Info-Tech’s research shows that a customer-service orientation is a key component of successful, efficient, and well-run IT departments. Unfortunately, many IT leaders either do not understand what it takes to become customer-service oriented, or they are unwilling to foster a customer-service mindset because of perceived obstacles.
This research will help you:
- Understand the six competencies that optimize service orientation and how they apply to IT staff.
- Distinguish the importance of the competencies in accordance to specific job families within IT.
- Evaluate the service orientation of your IT staff to determine which actions are required.
- Improve the service orientation of your IT department through advice that is tailored to the staff evaluations.
IT leaders who assess their staff’s level of maturity in each of the six competencies and initiate positive change succeed in cultivating a customer-oriented mindset.
