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By Dan Turchin, chief executive officer and co-founder of Aeroprise. Follow Dan on Twitter.

 

The iPad launched yesterday. If you weren't in Silicon Valley, you may have missed the Cameron/Bay/Coppola-esque shockwave it created. From my perch in Mountain View I saw the Transamerica Pyramid duck and cover. Larry Ellison's "Rising Sun" surfed a 400 foot asphalt wave from Redwood City to our doorstep. 7,000 tweets per minute later, a proud, spent Steve Jobs smoked a cigar and grinned at the chaos he created. Again.

 

Three weeks ago, Google launched Nexus One to similar fanfare and a few weeks before that it was Verizon and Motorola launching Droid. More recently, the Red Cross forever changed crowdsourced fundraising by generating more than $20 million in 72 hours - $10 at a time. Mobile technology occupies a place in our cultural pantheon usually reserved for world war, famine, or Michael Jackson.

 

It's bigger than gadgets, apps, or services and nobody knows what to make of it. There's just a universal, shared sense that everything from media consumption to work to travel to parenting changed forever. Distance is measured in clicks and milliseconds. Progress is measured in weeks. Moore's Law - feh. Droid's Law now governs innovation.

 

Out of this primordial ooze came an interesting report from Gartner last week that grounded me. $6.2 billion will be spent on mobile apps in 2010 growing to $29.5 billion in three years. This isn't a technology fad. It isn't a social revolution. It's a market for mobile digital goods that is finally growing - at a pace that dwarfs what even the most outlandish predictions forecasted a few years back.

 

It seemed for some time that the mobile cavalcade left businesses behind. Virtual Zippos and shoot 'em up games defined the mobile app experience. Now 70% of the Fortune 100 use iPhone and 100% of DC power brokers use BlackBerry (an unscientific estimate but did you see all those thumbs flying at the SOTU?). And you know what? It ain't because they're throwing sheep.

 

It's because smartphones are business essential. One customer called recently to say his CFO finally conceded to letting employees expense mobile phones after getting a demo of Aeroprise for self-service. Another told me her CIO is glued to Who's On? 18x7 (unfortunate until she found a hack to "stay on" until 11pm every night).

 

It's unclear who or what will benefit most from the billions about to be spent. What comforts me is knowing the smartest people on the planet are solving our biggest problems using mobile technology and the impact it will have on all of us will make even Steve Jobs wonder why he didn't see it coming.

 

 

The postings in this blog are my own and don't necessarily represent BMC's opinion or position.

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By Dan Turchin, chief executive officer and co-founder of Aeroprise. Follow Dan on Twitter.

 

We're proud to announce the launch of our newest product, Aeroprise Mobility for BMC Remedy Self Service.

 

Here's the press release. Here's an overview of why this product is the most exciting one we've ever launched.

 

And here's a short launch video and a product demo.

 

 

Now that we can share more details I thought I'd pass along a story a customer told me recently, versions of which I'm hearing almost daily.

 

A VP of IT at one of our largest customers told me last week he's frustrated by what happened since they introduced their service catalog. First, it took a lot longer to define the services IT offers than he expected. He gave a simple example: onboarding an employee is standard catalog fare yet each company he has been at has its own unique process that combines various HR, finance, IT, and operations tasks in various ways. The workflow gets complicated fast.

 

After nine months they finally launched a catalog to 55,000 business users with an initial set of 47 core services. The holy grail, right? Worthy of a ticker tape parade? Promotions and raises all around? Not so fast. Turns out he didn't anticipate a separate, bigger challenge: getting 55,000 employees to care.

 

His team did everything you'd expect to introduce the catalog. They hosted webcasts, created online training videos, posted banners with pithy slogans in break rooms, even rewarded frequent submitters. And yet, a paltry number of users even bothered to access the request portal. Even worse, six months after launch, call volume to the help desk was about the same as before and customer satisfaction with IT was unchanged.

 

He gathered his braintrust, surveyed users, and learned the problem wasn't with the catalog - in fact, users gave it high marks. The problem was when users had IT issues they didn't bother getting to a PC. It should come as no surprise that they did what they'd always done: pick up the phone. Which gave him this epiphany: what if submitting a service request was as easy as calling the help desk?

 

Enter Mobile SRM. They're now deploying an Aeroprise mobile service catalog for their BMC Remedy SRM app that is truly, finally, beautifully simple. Quicker than a phone call. Always available. Fully integrated with the business to deliver results that actually make the catalog matter. It's early to draw conclusions but he said he got stopped in the hall by an HR Director who waved her BlackBerry at him and said she just approved a request for a new PC that would have clogged her inbox for days before. That approval triggered an alert to the line manager who submitted the request from his iPhone. He said she was giddy (when was the last time you met a giddy HR Director?).

 

So my VP friend is fired up - and rightfully so. But what's powerful isn't the IT success story. It's the cultural shift enabled by a few forward-thinking execs and mobile technology. What's next? Probably no ticker tape parade. But maybe a raise and promotion.

 

Click here to see Mobile Self Service in action. Or call +1(866)809-9102 to schedule a live demo.

 

 

The postings in this blog are my own and don't necessarily represent BMC's opinion or position.

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