Remembering the people in IT customer care
For immediate release
19 September 2008
Attention: IT/Business Reporters
Voco: IT Service Management
Remembering the people in IT customer care.
Companies would benefit from reminding themselves of the people focus behind IT Service Management according to consultant, Sunit Prakash, from Voco.
IT Service Management is aimed at managing IT systems and is centered on an operational perspective
But Sunit Prakash, who specialises in Service Management, says many organisations believe they have dealt with the issue by using the best practice guidelines, known as ITIL, developed in the UK.
He describes this as a cookie cutter approach.
"While processes have to be in place to deliver IT services to customers, firms need to realise that it is a starting point, not the end point."
"The challenge is not to continue to concentrate on the process and forget the people, the reason for the organisation needing service management in the first place."
Sunit Prakash, from ICT consultancy firm Voco, says the number one priority is the customer and companies need to know who their customers are.
"20% of clients are likely to bring in 80% of revenue. The same figures apply to service management. 20% of customers are involved in 80% of issues raised."
The other crucial people factor is staff, with the hiring and retaining of the right individuals vital to the delivery of top performance for the customer.
Sunit Prakash advocates a proactive approach to uncover areas requiring attention.
He describes Service Management as a dynamic environment requiring organisations to continually drive for improvements while remembering it's not just about processes, but also people.
Sunit Prakash will deliver a presentation; "Everything You Wanted to Know About Running A Service Desk But Were Afraid to Ask "at the inaugural IT Service Management Summit being held in Auckland on the 22nd & 23rd September.
Sunit consults in IT Service Management and the application of Lean principles for process improvement. He sits on the National Committee of the IT Service Management Forum NZ.
Established in 2001, Voco is New Zealand's fastest growing independent telecommunications and interaction optimization consultancy providing advice and services to government and industry. For more information visit