Service Automation Framework

David Ratcliffe on Service Automation

David Ratcliffe on Service Automation

My career in IT began in 1975. It was an entry level position in the IT Department of a large heavy engineering company. On my first day at work I recall being quite intimidated by the flashing lights and low hum of the expensive equipment in the Computer Operations Room – my new “work home” for the next 6 years.

As the most junior person on the team my duties – as explained by my supervisor that day – would be limited to no more than answering the phone. Little did I know at the time, but I was about to become the Help Desk. My nervousness sky-rocketed at the thought of explaining to people why computer systems might not be working. However, when I asked for guidance my supervisor declared …

“Don’t worry, it’s easy! People only call for one of 3 reasons:

  1. They may say “I haven’t received my printed report.” Just ask for the report name, write it down and tell them we’ll re-print the report tonight and they can collect it tomorrow.
  2. Or, they may say “I’ve forgotten my password.” Just give them Neil’s phone number – Neil resets all passwords.
  3. The only other reason they could be calling is because their terminal isn’t working”. 

Oh no! I’m going to need some deep technical knowledge & experience to be able to handle this type of call. Maybe I should re-think this whole “career in computers” thing. Then what I heard was ….

“This is the easy one. Just tell them “We know it’s not working, we’re working on it.” Then just hang-up.”

Really! Service circa 1975. We’ve come a long way since then. Not just through advances in infrastructure performance and more powerful programming techniques, but also in how we organize ourselves. We now have best practices in all areas of IT – drawing upon our own experiences and the experiences of our peers right across the industry. The goal of these best practices is to leverage proven methods for handling repetitive tasks in efficient and effective ways so we can achieve better, faster and cheaper results.

And today, as the “Service Automation Framework” explains, we’re able to further empower ourselves and our customers through new processes, new definitions and new ways of thinking. Adding value through enhanced quality of service and delivering better, cheaper and faster results for a new generation.

Good luck on your Service Automation journey!

David Ratcliffe
President, Pink Elephant

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