Tech vs. Touch: Navigating the IT Service Conundrum (Part 2)

By Ric Mims, ServiceNow Solutions Director 

This blog contains content from Ric Mims’ upcoming new book, Tech vs. Touch: Navigating the IT Service Conundrum. 

In Part 2, we delve deeper into the practical aspects of balancing technology and human touch in IT service delivery—focusing ontraining IT personnel, measuring success, overcoming challenges, and preparing for future trends. 

Part 1 discusses the benefits of technology-driven IT service delivery, the importance of human touch, and strategies for creating a user-centric IT support system. Check it out, in case you missed it. 

Training and Upskilling IT Service Personnel
To deliver effective IT support, IT service personnel should receive continuous training and soft-skills development. Technical skills are essential, but people skills are equally important. Training programs and certifications—such as ITIL certifications, HDI, and other customer service workshops—can enhance the capabilities of IT service professionals. 

Measuring Success and Continuous Improvement
Metrics and indicators are crucial in measuring the success of IT service delivery. Key Performance Indicators (KPIs) like response time, first-call resolution rate, and customer satisfaction scores provide insights into service performance. Regular benchmarking against industry best practices helps identify areas for improvement and drives continuous enhancement. 

Overcoming Challenges and Mitigating Risks
Both tech-driven and human-centric approaches pose challenges and risks. Technology-driven approaches may face data privacy and security concerns, while human-centric approaches may be limited by scalability and cost. Organizations must prioritize data protection measures and strike a balance that minimizes risks while maximizing benefits. 

Organizational Culture and Change Management
Successfully navigating the IT Service Conundrum requires a supportive organizational culture and effective change management. Leadership buy-in, clear communication, and employee engagement are essential for embracing technological advancements while maintaining the human touch. Achieving high adoption of solutions is accomplished through a well-prescribed program of Organizational Change Management (OCM). Collaboration among IT service teams—both human and technology-driven—is crucial. Sharing knowledge, best practices, and lessons learned ensures a comprehensive approach to IT service delivery. Encouraging cross-functional collaboration fosters innovation and continuous improvement. 

Augmented Reality / Virtual RealityFuture Trends and Predictions
Looking ahead, the IT service landscape will continue to evolve. Artificial Intelligence (AI) advancements, Augmented Reality (AR), and virtual agents have played significant roles in transforming service delivery. Platforms such as ServiceNow bring about gained efficiencies, consistent service delivery, and value-added services not only from IT, but across other areas of the business. As a Premier partner with ServiceNow, SDI continues to drive innovative AI-based solutions for our customers that lead the way for all areas of Customer Service Management. 

Contact SDI today to explore how our services can elevate your IT support strategy and drive your organization forward.