Users want service, not technology

It was interesting to read Serge Lescouarnec's recent post about cell phones. In his blog he gives a real example of the user, in this case, a buyer, that is bombarded with technology detail when actually he requires service. This is something I covered in my latest FT column, Users want service, not technology.

Serge also points out that he reluctantly accepts this state of affairs because the alternatives seem even worse. It is for this reason that many IT functions are not service oriented. Not being in competition to win the users' business they don't need to try. Somehow or other we need to get the IT function to raise their game. Enter the outsourcers.