DIT 8214 Week 2 Discussion: IT Capability

Student Name

Capella University

DIT-8214

Professor Name

Submission Date 

Evaluate your firm’s ITSM from the customer perspective using the attributes listed on page 76 of Cronholm Salomonson’s article. Use scholarly literature to support your evaluation.

Evaluation of the information technology Service Management (ITSM) of the company through ITSM-modified SERVQUAL traits from the customer perspective reveals the strengths and improvement areas (Cronholm and Salmons, 2014). Competence, access, communication, reliability, and empathy are some of the key customer values. Most organizations have technical skills but are less responsive to the service and the response; customers are given delayed feedback, ambiguous resolution, and perceived reliability and reputability decreases. Similarly, there are limited points of exit and infrequent follow-up that reduce satisfaction.

One such example of great ITSM performance is the Mayo Clinic, which incorporates IT professionals into clinical teams to facilitate knowledge of the domain, compassionate care, and transparent communication. They have a governance model that has been based on reliability, assurance, and trust in the form of active monitoring, open service level agreements (SLAs), and proactive participation on the part of the user (Mayo Clinic, n.d.). The company needs to enhance customer-centric measures, first-contact resolution, mean time to recovery, and service transparency, and train the staff on empathy and communication to be aligned with such best practices.

The combination of routine customer feedback and technical key performance indicators (KPIs), as suggested by Cronholm and Salomonson, offers the balanced quality of the service (Cronholm and Salomonson, 2014). However, without a culture that genuinely values customer input, even the most balanced KPIs may fail to drive meaningful improvement. The effectiveness of ITSM should not be based only on compliance with the processes but on the uniformity with which a customer is shown to be reliable, responsive, and trustworthy.