What do your end users expect when it comes to IT
services – considering both quality and quantity?  In the most
practical sense, IT service “expectations” are defined by two
perspectives – the IT department delivering the services and the
end-users receiving them.  To maintain customer service
satisfaction, these perspective must share a common set of realistic
expectations.  Without that,
there is no basis for a shared purpose and strategic vision. 
Read on for more.

Service expectations are influenced by four (4) key factors including
the composition of the IT service portfolio, service terms (availability,
response times and performance), respective roles and responsibilities
(IT and end-user) and existing constraints (time, funding, technical
capabilities, resource availability).   The key to IT service
value and acceptance is alignment – to ensure that service expectations
match needs, commitments and capabilities.  What happens when expectations
fall out of alignment?  You have an expectations gap. 
(Also Read:  Keys to
Customer Service in IT Management)

What is an IT Service Expectations Gap?

Expectations gaps occur when there is a mismatch between the services
end-users “expect” to receive and the services made possible through
negotiated commitments and actual capabilities.  It’s easy to look
at expectation gaps as just a matter of perception, but that is potentially
dangerous view.  As the saying goes, left unchallenged “perception
becomes reality”.  In the absence of a direct, concerted effort
to set realistic service expectations, your end-users are likely to
develop and sustain their own expectations, which may or may not be
“aligned” with actual service obligations.  The resulting consequences
can be very real – leading to diminished service value, increased dissatisfaction
(on both sides) and reduced ROI.

Expectation gaps can develop in any number of areas including the
IT “mission“, the products and services provided as part of the IT service
portfolio, the use and functionality of installed technology, the enforcement
of IT policies and standards, and related service level obligations,
including response times, and systems performance, reliability, usability
and availability.

In all likelihood, expectations gaps will develop from these common
IT management missteps:

• Lack of communication between the IT service provider and
  the end-user community.
• Inconsistent enforcement of
  IT policies and
  technology standards.
• Failure to keep current with business needs, organizational
  changes and technology requirements.

Try to Avoid.  Prepare to Mitigate.

Human nature being what it is, it is very difficult to avoid every
expectation “gap”, so you need to be prepared to minimize and mitigate.  
The key to minimizing expectation gaps is to “define – align – approve”.

• Make sure the IT “mission” and service portfolio is properly defined
  in actionable terms.
• Make sure the IT “mission” and service portfolio is fully aligned
  with all identified needs.
• Make sure the IT “mission” and service portfolio has the approval
  of all key stakeholders.
• In order to take further action to mitigate existing expectation
  gaps, you must first take stock of what you are up against and how firmly
  these service “viewpoints” are held.   Can you read the warning
  signs of an expectations gap?

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Warning Signs of an Expectations Gap:

• Do your end-users request services that are not part of the existing
  IT charter?
• Do your end-users report systems limitations as error conditions?
• Do your end-users feel that IT is more interested in control than in
  end-user needs?
• Do your end-users view necessary systems maintenance as an “outage”?
• Do your end-users feel that IT is too slow to respond to non-emergency
  support problems?
• Do your end-users frequently claim that project results fail to meet
  specified requirements?

This expectations analysis begins with one question – “Are the identified
expectations currently being met?“. If the answer is “no”, the analysis
must continue to determine whether the “expectation” in question is
arguably “realistic” considering service capabilities and commitments.

To determine whether an expectation is “realistic” or “unrealistic”,
it can be measured against the following five (5) criteria.

1. Does the expectation exceed specific end-user needs and requirements?
2. Is the expectation in line with global business goals and objectives?
3. Does the expectation fall within operational boundaries (costs, staffing,
   regulatory, contractual)?
4. Does the expectation fall within technology boundaries? (feasibility,
   compatibility and serviceability)?
5. Can this expectation be met considering constraints and capabilities?

Expectations Management To-Do List:

Depending upon the nature and source of “expectations gap” condition,
specific response strategies will vary, but will always be built on
the following five (5) elements:

• You have to review.  Continuous improvement is a key to avoiding and mitigating expectation
  gaps.  To ensure continuous improvement, IT services should be
  “reviewed” on a regular basis, as a scheduled component of the IT management
  program.  You have to be able to pinpoint problems and resolve
  issues to minimize “gap” occurrence.
• You have to communicate.  Communication is essential to managing expectations gaps in order
  to quantify tangible “expectations” and share relevant information to
  mitigate negative impact.
• You have to negotiate.  Once expectation gaps have been identified, resulting solutions must
  be negotiated in order to re-align service expectations with actual
  obligations and capabilities.
• You have to document.  “Put it down on paper”.  That’s the way to avoid future misunderstandings
  and to provide a tangible basis for negotiating service delivery needs
  and requirements.
• You have to escalate.  When expectation “gaps” cannot be resolved through direct negotiation
  with end-users, take it up the chain of command.  Example: If departmental
  expectations are not aligned with global business goals and objectives,
  IT staff may not be able to bridge that “gap”.  In all likelihood,
  these issues will require appropriate escalation.

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THE IT SERVICE STRATEGY TOOLKIT

If you’re looking for a fast, easy way to achieve IT service success, you’ll find it inside
the IT Service Strategy Toolkit. This unique, informative online course gives you everything you need to become
an IT management leader and service planning expert. Here’s what you’ll learn:

• The I.T. Service Strategy Toolkit is an easy, engaging online course, containing over 50+
  education components, teaching you how to use the multi-stage ‘Service Strategy Process’ to organize the I.T. service function and deliver value-added I.T. services.

• Topics covered include developing the IT mission, organizing the IT service department, planning IT management policies, managing the IT/end-user service relationship, performing the IT service review, and more.

• Techniques covered include ‘Define, Align and Approve’, the ‘Manage by Process Framework’, the IT/End User Partnership, Proactive Problem Management and more.

• Download the tools and templates to produce the I.T. Vision Statement and multiple Service Review deliverables.

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• Course enrollment provides lifetime access to all components, with all future updates and additions included.