Question

Consider an IT organisation . There are two units in the organisation- Application Development and Management Team and IT Operation Team . There exist two separate channels for the customers to communicate the organisation- one between the client and application development team for product creation and alteration and the other channel for the customer to communicate the IT operation team for operational issues . Are there any problems with this model ? If you want to set up the IT organisation according to ITIL how you will redesign the communication channels ?

Answer 1

Hi,

For any organization customer satisfation is the important factor.Only the customer satisfies with the services provided by the IT organization,there will be a growth for the organization.For customer satisfaction new technologies must be introduced.

Here there are two channel for the customer to communicate with the organization.If a client want to create or alter any product they can communicate with the application development team and they will do all the coding and design of the product in an efficient way and they will manage the full application development life cycle.And another channel is communicate with IT operation team.They control all about an organizations information technology.They provide customer satisfaction by provideing services that provide better quality of services and reliability.

These two channel are the traditional communication channels.Thayt they are face to face or communication through phone.But now everyone is moving behind the modernization.That is when new technologies are developing,nobidy stands on the traditional technologies.Today internet is the fast way of communication .So every body is using internet in their business development.

ITIL is Information Technology Infrastructure Library.Inorder to redesign the IT organization according to ITIL a new communication channel called digital communication channel is introduced.It provide better services to improve the IT organization.Inorder to satisfy the customer digital communication channel including social media,online chat etc.Through these the customer services provide better.There is a method called ticket rising.It means that if any customere have any comlaints or have any queries regarding to any products they can raise tickets to the organization throuh online.The main advantage of this digital transformation is that: a fast communication is take place,it will improves the company product and profit as more customers are their for this digital communication.Also online chat is there to provide better communication if there is any queries for the customer.Another advantage is that it is much cheaper than other communication channel.

So we can conclude that digital communication channel is a better way of communication in an IT organization.

Thank you....