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    IT Infrastructure Groups & IT Leadership Roles

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    IT infrastructure groups are often responsible for direct customer interaction and associated customer service. Note ways IT organizations can improve the quality and perception of their service. Discuss the importance of internal customer satisfaction.

    Adding leadership roles in IT can have benefits and risks. Discuss at least two benefits and two risks an organization faces by adding roles within IT leadership.

    © BrainMass Inc. brainmass.com December 24, 2021, 7:31 pm ad1c9bdddf
    https://brainmass.com/computer-science/information-systems/infrastructure-groups-leadership-roles-196426

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    IT infrastructure groups are often responsible for direct customer interaction and associated customer service. Note ways IT organizations can improve the quality and perception of their service. Discuss the importance of internal customer satisfaction.

    One of the ways to improve the quality and perception of service provided by IT organizations is to become accessible to the customers in different ways. For example, an IT organization should allow their customers to contact via phone, email, or website and should offer services like live chat support, quick on-site support, etc. The various options provided to the customers will raise the satisfaction level among the customers regarding the customer service. Secondly, the IT organization should resolve all customer queries as promptly as possible. The customer service group should be trained and educated enough to handle all kinds of customer queries, concerns and grievances.

    Most large companies recognize the importance of measuring and monitoring internal customer satisfaction. Those that continue to resist the concept are primarily enterprises that have not adopted management practices necessary to leverage service delivery fully. Typically, a company committed to treating its internal service users as customers holds a similar commitment to measuring their satisfaction with the delivery of those services.

    Measuring satisfaction levels among customers provides a quantitative baseline for comparing results over extended time periods and enables fact-based decision making.

    Reference: http://goliath.ecnext.com/coms2/summary_0199-883825_ITM

    The internal customer is the employee, the supervisor, management and the departments across all functions of your organisation. In basic terms it is anyone in an organisation who is dependant on anyone else in the organisation. How well do they all work together? Do they communicate? How efficient are they? Is one area slowing productivity for the rest? How strong is the culture/ethos? These are vital questions which can affect an organisations strategy and by analysing internal customer satisfaction, this can lead to fundamental answers.

    Reference: http://www.eiqa.com/index.php?page=the-customer

    Adding leadership roles in IT can have benefits and risks. Discuss at least two benefits and two risks an organization faces by adding roles within IT leadership. (2 parapraphs)

    The key benefit of adding leadership roles to IT is that an effective leader can really set the right kind of direction and tone for the IT group and can lead IT towards the achievement of corporate goals and vision. Effective leader can motivate the employees, help in synergizing their individuals and departmental goals with the goals of the entire corporation and establish effective communication channel with the IT group.

    However, lack of technical knowledge among the leaders in the IT group can create conflict with the technical staff or technical personnel in the IT group. The non-technical leader often cannot understand the technical issues behind a situation and thus, may not be able to resolve issues or concerns pertaining to technical areas.

    This content was COPIED from BrainMass.com - View the original, and get the already-completed solution here!

    © BrainMass Inc. brainmass.com December 24, 2021, 7:31 pm ad1c9bdddf>
    https://brainmass.com/computer-science/information-systems/infrastructure-groups-leadership-roles-196426

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