ISP Personality Profiles

There are four different types of internal service providers. The classification is based on two dimensions: service and business orientation.  

Service orientation

Service orientation represent the focus on customer service the organizations has. Some organization manage ISPs as a cost center and want to minimize interactions with the users while other try to be ultra-responsive to the users’ needs.

Business orientation

Business knowledge measures the level of business understanding from the ISP. Some organizations are simply focused on generic services while others have a deep understanding of the business issues and propose solutions to address them.

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The personality profiles

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The Accountant

The accountants believe ISPs are necessary evil, something that is essential but that need to be managed tightly. He also worries that users might abuse or steal It resources if left on their own. They believe that tight control of what the users do is essential to control costs.

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The Butler

The butlers live to serve. They understands that users need ISPs to be productive and will make sure that their environment is reliable and that issues are fixed rapidly. They live in the shadow and are extremely responsive to requests, even inappropriate ones.

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The Nanny

The Nannies know what’s good for you. They will make sure that the users are productive and that they do not break their environment. They will find and deploy innovative solutions that the business doesn’t even knew it needed.

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The Agent

The agents focuses on allowing the users to do their craft. They strive to give excellent service but also takes care of a lot of the peripheral tasks or activities that would get in the user’s way. The agents also are proactive in defining solutions and ways to improve the productivity and effectiveness of its users.


The personality profiles allow us to measure the three different types of alignment.  

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Team alignment

Does your team share the same definition of their role? 

Vision alignment

Does your team behave according to your vision? 

Business alignment

Does your team behave according to the expectations of the business?

Posted on September 27, 2013 and filed under ISP3.