Child’s Play right?
Posted in Service Management Update on Oct 1st, 2008 No Comments »
Child’s Play, right?
I was visiting my 6 year old niece, Destiny, the other day and she wanted to show me the work she had been doing on her computer I was truly amazed at her “computer savviness”. She was truly able to problem solve some very “minor incidents” that occurred while she was working…
This got me thinking…. Our current clientele are a combination of Baby boomers (dwindling in numbers, but still in the workforce), Generation X, and an ever increasing proportion of Gen Y( the already computer savvy).
Within ITSM, we provide support to our users. I wonder if research has been done to the demographics of incident/user??? – Do the Baby Boomers seek help more than the Gen Y users? Are we considering this as a valid metric? What we do know about Gen Y is that they have grown up with Technology They are able to “problem” solve their way out of IT issues (ok –maybe badly – but they are not afraid to try).
Are we taking this into consideration when developing self help? Does an organization with a younger demographic experience less incidents, comparatively to an organization that doesn’t?
And my next thought, what does the future hold for ITSM, if we do have a user base who is Gun-ho “ and not afraid to “self help”?
Many pros and cons….
Definitely something to think about – because Destiny is growing fast!
Till next time
Cheers from The Art of Service
Michael
