for
approvals that never seem to come.

4. Poor visibility isn’t just a problem for
end users.
The fog of complexity and uncertainty
means that both IT and the business can get
blindsided.

5. (2) Difficult Technology
Your people want to deliver great service, but
your ITSM technology gets in the way.
It might feature an out-of-date interface. It
might be so hard to use that you need a help
desk ticket to know how to enter a help desk
ticket. It lacks the flexibility needed to provide
new and innovative services.

6. Difficult technology prevents great
service, slowing the business down.

7. (3) Narrow Focus
When ITSM is focused only on internal
clients, it ignores important external
stakeholders like customers and partners.
Instead, ITSM should be an enabler for the
whole business, and the response should
involve executives from the business side
when appropriate.

8. Customer experience is both a
business problem and an IT
problem.
More and more of today’s customer
experience starts and ends with IT, and it is
essential that ITSM service customers as
well as internal users.

9. (4) Inconsistent Process
Your organizational structure and your business
process get in the way of your people.
Users may not know where to turn or may get
conflicting answers, depending on who answers the
question.
And the service management team may not know
what is expected of them, or lack the proper
performance metrics.

10. Without a consistent, measurable
process, there will never be an
improvement.

11. (5) Poor Morale
All these problems can be disheartening.
Lack of training on systems, on process and
on people skills can leave IT service desk
personnel without the tools they need to do
a good job.

12. Poor morale at the IT service desk will lead
first to service desk personnel who aren’t
engaged and then to confused and angry
customers.

13. Simplify your service management.
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