Welcome to part 2 of our 5 part series! In our last blog, we explored Maslow’s Hierarchy of Needs and it’s connection to IT. This week, we delve into the first of four layers in our model: the Core Utility of IT.

It may seem obvious, but it is often overlooked: just like it is hard to get healthy with a bad diet, your business will struggle to scale and leverage IT if the fundamentals are not handled well. We call this the Core Utility of IT because it is like other utilities—when you flip the switch, the power needs to come on; when you turn the faucet, water needs to flow; when you press the power button on your computer, it needs to turn on and function as expected.

The Core Utility of IT is a straightforward concept that many claim to master and some do. For it to effectively work, there needs to be collaboration between the provider and the client. Guided by our core values of Integrity, Growth, and Impact, here is how this engagement plays out:

IT Provider Responsibilities

1. Solid Engineering: The IT provider must deeply understand IT, have Integrity in their work, and not just rely on quick fixes found online. True expertise is essential. This means investing in continuous learning and staying updated with the latest technologies and best practices.
2. Fanatical Customer Service: It is easy for IT people to get focused on the bits and the bytes of the technology and forget about the people that the IT serves. To really do IT well, there must be a very intentional connection between the technology and the people that use it. When this happens, team members connect their passion for technology with a passion for the people that use it, creating a positive Impact. This involves active listening, empathy, and a commitment to resolving issues promptly and effectively.
3. Purposeful Planning: Technology and business are always evolving. IT providers need to track what has been implemented, plan for lifecycle management, and engage with clients to ensure solutions remain effective and relevant. This forward-thinking approach supports continuous Growth and adaptation. It includes regular reviews of IT infrastructure, proactive maintenance, and strategic planning to align IT capabilities with business goals.

Client Responsibilities:

1. Meaningful Feedback: When something goes wrong, like a printer not working, it is tempting to send a vague ticket like “Printer broke, fix it.” However, detailed feedback helps resolve issues more efficiently. Meaningful conversations about needs, what is working, and what’s desired are crucial. This collaboration is rooted in Integrity, ensuring honest and transparent communication. Clients should provide clear, detailed descriptions of issues and actively participate in discussions about their IT needs and expectations.
2. Engaged Planning: Ignoring IT systems until they break can be a short-term strategy, but meaningful discussions about risks and rewards of different approaches are necessary. This ensures IT aligns with business objectives and risk tolerances. Engaged planning fosters Growth by proactively addressing potential challenges. Clients should be involved in regular planning sessions, discussing future needs, potential upgrades, and strategic initiatives.
3. Vision and Values Conversations: It’s challenging for an IT firm to create a meaningful IT roadmap without understanding your goals. Discussing your future plans, priorities, and values helps everyone stay aligned and focused on the same objectives. For example, knowing you’re planning to move offices in 10 months or expecting 60% growth next year provides valuable insights that influence IT decisions. These conversations drive Impact by aligning IT strategies with your business vision. Clients should share their long-term goals, upcoming projects, and any anticipated changes in their business environment.

By focusing on these core utilities, both IT providers and clients can ensure a robust, reliable, and scalable IT environment that supports business growth and success. Stay tuned for the next part of our series, where we will explore the next layer of our IT hierarchy model!

These aspects build the foundation for the IT hierarchy as discussed in our previous blog. If you would like to discuss this concept further or see how it might apply to your business, you can contact us HERE.