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The onslaught of Bring-Your-Own-Device (BYOD) and Consumerization of I.T. brings with it many transformational changes to ITSM. The productivity gains from a mobile enabled workforce are significant. The reduction in lost time from more consumer focused self-service user interfaces hitting I.T. service applications is also a boon to both users and I.T.


An unintended consequence of these trends is there is a increased likelihood end users will take matters into their own hands beyond just the basics. Just like the trend of Shadow I.T. with cloud services, empowered mobile users may overstep IT and provide their own services that overlap or even conflict with ITSM. iStock_000016331079Small.jpgMobile users are often a fiercely independent bunch and the possibility of BYOIT or a full-blown outbreak of “Shadow ITSM” is real. What can I.T. do to deliver world-class service that helps build the business instead of being at odds with the business units they are chartered with helping? The answer is much the same as we have seen with Cloud services.


Much like Cloud Lifecycle Management has helped corral rogue cloud provisioning and present a win-win where users get the flexibility, agility and choice they crave while I.T. gets compliance, cost management, and benefits of scale. In the new world of Mobility, Self-service IT, Social I.T. can use tools like BMC’s MyIT, AppZone and Remedyforce as well as some best practices to stay ahead of the curve.


Here are six tips to get things started:


  1. I.T. Needs to Be First in Line for Upgrades – Users have become accustomed to the Mobile software arms race and implement upgrades within hours of release. Last year, a team offsite I attended happened to coincide with the OS7 release date. By the end of the day every single Apple gadget was running the new OS. It was a badge of honor. IT needs to embrace early adopter behavior, be there early to ensure any compatibility issues are caught early and communicated out immediately.
  2. Achieve a HealthyBalance Between Self-Service and Full Service. Consumerization of I.T. and increased reliance on self-service interfaces go hand in hand. End users, especially mobile ones, have come to rely on tools that give them just what they need in quick and engaging interface. BMC’s MyIT is an excellent tool to build a great self-service foundation with ITSM. But self-service has it limits. More complex tasks require having a great full service experience to get things done. I.T. in the New IT world should ensure self-service and full service work in tandem. By freeing up I.T. support staff from routine and repetitive interactions, workers can focus on delivering world-class service when engaging with end users over more complex matters.
  3. Uncover App Store Influencers – Products like BMC AppZone provide an app store for all of the applications needed to get work done at an organization. These app stores provide a treasure trove of information on what apps are on the rise. In addition to looking at download and ratings metrics, I.T. should seek out key influencers inside the company. Create a council of app users who regularly share why they recommended a particular app and understand what makes an app go viral within a team or division. Just like the marketing department hires social media experts to scour through the Twittersphere or Facebook graph to unearth trends, I.T. can look at reports from AppZone to be on the lookout for the next big thing to hit the organization.
  4. Crowdsource the Knowledge base – One of the great benefits of BMC Remedyforce is that it is based on the platform. Aside from all the platform benefits, it also helps to bridge the gap between the internal social workplace communications and standard ITSM operations. You can integrate conversations on Chatter with Knowledge base information to provide a more comprehensive level of service.
  5. Use MDM as a Force for Good. For many end users the idea of I.T. having visibility into their mobile device usage is invasive and often leads to failed BYOD implementations. A recent Gartner study predicts 20% of all BYOD will fail due to these heavy-handed policies. I.T. not only needs to be transparent with what it will and wont do with user data, but also present positive examples of Mobile Device Management (MDM) having an ongoing and direct benefit to end users. By looking at what apps are installed on devices via BMC MDM, I.T. can see popular trends that don’t show up on the corporate app store. Instead of blacklisting, I.T. can then add and even feature this popular downloads on the corporate app store.
  6. Walk the walk, talk the talk, and wear the wearables – Smart watches and Google Glass are the next wave of BYOD. I.T. needs to break out of their aversion of the untested and understand the unique dynamics of the Internet of Things. I recently upgraded my Pebble smart watch to the latest software and in the process how apps work changed dramatically. Before the update, my watch synched directly with the regular smartphone version of an app like my biking app Strava or golfing app Free Caddie. The app sensed the presence of the Pebble and sent pertinent info to the watch face. After the update, apps now reside in a Pebble container with set-up and app interaction buried in a confusing menu structure. Sure helping me find the best hill climb or distance to the 8th green are not the purview of I.T., but it won’t be long before core business apps like Dropbox or Evernote are on these devices.


These are just a few ideas of how I.T. can stay ahead of the curve in The New I.T. Era. Tell us your success story and enter to win a set of Beats Headphones. Between February 18 - March 17, BMC Software will give away five Beats Headphones each to BMC followers who share their own #ITforthewin stories

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Alf's Zoo - This week, we continue the series on Internet of Things with Anthony Orr, who explains the zero moment of support (ZMOS). With billions of items coming on line, it'll take more than just a solid help desk to manage our brave new world. We also need to turn the avalanche of data we're collecting into predictive behavior. Deploying a system that converts an event into an automatic action that's based on human needs, not old-fashion SLAs, will allow us to harness the power of the next big thing.

