Blog Entry
Search
Shameless Plugs
Act Now!
Recent comments
Most Popular
Top Contributors
| User | Points |
|---|---|
| geoffc | 160,650 |
| dlythgoe | 21,925 |
| mfaris01 | 19,630 |
| mbluteau | 19,240 |
| DamianMyerscough | 18,220 |
| aburgemeister | 17,805 |
| mbluteau2 | 16,505 |
| davesimons | 15,300 |
| gchilders | 12,540 |
| dgersic | 11,505 |
User login
1207
Dinner was great but the service was horrible
We arrived at the restaurant and we were seated in a short period of time. The waiter came around and greeted us and gave us menu's. A few minutes later we order our drinks and appetizer, things appear to be moving along nicely. At this point, I think the waiter got lost in the back. We had to sit there for a long time before our main course order was taken. Even after the order, the food took forever to come out and the drink glasses became empty. The food did eventually come out, it was hot, tasted good, etc. All in all, not an ideal experience.
They must have been short on staff for the evening, problems in the kitchen or some other anomaly, I have been to this restaurant numerous times and this is not the norm for them. I will go back there of course, but if this type of service starts to turn into the norm... I will probably go there less often if at all.
I am not the first person to run into this situation, this is also not unique to restaurant dining. The general theme holds true to IT and Service Offerings.
There are endless examples. In some cases it is not that you are going to lose a customer over a unique situation where the responsiveness of the application is slow (unless this becomes the norm), in other cases you could, the online retailer one could turn into the sale going to a competitor. Get IT to focus on the Service is important, it aligns their view of the world to the way that the customer see's them, the way management evaluates their value to the business, etc.
It is important for IT to have a measurement of the real end user experience or perceived end user experience. Is the Service up and running, is it performing well or within thresholds. If it is slow, being able to quickly drill into the Service and check the state, health and availability of the technologies supporting the Service is important. The faster IT can resolve the problem the better. It could be something as simple as spinning up additional VM's because of a spike in volume/transactions.
Since I am going long on this blog, I'll keep it short: Novell Operations Center is the product that helps solve these challenges (and more) for IT. Mapping the Services end to end, correlating the technologies supporting the service directly to the management tools as well as other features like Service Level Management and CMDB/CMS, Novell Operations Center raises the focus of IT to align them with the business.
Disclaimer: As with everything else at Cool Solutions, this content is definitely not supported by Novell (so don't even think of calling Support if you try something and it blows up).
It was contributed by a community member and is published "as is." It seems to have worked for at least one person, and might work for you. But please be sure to test, test, test before you do anything drastic with it.
Related Articles
User Comments
- tisenberg's blog
- Be the first to comment! To leave a comment you need to Login or Register
- 1207 reads
0