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Can rapidly transforming your customer's experience help IT to move faster and better too? I think it can.
(This is part two in a series written by Evergreen CEO Don Casson. You may read part one here. If you are interested in reading it all at once, follow this link now to the whole document, "The Big Lever.")
The Big Lever – How to Go From Yesterday to Tomorrow Faster
Enterprise IT needs to transform its culture from a technology focus to a customer focus, as quickly as possible. Changing culture is an iterative process over time – where constant, repetitive exposure to a new way gradually brings about the changes needed. The more direct the exposure, the shorter the cycles of response to needs and the larger number of people exposed to the new paradigm – the faster the change.
There is nothing more effective to change behavior than an actual need supported by an actual project – with funding, deadlines and clearly articulated business value. In other words, a "live fire" exercise works best.
Many organizations are actively working today on Service Portfolio / Service Catalog initiatives, with the intent to deliver "IT as a Service" as well as improving a wide range of self-service activities for internal customers.