You're leaving the human behind!

Aarrgghh!

I've just hung up on yet another call queueing system with interactive voice recognition that doesn't understand my British accent (with no touchtone bypass)!

Am I the only person who's heart sinks when I hear the robotic voice answer a call with "please state the reason for your call...."? Or when it's obviously a chatbot who doesn't understand my specific query?

I'm clearly not, because the latest buzz-phrase on the street is Human-Centered IT Service Management or HCITSM. Now, I know what you're thinking - oh it really doesn't affect me so why should we care? Well, buckle up, because I'm about to spill the beans on why it's the game-changer we've been desperately waiting for.

A few years ago, the tech world was buzzing with excitement about AI, automation, and all things futuristic. We started seeing AI-powered chatbots handling customer inquiries, and those IVR telephony systems answering our calls. And as a business leader; we were all eager for it. It reduced costs, provided a more consistent experience, and gave us comparable data. Somewhere along the way though, in our eagerness to automate everything, we forgot about the most important element of all – the human experience.

That's where Human-Centered IT Service Management comes in. It's all about shifting the focus from machines and processes to the people who use them. It's about recognizing that behind every IT service request or glitchy software update is a real, live human being with thoughts, feelings, preferences, and accessibility needs. HCITSM puts people first, making sure their needs are heard, understood, and – most importantly – met.

So, what are the benefits of embracing HCITSM? Well, for starters, it's all about creating a better user experience. You've all been where I was, I know you have, – struggling to navigate a clunky interface or waiting on hold for what feels like an eternity. By the time you've screamed "operator" at the phone 15 times and actually do reach a real person you're so frazzled that the call just isn't going to be a pleasant experience. And what about the Helpdesk analyst at the other end of the call; do you know how many stressed out and angry people they've had to talk in just the last hour? Every one that's managed to get through to them, that's how many. Every single call!

I also mentioned accessibility. How many of these interactive systems are designed with accessibility in mind? My accent story might be amusing (although really annoying when it happens in every phone call), but what if my need was something that couldn't be bypassed by me putting on a fake accent? What if the only way I could communicate with you was blocked for me?

HCITSM aims to address these pain points head-on, making sure that using IT services is as painless as possible. Whether it's streamlining processes, improving user interfaces, or providing better support options, HCITSM is all about making life easier for users.

This isn't about ditching the bot or turning back the clock. HCITSM is about using technology in a smarter way; giving options where there weren't any. It's not just about making things easier; it's also about making them better. My phone is a US bought and configured phone, but the language on it is set to UK English and my virtual assistant speaks with a British accent. The US voice assistant doesn't understand me, but at least I have an option that works for me, making my life easier.

By understanding human behavior, needs, preferences, and emotions, organizations can tailor their IT services to suit individuals. Some of us love diving into the nitty-gritty of troubleshooting, while others just want a quick fix so they can get back to binge-watching our favorite Netflix series. HCITSM acknowledges these differences and strives to provide personalized solutions that work for everyone.

So let's not forget about the human touch. In today's tech-driven world, it's easy to get caught up in the allure of automation and AI. But at the end of the day, it's human connections that matter most. And without the humans, we wouldn't need IT. HCITSM encourages organizations to prioritize human interactions, whether it's through friendly customer support agents or user-friendly interfaces. After all, it's the little things – a smile, a kind word, a helpful gesture – that make all the difference.

HCITSM is not just about technology – it's about people. It's about recognizing that behind every line of code, every software update, and every IT service request is a real person with real needs. By embracing HCITSM, organizations can build stronger relationships with their users, foster loyalty, and – ultimately – drive business growth.

So, let's make a pledge to put people first and embrace the power of Human-Centered IT Service Management. After all, it's not just good for business – it's good for humanity.