Years ago, after a business meeting, my boss and I were packing up to head to the airport. My routine went something like this: I wrapped my scarf around my neck, changed from high heels into flats (anyone who has ever run through an airport in heels knows long distances at a fast pace in four-inch heels are a bad combination), slid my iPad into a black, white and green polka-dot cover, stored my phone charger in a red patent leather “pencil case” (because let’s face it, in this day and age, that’s what a pencil case carries), packed everything into my briefcase, hooked the briefcase to my suitcase and declared myself ready to depart. To which my boss remarked, “Erin, do you have an accessory for everything?” Of course the answer was “YES!” after all, my mantra is “Accessories are the key to a successful outfit.”
You see, some accessories are for looks and fun (some jewelry) but most accessories are functional. The iPad sleeve protects that expensive little device, the scarf comes in handy when the temperature on the airplane reaches arctic temperatures (seriously, why are airplanes always so cold), belts – let’s face it – keep our pants in the right place, the watch may look nice but it keeps us on schedule and the pencil case – well the red was originally just for fun but it’s easier to find a bright red case when I’m digging in the bottom of my black brief case for a charger than it is to find a black one! So my argument that accessories matter is not just an argument of fashion, rather an argument of function… with a little flare on the side.
As I think about customers I’ve been working with recently that, in pursuit of modernizing their technology service offerings, are literally overhauling their approach to service management, each and every one of them are taking a comprehensive approach – they’re not just replacing their IT Service Management (ITSM) tool, they’re looking at their service offering from a holistic perspective. They don’t assume changing out their ITSM tool can address a larger issue; they’re changing their entire outfit. The customers I see making this successful transformation are:
- Investing the time and resources in services to examine and design or redesign their processes in a way that reflect their modern business operations
- Often replacing their legacy ITSM solution with a new modern, flexible, secure, scalable ITSM solution or application
- Educating both their IT staff and end customers on the new processes through training and awareness campaigns (check out this blog I wrote about driving adoption of new technology for my thoughts on awareness) that translate the technical changes into functional value
And any good technology vendor worth their weight should be clear, technology can help fix your issue or create new value, but if it’s implemented poorly or in a way that doesn’t reflect the business needs, the organization will fail to adopt it. And a technology project that fails to launch is the equivalent of an unforgivable fashion faux pas. And folks, no one forgets a fashion faux pas.
To keep you in style and help you create ongoing success, the Remedyforce team is excited to announce the availability of NEW, complimentary (to active Remedyforce customers), web-based Remedyforce training. The first course, a three-hour dive into Remedyforce administration, is available now and you can find more information here.
This course is the first in a series of seven Remedyforce web-based training courses that will be available over the coming months. Stay tuned for new training content that will cover Remedyforce Incident Management & Problem Management, Change Management & Release Management, Configuration Management, Service Request Management, Service Level Management and Using the Remedyforce Self Service Portal (this last one is to help drive adoption among end users – remember that point I made about awareness, this should help!) To learn more about the Remedyforce training resources available to you, contact your Customer Success Manager or RemedyforceSuccess@BMC.com or visit BMC Education Services.
And while I’m on the topic of education, the first Friday of each month, the Remedyforce team hosts a live webinar that takes a technical deep dive into a functional area of the product to help you learn more about Remedyforce and get the most from your investment. Last month, we explored some of the exciting new social capabilities in Remedyforce (you can view the recording here) and this Friday, October 4th at 11.00am CST, we’ll take a deep dive into the centralized administration features of Remedyforce. You can register for the event here. And next month (Friday November 1st), we’ll take a deep dive into the capabilities of the Remedyforce mobile applications.
If your ITSM app is the outfit, then the key to making that outfit a wild success folks talk about for years to come is to accessorize your ITSM technology with services, training and awareness.