L’expérience humaine de la gestion des services informatiques
The human experience of IT service management
People must be at the center of digital transformation
Radical changes in how and where we do business—sparked by a worldwide pandemic – have sped up need for digital transformation. But successful transformation doesn’t just involve new technologies. People drive the change. They play a foundational, critical role in enabling organizations to achieve business resilience, fuel innovation, and provide excellent customer experiences. A recent ServiceNow report found that providing positive employee experiences drives real results for organizations in terms of productivity, retention, and customer satisfaction.
But positive workforce experiences can easily be derailed if employees are saddled with technology, tools, and processes that don’t let them work efficiently and painlessly.
Human-centered IT service management enables business innovation
Today, human-centered IT service management, defined as putting technology in the service of humans, represents an innovative way for organizations to structure, deliver, and measure IT services—and provide the positive employee experiences that generate business results and digital transformation success.
Not your typical approach to IT
With a focus on people, human-centered IT service management differs sharply from how IT departments have typically worked. Too often, IT teams have implemented and deployed technology because the IT department liked it—not because people wanted or needed the technology. It used to be fine for IT to adopt technology without ever communicating with the business. Afterwards, IT teams would wonder why employees in finance or HR complained, “We don’t like this. It doesn’t work the way we want it to. It doesn’t do what we want it to do.” Then, business users would go rogue without informing IT and purchase technology that they did want to use.
