What do you do if you're an IT services executive facing challenges and need to overcome them?

My experience as an IT services Manager coaching many executives I have observed many basic things if done properly one can be at peace. 1. Acknowledge any ticket as soon as it arrives this is automated in most companies now 2. Ask questions to understand the issue more elaborately 3. Respond with suggestion or deploy appropriate solution referring to knowledge repository most tools provide Gen AI enabled KM Platform 4. Seek feedback if the solution worked else seek more information on what is failing & fix it 5. Do not close the ticket till you seek written confirmation of the problem resolved. Over and above this one needs to be a very patient and continuous learner to improve their ability to solve complex IT issues by joining forums.

As an IT services executive facing challenges, take proactive steps. Understand the root causes, involve stakeholders, and develop a strategic action plan. Communicate transparently, leverage data-driven insights, and remain adaptable. Lead by example, demonstrating resilience and commitment to overcoming challenges. With decisive action and effective leadership, navigate challenges successfully for positive outcomes.

The one thing I have always found helpful is to always take a step back to re-access the situation. Depending on the challenges faced, there could be an unimaginable amount of stress being put on your shoulders to get it resolved ASAP. This may put many into a panic state which may cloud one's ability to make proper decisions. Always take a step back, remain calm and re-access the situation. From there on, make informed decisions to face the challenges ahead. This could potentially reduce the amount of errors while overcoming the challenges.

Compreender as necessidades dos clientes é essencial para os serviços de TI. Comunicar-se regularmente, ouvir feedback e antecipar necessidades futuras permite adaptar os serviços, agregar valor e construir confiança. Isso também abre oportunidades de upsell e expansão das ofertas.

Dive deep into understanding your customers' needs, pain points, and expectations. Conduct regular surveys, gather feedback, and analyze customer data to tailor your services to their requirements.

You got to start with the customer experience and work backwards for the technology. You can't start with the technology and try to figure out where you're going to try to sell it. Client centricity and being able to work with operations colleagues and customers is fundamental to success in services and technology. In one of my earlier organisations I found that technology teams were sitting in a guarded floor secluded from operations (their clients); I asked technology teams to operate like civil engineers and operate from where the river was! Unless you operate from client’s ecosystem you will never truly understand the real issues. Design Thinking approach and Customer Journey Management approach always helps!

Inovar e diferenciar-se são essenciais nos serviços de TI. Mantenha-se atualizado com as tendências e tecnologias, e destaque sua proposta única para atrair e reter clientes.

Customer will always be a forward thinker. Based on the market innovation & trends we always need to introduce the new things in day to day deliveries, then only customer & Client will be happy We always need to stay ahead of customer expectations and thinking. 1. Whenever new technology & tools introduced in market start exploring & see how that will fit for your customer, identify the new things in market do a POC and see the results to see will that fit your customer requirement & delivery 2. emerging technology, AI, ML & Data science 3. Enhance service quality using new technologies 4. Data reporting & virtualized dashboard for leaders with latest tools By doing these you can make your customer happy

Stay ahead of the competition by fostering a culture of innovation. Encourage your team to brainstorm new ideas, adopt emerging technologies, and explore innovative solutions that differentiate your services in the market.

See what the biggest players in your field are doing, analyze fast and deep if you can replicate, recognize when the window for that innovation has passed, and move to the next thing.

Capacite sua equipe com habilidades, ferramentas e apoio adequados para garantir eficácia e eficiência. Promova uma cultura de colaboração e inovação para impulsionar a produtividade e a satisfação.

Invest in your team's growth and development. Provide training, mentorship, and resources to enhance their skills and empower them to tackle challenges effectively. Foster a collaborative and supportive work environment that encourages creativity and problem-solving.

empower an IT Services team means that: 1.each single member is hired for teh job he or she is good at, 2. The teams chosen members must be capable to cooperate among themselves but primarily tehy need to believe and have the saame perspective for the technologies and solutions to be applied. Cacophone will get a good team no where. 3. Perpetual passion and inyerest for discovery is a MUST in an envirnment where teh speed of technological evolution and development is such ob;izing new features and add-ons or Apps to be continuously ointegrated. If you have ythese three fundamentls then you have all teh necessary tools to mepower your team.

People from daily operations are the best generators of optimization ideas efficiency-wise. In every service improvement process, they should be involved since their experience is of crucial value. I am speaking about day-to-day workers, not their managers.

These features mentioned here are certainly teheabsolute basics following the text book. nevertheless optimixe is a more complex issue which must involve not ony teh IT and Techniological executive but also thw Strategic Mangement of teh Comopany, which in most cases is not or cannot be so close or aware of teh coming evolutions and trends and dispose of teh necessary criteria to choose the most suitable for his operations and processes. Consequently teh IT management among his many responsabilities to keep and follow these basic guidelines must on one side to take care to keep ist strategic amangement informed adn at teh same time to choose carefuly optimization methodologies which need to be futureproof and taailored to its current work.

Otimizar operações é essencial para enfrentar desafios em serviços de TI. Monitore indicadores-chave, simplifique fluxos de trabalho e automatize tarefas para melhorar eficiência e resultados.

Continuously evaluate and optimize your operational processes. Identify inefficiencies, streamline workflows, leverage automation tools, and implement best practices to enhance productivity and efficiency across your IT services.

Gerencie riscos em serviços de TI com uma análise abrangente e um plano de contingência. Proteja ativos e garanta a continuidade dos negócios frente a ameaças como ataques cibernéticos e desastres naturais.

Mitigate risks by conducting thorough risk assessments and developing robust risk management strategies. Identify potential threats such as cybersecurity risks, compliance issues, or market fluctuations, and proactively implement measures to address and mitigate these risks.

This introduction describes perfectly teh guidelines for a fair risks management and it is certaonly complete.Nevertheless teh onlky thisng we know from experience to be risk fre is a bank guarantee. It is impossible to modrenize progress or innovate withput taking some risks thoufg thoroughly calculated ones. this by taking all teh avvailable measures and precautions to seal the oeprations and processes from the huge and ndangerous threat of cuberattacks of which management must be aware to approve the required investment to shield. At teh same time networking infrastructure must begin gradually its transformation fron end-to-end harwar-centric to software devised to handke the incresing data streams volume of IoT smart sensors.

- Stay updated with industry trends, market dynamics, and technological advancements to adapt quickly and stay competitive. - Foster a customer-centric approach by prioritizing customer satisfaction, delivering quality services, and maintaining open communication channels.

IT is witnessing chains of transformation at a faster speed in multidimensional ways, especially now. This impacts the decisions around investment, resourcing, budgeting, retaining talent etc. Executive's communication style and modes can see transformation. Meaning, without waiting for important meetings talk regularly with senior/middle management about the possibilities of introducing new technology/ways to improve services. Such discussions encourage employees to stay innovative with ideas while doing regular tasks & also increase their acceptance to upcoming changes. Stay tuned to the leading and latest trends at broader level. Finally, as an executive, trust your art & skill of maintaining dynamic & positive environment.

Focus and align your entire corporate thinking outside your realm of experience, globally, and unique and not within your pre-defined box which has by definition already been defined.