Today’s guest is Chris Pesola in part two of a two part episode. Previous episode is located here: Listen in to the continued talk with Chris regarding the Customer-centric IT model he champions in his current company and the benefits of a cloud system. Chris will touch on application churn in IT and how the cloud can help with the churn in a Customer-centric IT model as well as the security implications. We’ll also touch on a lecture series Chris participates in as a speaker at Oakland University and how he connects it with the Customer-centric IT model.
5 years focused on Customer-centric IT
- Results are in a word “awesome” inside Chris’s current company
- In old IT world, silence meant you are doing a good job
- Tony once had a sign in his office stating “it’s a good day if the VP didn’t know your name”
- Customer-centric IT is a more in your face approach
- People go way out of their way to say how much they like this method
- Employees will state they never worked at a company with an IT organization so good to work with
- The Technology itself isn’t superior. It’s all about the approach
- People who come from traditional IT orgs will say they got what they needed to do their jobs so much sooner in this type of Customer-centric environment
- Day one is the first impression you get in IT to impress the end users with how you can enable them
“So.” instead of “No.”
- Less of a “No” environment and more of a “So.” environment. It’s not a Yes by default environment…simply more interactive
- “As we move into the future, everyone knows about IT”-Chris Pesola
- “As we go into the future, everyone is a propeller head”-Chris Pesola
- Everyone has developed their own way of being efficient with technology. Some more than others.
- The Gig economy is a good example of this as people are looking for ways to do what they want when they want and how they want
- If you don’t pay attention to your end users, they will go somewhere else to find what they need. So, it’s better to partner with them up front
- Example: People will go and find a way to get to Facebook. Let them, but put up the needed areas and security for it.
- “Follow the rules, but beyond those rules, what are you allowing?”-Chris Pesola
- Network segments help with this from a tech perspective
- Little things like letting people connect their phones to a cordoned off area of the network to not have to use their own data plans, is a way to build that relationship with the end users
Lecture me this
- Chris participates in a lecture series at Oakland University
- It’s a master level course called the connected world.
- Students invent a connected product as part of this course. The course details from a high level about how things are connected by technology these days. Students work to solve a problem of a something not yet connected today.
- At the end it’s a shark tank style panel for reviewing the products and determining how viable such a product would be
- Seems to be a mix of different generations involved in these classes. Majority have some professional experience
- Customer-centric IT comes up in topics like connected manufacturing. Leans more towards business and manufacturing connected product vs. consumers
- Past semester took conversations into connected work force which does delve into more Customer-centric IT methodologies and how those interact with the cloud
Eliminate the blinking light
- As part of the cloud initiative, Chris’ company has a project to eliminate the blinking lights. It’s actually called “eliminate the blinking light.” This is part of their push to the cloud
- Local Domain controller is all that is usually required
- First reaction back when we first used virtual servers was they were slow and unusable. Now it’s a matter of turning a dial to get more speed. This is part of what makes the cloud so much more flexible for businesses today
- It all comes down to the technology being great…when it works. That part of IT hasn’t changed. There is still no such thing as perfect technology. It’s a constantly changing environment and cyclical and IT people will be needed to keep it running and improving it further.
IT Speak this Episode
KVM – Keyboard Video Monitor – Used to describe those objects needed to connect to a server. Usually KVMs for servers connect to multiple servers for consolidated control
Domain Controller – A critical server/device which allows you to authenticate or logon to your work network and helps tells your computer/device how to get from point A to point B