The customary “holy trinity” of People/Process/Technology still holds its place in IT strategy, accounting for key elements of managed value. Meanwhile, IT innovation has dramatically emphasized the central position of the individual user, who arbitrates tools and information with unprecedented liberties and options. This newfound power even directly challenges “process” by more frequently injecting improvisation into user procedures with beneficial results.
Because of this shift from process to people, it is far more important strategically to understand and manage why people do what they do. With that understanding, it is more evident that strategic support is fundamentally proactive, and is logically definable from the user’s point of view.
The general mindset of a User has an underlying structure that gives Support the indications of what generates manageability of the user’s acts and decisions towards getting “value” from IT utilization. The User’s self-image, desire, technology and information are all aimed at practicality, impact, expectations and decisions in a consistent way. The consistency comes from the User’s instinctive need to combine competency and autonomy (opportunity) for driving justified performance (outcomes). Proactive support consistently focuses on the practicality, expectations, decisions and impacts. The long-term significance of the consistency is that it accommodates the increasing breadth and pace of changes in user practices, tools and information without needing support to be re-conceived itself. Implementations of support can adapt and adopt within the same formula for generating business value.