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You Released - Now What?

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Overview

Just like raising a child doesn't end with sending out birth announcements, the work on a service catalog doesn't end with the initial release. This presentation discusses driving up adoption rates through understanding the technology life cycle and marketing the catalog to the appropriate people; continuously improving the catalog; expanding the service catalog across the organization; and supporting the catalog implementation through continuous learning.  I correlate these actions to raising a child -- and tell some cute kid stories, too!

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Topics

  • Adoption
    • Takes continual marketing
    • Different users (early adopters vs. majority users) need different messages
    • Strategies
  • Improvement
    • User experience is key to maintaining usage
    • Gather real knowledge from analytics, perception from surveys
    • Many frequent small improvements, Rare big changes
  • Expansion
    • Expand from initial catalog to other areas of the business
    • Kinetic Request/Task as a platform
      • Revisit the technology life cycle using business leaders as platform users
      • Seek out people with natural ability to spread the Kinetic message
  • Support
    • Continue learning conceptually
    • Continue learning technically
      • List of technologies
    • Experiment / Play

Synopsis

After a catalog is released, a different set of activities are necessary to nurture it.  The first phase after a project is released is about user adoption.  When a catalog project is started, promises are usually part of the deal - saved resources, improved customer satisfaction, etc. - but if no one uses the catalog (or not enough people), delivering on those promises is difficult.  Some folks adapt right away and begin using the new tools, while others still call the service desk, still send emails.  Understanding the technology life cycle can help identify why some users are reluctant to user new technologies (answer: they want different things than the early adopters!).

Beyond marketing appropriately to the audiences and realizing that marketing is a never-ending activity, comes keeping users coming back.  This is done through improving the catalog -- adding new services, making the user interface easier / better / faster. Using web analytics and other strategies gives you real information to ensure that services that you deploy to your catalog and the features / functions you implement on the portal make the experience great for users.  Make small, sustaining changes (do not require changes in behavior) more often than disruptive changes (those requiring behavior adjustments) far less often. 

Once people start to see the benefits of Kinetic Request, many organizations capitalize on its success and expand to other business areas (moving from a single business silo -- i.e., IT Services) to a cross functional catalog. Bringing in other business units or functions to create a single pane of glass for end users to request anything within the organization.  Still other organizations reach beyond the original use case of the portal and think of Kinetic Request/Task as a low-code development platform for building additional functionality, such as application integration strategies, B2B integration capabilities, or other functions specific to their business needs.  Pushing Kinetic in these directions takes marketing Kinetic as a platform, not as a service catalog.  Relook at the Technology Life Cycle using the business leaders as the users instead of the people who use the current portal. Moving in this direction takes vision and a different ways of marketing.  With the right kinds of people on your team, you can spread the word of Kinetic with authority and persuasion.

To take advantage of all the capabilities of Kinetic Request and Task, your internal team needs to keep learning.  Kinetic is enterprise software and allows you to do just about anything.  Kinetic doesn't know your business, your processes, or the other tools you use.  Expend the effort to learn about the tools conceptually as well as technically. Experiment with new ideas and tinker with new ways of doing things in your own environment, or a Kinetic developer environment.  Never stop pushing your self or the Request and Task.

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