Thursday, June 21, 2012

IT Department Role in a Company: as a Sales Promotion Girl or Customer Service?

There's no doubt (well, at least for me) if a company wants to move forward faster it should be supported by IT. Can you imagine a big company that does the whole things manually, in this information age? Reporting, accounting, calculating, monitoring, payroll processing with an Excel? I can't.

There's no doubt that when it comes to service, IT department in a company should provide service to other departments in the same company, and do the best to make they're fully satisfied. The service that fulfills all requirements from end users.

Now the question is, who should initiate the requirements?

Should IT department serve end users by agressively asking them, what you need, what you want, and also showing them this is what we have, what we achieve, do you want it, just like a Sales Promotion Girl?

Or should IT department serve end users by following up what end users report to IT, and provide services upon the reported matters, just like a Customer Service?

Sometimes people are mislead. They think IT department should be like Sales Promotion Girl. People think that they only need to wait, and taddaaa ... IT department will know what they need and organize things to make it happen. If you think that way, please oh please, brainwash your mind. IT department is not like an SPG. You don't want employees of IT dress up very sexy, stand up in front of your doors and offer IT products to you, right?

It's your call. If you need something, tell IT. Then start from there. You can't expect IT to know all you need without letting IT know. IT doesn't have that fortune-teller ball. But IT does have a Helpdesk where you can post everything you want. Everything you need. It's just a matter of clicking Send button. And if it's still too much for you, you can hire office boy to click that button for you!

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