How do you foster a culture of IT service excellence and innovation?

1 Define and align IT service levels

The first step to foster a culture of IT service excellence and innovation is to define and align the IT service levels with the business objectives and customer needs. This means that the IT service level agreements (SLAs) and key performance indicators (KPIs) should reflect the value and outcomes that the IT services provide, rather than just the technical specifications and metrics. Moreover, the IT service levels should be communicated and agreed upon with the relevant stakeholders, such as the business units, the customers, and the IT service providers, to ensure a common understanding and alignment.

2 Monitor and measure IT service performance

The second step to foster a culture of IT service excellence and innovation is to monitor and measure the IT service performance against the defined SLAs and KPIs. This means that the IT service providers should collect and analyze data on the availability, reliability, efficiency, and quality of the IT services, as well as the satisfaction and feedback of the customers and users. Moreover, the IT service providers should report and share the IT service performance results with the relevant stakeholders, such as the business units, the customers, and the IT service managers, to ensure transparency and accountability.

3 Review and improve IT service delivery

The third step to foster a culture of IT service excellence and innovation is to review and improve the IT service delivery based on the IT service performance results and feedback. This means that the IT service providers should identify and prioritize the gaps and issues that affect the IT service levels, as well as the opportunities and ideas that can enhance the IT service value and outcomes. Moreover, the IT service providers should implement and evaluate the improvement actions and initiatives, as well as the innovation projects and experiments, to ensure continuous improvement and learning.

4 Recognize and reward IT service excellence and innovation

The fourth step to foster a culture of IT service excellence and innovation is to recognize and reward the IT service excellence and innovation achievements and behaviors. This means that the IT service managers should acknowledge and appreciate the efforts and contributions of the IT service providers, as well as the feedback and suggestions of the customers and users. Moreover, the IT service managers should incentivize and celebrate the IT service excellence and innovation outcomes and impacts, such as the increased customer satisfaction, loyalty, and retention, as well as the reduced costs, risks, and waste.

5 Collaborate and communicate across IT service teams

The fifth step to foster a culture of IT service excellence and innovation is to collaborate and communicate across the IT service teams and stakeholders. This means that the IT service providers should work together and share their knowledge, skills, and resources, as well as their challenges, successes, and learnings, to deliver better and faster IT services. Moreover, the IT service providers should communicate and interact with the customers and users, as well as the business units and other IT service teams, to understand their needs, expectations, and feedback, as well as to co-create and co-innovate IT service solutions.

6 Cultivate and empower IT service professionals

The sixth step to foster a culture of IT service excellence and innovation is to cultivate and empower the IT service professionals who deliver and support the IT services. This means that the IT service managers should provide and facilitate the training, coaching, mentoring, and career development opportunities for the IT service providers, to enhance their competencies, capabilities, and confidence. Moreover, the IT service managers should delegate and entrust the IT service providers with the authority, autonomy, and accountability to make decisions and take actions that improve and innovate the IT services.