Building trust in IT services is one of the biggest challenges IT teams face. Technology is only part of the equation—the real key to success is how IT teams design services, handle incidents, and communicate with users. When things go wrong, users don’t just want a quick fix. They want transparency, accountability, and a service team they can rely on.
That’s exactly what Georgina Otubela, a seasoned Service Delivery Manager, discusses in Episode 99 of Ticket Volume - IT Podcast. Hosted by Matt Beran, the episode dives into service design best practices, Major Incident Management, and automation, all with a strong focus on customer experience and trust.
If IT teams want to move beyond just keeping systems running and actually create services that users appreciate, this episode is a must-listen. Let’s get into the highlights!
99. Designing IT Services That Build Trust: Georgina Otubela on Service Design & Incident Management
The foundation of great IT services: Trust and reliability
Delivering IT services isn’t just about uptime and availability—it’s about building confidence. Users need to believe that when something goes wrong, IT has their back. Georgie emphasizes the importance of understanding the business impact of IT failures and communicating with users effectively.
Transparency and consistency are the real game-changers. IT teams that openly acknowledge issues, provide frequent updates, and show they understand the user's perspective will always earn trust faster than those who stay silent.
Incident Management: The real test of IT service quality
When a major incident happens, IT’s response can make or break user confidence. Georgie stresses the need for clear roles, controlled communication, and a structured approach to keep the situation from spiraling out of control.
Over-promising and under-delivering is a common mistake. Instead of setting unrealistic expectations, teams should focus on being upfront about what they know and delivering on their commitments.
The role of automation in freeing up IT teams
Automation is a powerful tool for IT teams, but it needs to be implemented carefully. Georgie talks about how automating repetitive tasks like password resets frees up IT professionals to work on more valuable initiatives. However, not every process should be automated.
Empathy is key. Some services—like banking issues or healthcare concerns—require a human touch. Users don’t want to talk to chatbots when they’re dealing with high-stress situations. Balancing automation with human support is what makes a service feel seamless and user-friendly.
How do you know when you’ve designed a great IT service?
Great IT services aren’t just efficient; they’re recognized by users. According to Georgie, the best sign of success is when people talk about it positively—whether that’s within the company or in their personal networks.
Creating services that users genuinely appreciate takes more than just meeting Service Level Agreements (SLAs). It requires a commitment to experience, reliability, and proactive communication.
When things go wrong: Service recovery and regaining trust
Even the best IT teams make mistakes. The key is how they handle failure. Georgie stresses that the best way to regain trust is through full transparency.
Service recovery isn’t about offering discounts or apologies—it’s about showing real commitment to improvement. Users will forgive mistakes if they believe IT is learning from them.
To sum up
At the core of every great IT service is trust—trust that the IT team will respond when needed, communicate openly, and continuously improve. As Georgie highlights, it's not just about fixing issues but about designing services with the user in mind, balancing automation with human touch, and owning up to mistakes when they happen.
IT teams that prioritize transparency, reliability, and user experience don’t just solve problems—they build relationships. And that’s what turns a good service into a great one.
If you’re looking to strengthen your IT services and create an experience users truly value, don’t miss this insightful conversation on Ticket Volume - IT Podcast. You can find the full episode on Apple Podcasts, Spotify, YouTube, or your favorite podcast platform.
