End Users today are more connected, more informed, and have higher than ever expectations for Information Technology at work. They run their personal lives from the Smartphone in their pocket. They have access to almost unlimited cloud, mobile, and social capabilities at next to no cost. They expect the same at work!
Information Technology leaders have to decide whether to ride the wave or fight it. Those that do will enable their End Users to thrive and create value for their organization. But not everyone in your organization should command a premium service. IT still has to balance service with cost and speed with compliance. This article will help Information Technology leaders identify their most critical End Users (customers), their unique needs, and how to optimize their service experience.