A few weeks ago, I was invited to speak with the Chicagoland chapter of HDI at their monthly meeting. As I scraped the wintery mix of snow & ice off the windshield of my rental car with no gloves on (of course I forgot to bring gloves to Chicago in January) my thoughts drifted from my talk on The Consumerization of IT to the fact that I couldn’t feel my finger tips, and I panicked. How was I going to advance my slides during the talk if I got frost bite? My defrosting fingers and I finally arrived at the event (on time, I might add) and I was pleasantly surprised to find such a great turnout on a cold, wintery day. Confirmation of what I already knew to be true. HDI is a great organization, for those of us in the IT industry that provides education, networking and connection to our peers. Our peers in IT who are most likely dealing with the same struggles we are.
While consumerization means many new and different things for IT organizations, one of the most immediate impacts is the dramatic shift in user and business expectations. We, as a general population, are more comfortable with technology than ever before. With this increased comfort comes a new and bold expectation around performance speed, intuitiveness and accessibility. Furthermore, many business units are asking, and sometimes even demanding, that IT offer, deliver and manage business processes and services that are far outside the realm of traditional IT work. As a result, many IT organizations are faced with a new and complex challenge – how to manage day-to-day IT responsibilities while securely offering and delivering new business services. As I discussed these concepts with the members of the Chicagoland HDI chapter, I found many folks in the room were currently facing this same trend within their own organizations.
Here at BMC (formerly Numara Software), we believe the answer to this challenge lies in your IT Service Management (ITSM) solution. Most ITSM solutions are built to help you manage, route and automate IT processes. So, why not extend the flexible process automation platform you already have and extend those capabilities to other functional areas of your business?
Lending a hand to your Human Resources department is a great first step as this is an area that most likely already has defined processes already in place. Leveraging flexible workflow automation, enforced approvals, a robust knowledgebase and the user self-service capabilities inherent to ITSM solutions, you can facilitate workflow and improve communication between distributed departments that often rely on information from Human Resources.
After my talk ended in Chicago, I spoke with the manager of IT Support at a large enterprise company with a tremendous amount of contractors. She
shared with me that their HR department has recently approached her IT group asking for help in managing the constant moves, adds and changes associated with contract staff. She and her IT support staff have to figure out where this HR business project fits in their priority list while still delivering IT services and maintaining SLA adherence for the rest of the company.
What are the processes your business is asking you to help with? Are you automating Human Resources business process already? Maybe some other functional area of the business is leveraging your ITSM solution to streamline workload and drive new business value. Send me your success stories and challenges. I’d love to hear about them!