Managing End-User Perceptions of IT Service Interruptions and Outages

  • from ITtoolkit.com

Image of computer key labeled 'leadership' signifying the need to manage crisis perceptions.

Downtime happens -- hardware fails, software has bugs, and human beings, even IT professionals, make mistakes. The real test IT service quality is not whether problems occur, but how often, and to what response.  Problem response activities must be properly managed, using appropriate communication and customer service techniques, to ensure that negative perceptions don't get a chance to "set in".  Read on to learn more about it.

If your end-users were asked how often certain systems are "down", what would they say?  Whatever the answer might be, at the very least, you would hope it would be based in fact and not "perception".  Problem event frequency and conditions are facts, borne out by actual performance statistics (i.e. the server is up 99% of the time, and outages last no longer than one hour). And logically, IT performance should be judged on that objective criteria. But, facts do not always tell the whole story, and end-user perceptions, no matter how erroneous, can play a large role in how problems and related IT performance are judged.

It may be unfair, but I.T. managers must be prepared to manage to both sides - the facts of the matter as well as the perceptions of the end-user community.

IT Problem Response: Fact vs. Fiction

This discrepancy between fact and perception can arise from basic differences in point of view. End-users view technology problems and service interruptions based on impact -- i.e. "I can't work, I can't print, I can't send e-mail.....".  On the other hand, IT staffers tend to view technical problems from a more clinical perspective, according to source, cause, degree of difficulty and the nature of the related resolution.

Perceptions are further complicated when IT problem events occur with more regularity (or severity) than one would like, or in relatively close proximity to one another.  While the IT department may view each incident as a separate and distinct event, to the end-user community, any given problem event may be viewed as one long string of the same circumstance .... i.e. "this network is always down".  The sad fact is that very few people acknowledge the norm - "as in server uptime", but they never fail to notice the exceptions - "as in server downtime".  And, distinct problems can blend together so that they are perceived as one massive, ongoing systems failure.  (Relating Reading:  Closing IT Service Expectations Gaps)

You don't have to be a victim of a "perceptions problem".  As a responsible and pragmatic IT manager, you must recognize that "perception problems" can and do exist, and take steps to minimize negative consequences and repair damaged relationships.  It goes with the territory of wearing multiple hats.


Learn to Fast Track

When it comes to managing, you need more than one approach to be consistently successful. The way you manage when surrounding conditions are good, is not the way you manage when time is running short, resources are stretched thin and people aren't working together. That's what fast tracking is for - and we can teach you how it's done. Learn More


Taking Charge of End-User Perceptions Problem

"Actions speak louder than words".  That's a sentiment that is certainly relevant to the perception problem scenario.  At some point, the best way to resolve these issues is to face up to them and take consistent, specific actions to prove them wrong.  It all starts by laying a solid foundation of IT capability, understanding the nature of the perception problem and then working consistently to share information, communicate and address expressed concerns.  This is all summarized in the eight (8) key steps laid out below:

Step One: Get Ready to Act.

  • Before you begin, be sure of your facts and ensure that your systems (and related services) are sufficiently stable, and of sufficient quality.  If you are going to challenge perceptions, you need to know that your view is the correct one.  If you are wrong, all credibility will be lost.

Step Two: Analyze Current Circumstances.

  • Analyze all problem events from both points of view - technical and end-user impact.  This is critical to address reported end-user concerns.  Empathy is an essential part of IT service management.  You have to look at things from the "other side".

Step Three: Identify and Define Realistic Expectations.

  • Clearly define IT service goals, objectives and limitations for your end-user community. It is important to minimize unrealistic expectations.

Step Four: Negotiate to Set Realistic Expectations.

  • Negotiate and implement realistic "Service Level Agreements". This is necessary to ensure that all parties have the same expectations regarding service obligations and requirements, and that those expectations and requirements are clearly stated in writing.

Step Five: Communicate and Share Information.

  • Maintain effective communications during all problem events. Give frequent, factual updates at regular intervals, even if the news is bad.  It's always better to be the bearer of bad news than to have "bad news" dumped on your head.

Step Six: Be Sure to Follow Through

  • Maintain timely, accurate communications even after a problem is resolved, using e-mail, memos or formal incident reports.  Informed end-users will be less likely to fill information gaps with their own "perceptions".

Step Seven: Document, Document, Document.

  • Keep accurate records of all critical problem and outage statistics.  These records can be particularly helpful when you need to answer for and address end-user complaints.

Step Eight: Maintain Positive Relationships.

  • Maintain positive end-user relationships, watching out for any signs of negative perceptions, warranted and unwarranted. Take immediate steps to correct problems and control perceptions.

THE IT SERVICE STRATEGY TOOLKIT

If you're looking for a fast, easy way to achieve IT service success, you'll find it inside the IT Service Strategy Toolkit. This unique, informative online course gives you everything you need to become an IT management leader and service planning expert. Here's what you'll learn:

  • The I.T. Service Strategy Toolkit is an easy, engaging online course, containing over 50+ education components, teaching you how to use the multi-stage 'Service Strategy Process' to organize the I.T. service function and deliver value-added I.T. services.

  • Topics covered include developing the IT mission, organizing the IT service department, planning IT management policies, managing the IT/end-user service relationship, performing the IT service review, and more.

  • Techniques covered include 'Define, Align and Approve', the 'Manage by Process Framework', the IT/End User Partnership, Proactive Problem Management and more.

  • Download the tools and templates to produce the I.T. Vision Statement and multiple Service Review deliverables.

  • Build and improve strategic planning skills, as you learn time-saving techniques to become a more productive IT manager or service professional.

  • Course enrollment provides lifetime access to all components, with all future updates and additions included.

Source: Unless noted otherwise, all content is created by and/or for ITtoolkit.com


About Us

Right Track Logo

ITtoolkit.com staff writers have experience working for some of the largest corporations, in various positions including marketing, systems engineering, help desk support, web and application development, and IT management.

ITtoolkit.com is part of Right Track Associates, proprietors and publishers of multiple web sites including ITtoolkit.com, Fast Track Manage, HOA Board List and more. We started ITtoolkit.com in 2001 and have continued to grow our web site portfolio, Toolkit products, and related data services. To learn more, visit us at Right Track Associates.

ITtoolkit News

Get the Latest ITtoolkit Updates. No Inbox Overload.

we do not sell our list

Subscribe Now
I.T. Service Planning The Service Strategy Toolkit Start For Free

If you'd like to learn how to quickly plan I.T. service strategies designed to meet every goal for technology service alignment, service quality and end-user service satisfaction, the I.T. Service Strategy Toolkit is the right course for you. Brought to you by the publishers of ITtoolkit.com, this self-paced course is easy, engaging and actionable, giving you both how-to lessons and take-action tools. Start for free now!.

Committee Management The Project Committee Toolkit Start For Free

If you'd like to learn how to form and operate successful committees, destined to be more productive and less prone to conflict, the Project Committee Toolkit is the right training course for you. Brought to you by the publishers of ITtoolkit.com, this easy course gives you both the lessons and the tools you need to be a better committee leader and organizer. Start for free now!.

Project Management The Fast Track Project Toolkit Start For Free

If you'd like to learn how to how to streamline project management activities to get work done in less time, using the resources you have, then the Fast Track Toolkit online course is what you need. Brought to you by the publishers of ITtoolkit.com, you'll learn how to 'fast track' every stage of the project management process, from pre-project planning to the post-project review. Start for free now!.