Five years ago, this blog would have been appropriately titled “Should IT move to a service culture?”
Today, there is no room for debate. IT must move to a service culture to stay relevant.
Cloud-based commercial vendors provide users with great service options, and these same users are also accustomed to effective self-service options on their personal cell phones. It is unsurprising, then, that users expect the same level of service from IT. The problem is, they don’t always get it.