How Will You Respond When The Senior Leaders Ask You For Your Insights and Recommendations On Improving Response/Resolve Times?

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In an earlier blog I had spoken about the top three CIO focus areas with respect to operational instability. I already touched on the client satisfaction component. Now I will touch on the response/resolve times component.

Imagine yourself sitting in a room with the CIO, CTO, and other operational leaders who are asking you for your views on what is negatively impacting response and resolve times with respect to the service disruptions as well as service requests.

Do you think talking about beautiful powerBI dashboards is going to instill a level of confidence in the executives about your ability to address the issue?

Do you think talking about how you were going to tell the beautiful story is going to help build a trusted relationship with them?

Do you think talking about SQL queries, Numphy, Plotly, Pandas, R, Python, etc is going to convince them that you have the necessary skills, capabilities, and capacity to address the challenges?

While data visualization, data storytelling, and technical skills are very important, what the client is really looking for is someone who not only understands the domain but has extensive experience delivering expected results.

So, what are some factors that can impact response and resolve times?

Growth/Workload Management, Skills/Training Management, Resource Management, Knowledge Management, Quality Management, Tools Management, Communications Management, Service Performance Management, CSI Management, Queue Management are just a few things you would look into to understand what is negatively impacting the response and resolve times of service disruptions and service requests.