Dear Mrs./Mr. IT service provider,
I feel it’s time to write to confess what I didn’t dare to say out loud when we last met. I think you will be out of business – sooner or later. As we both know, your company sells IT services to various-sized private and public sector clients. You have been doing it for a long time, but a number of things have changed.
Many IT services are now commoditized, and competition has gone crazy. Your clients’ end users are used to great service and support experiences in their personal lives and they now demand the same level of service at work from you. You are facing constant pressure to both introduce new services and improve the overall service experience. And, faced with all this, you still need to have lean prices to beat your competition. It’s getting very difficult and will get even more so.
We spoke about your ongoing projects. And I think the good news is that you are on the right track to find a sustainable business model for the future. Integrating public cloud services (AWS, GCP, Azure, etc.) to your service offering is a wise move. So is your adoption of new methods and models such as service integration and management (SIAM), Lean Startup, and Agile – which aim to frame ways of working to better fit today’s world. Not to mention the different automation and artificial intelligence (AI) initiatives you have started to improve standardization and productivity levels. You watch industry trends and jump on board quickly. It’s a good starting point, well done!
“Your customer and employee satisfaction measures have dropped”
However, something is still not right. Your customer and employee satisfaction measures have dropped. Plus, there are a growing number of quality issues appearing on a monthly basis and your employees look tired. Based on all this, and some other identified symptoms, I diagnose your organization is suffering from a corporate disease called BAD DATA.
Bad data means that there is information, or data, that is either outdated, faulty, missing, unstructured, or unavailable. For your teams, this bad data means that they become misdirected or constrained and they cannot do their job properly. The bad data causes them to make bad decisions, the bad decisions cause bad actions, and the bad actions cause bad service quality. And the bad service quality means unhappy customers and a higher cost of delivery.
How did I recognize the symptoms of your bad data? It’s not actually that hard. Have you noticed that people still maintain service configuration and invoicing data in Excel spreadsheets because they don’t trust your configuration management database (CMDB)? Have you ever wondered why the promised ROI on your automation initiative wasn’t realized? And what about the almost always failing business impact analyses your team performs before deploying changes to production? These are all the obvious symptoms for the disease called bad data.
So, what should you do? How can you cure your organization from the disease called bad data?
“Because you are a ServiceNow customer, you are fortunate”
Because you are a ServiceNow customer, you are fortunate. And the answer is relatively simple. There is a certified application called Data Content Manager (DCM) available in the ServiceNow Store. DCM ensures that you close the data management loop from data modelling through to auditing and remediation. Then, once you have healed your data management practices with DCM, you can confidently go forward with your projects and work toward a bright commercial future.
Please address this bad data disease, get to know DCM and reach out if I can help you further.