Welcome to the New I.T.

Posted by David Manks Feb 18, 2014
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The more things change…

By now you've heard about how the New IT will make your life easier and solve all of your IT problems and issues, right? How it will give you more time back in your day, make you more productive than ever before, and allow you to actually take a lunch break and even leave work early (okay, maybe just on time) to get to your kid’s soccer game?


The better they get.

We have anticipated this revolutionary new world, where digital services not only enhance our lives but actually respond to our specific needs, for years.  The wait is over.  Today, BMC introduced an innovative experience that will truly change the way users interact with IT — a legitimate, authentic, New IT and a more simplified and streamlined process for IT service delivery.


But first…

Why do today’s users demand and deserve a better experience from IT? Because they've seen that a better experience exists—when they visit online marketplaces like Amazon, when they search for, purchase, and download apps to their smartphones and tablets, and when they try out some of the booming consumer-friendly businesses sprouting up around the US and around the world; all designed to meet individual needs, in real time, with reviews to report results.


Businesses like these succeed because they recognize a consistent and particular area of opportunity and rise to meet it. For example, Uber, the successful venture start up that matches drivers and passengers with car service and car shares, saw that resident taxi services in major cities weren't adequately meeting the needs of commuters and other potential passengers. A simple, easy to use app allows more people to get where they need to go, faster and often in their choice of hired car.


Taskrabbit, another popular app, matches pre-screened individual service providers (including home improvement, errands, home office, and more) with customers who are too busy or okay in my case too under-skilled to complete the work themselves. Customers describe their need and set a deadline, and interested “taskrabbits” respond to open jobs. Needs are met quickly, easily, and at a fairly negotiated price, and customers post reviews after jobs are complete.


So what can IT learn about how to respond in this age of consumer-driven innovation?


  • Users don’t want to wait, especially if they know a service can and should be faster.
  • Users know what they want, and they are the best people to describe their needs.
  • Users want to share their experiences, good and bad.
  • IT can learn from users, and can put that knowledge to work to improve services.
  • IT can benefit from reduced friction with users, reduced downtime, increased productivity, and more time directed to other valuable projects.


The era of users passively (or impatiently) waiting for IT to respond to their needs, never sure of where they are in a queue or when they can expect a resolution, is over.



The New IT is:

  • Mobile first.  It must be anytime – anywhere accessible
  • Dynamic. It adapts to preferences for autonomy and insight.
  • Location-aware. Resources are easy to find and services are matched to user parameters.
  • Collaborative and social. Through crowd-sourcing, commenting, and appealing to the “hive mind,” everyone benefits from shared information.
  • Formless. Getting IT needs met is simple, straightforward, and to the point.
  • Personalized. Appointments are made around users’ schedules and preferences.
  • Integrated. A help desk shouldn't be isolated or difficult to find—it should be part of a larger suite of custom, contextually-appropriate offerings.


How can organizations deliver these kinds of best-in-class services? Successful outcomes are the result of a willingness to seek opportunities to better serve your users, to be flexible in meeting their needs, to adopt lean practices and methodologies, to keep pace with changing technology (like cloud delivery and ITOM integration), and to look for efficiencies and innovations at every step. When you embrace the New IT, you embrace the renewed significance of best practice service delivery and process automation in the age of digital business.


Be sure to check out our exciting new product innovations that can help organizations deliver these kinds of best-in-class services:

BMC MyIT 2.0
BMC MyIT 2.0 is a next-generation self-service app that reduces IT friction, cuts support costs and boosts customer satisfaction. MyIT enables greater business user productivity through social collaboration, more freedom via context aware services and ease of use with formless IT.  Now available with both Remedyforce and Remedy, MyIT 2.0 is currently in beta and will be widely available in April of 2014.  Click here to learn more.


Remedyforce Winter 14 Release
Remedyforce Winter ‘14 is the latest release of our fast-growing cloud-based ITSM system built on the platform. With this new release, MyIT 2.0 and AppZone 2.0 are now fully integrated with  Remedyforce.  Check out the new capabilities in Remedyforce Winter 14.


BMC AppZone 2.0
AppZone is a universal app store that gives employees easy access to cloud, mobile, custom and desktop applications. To drive adoption, employees can comment, rate and share apps they enjoy, allowing others to on-board applications based on peer selections. For IT, an enterprise app store provides the ability to procure, publish, secure and manage apps across the organization.  More information on BMC AppZone 2.0.





The New IT

Now that you know what the New IT can be, see how your organization can help define the new standard for service delivery and even join in on the conversation and register to win a Beats Headphones at #itforthewin.   You might just get to leave work early after all.

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Alf's Zoo - This week, Hema Mohan tells us why we suddenly are so interested in the Internet of Things. It's stemming from an explosion of consumer apps, collaboration and the urge for a better life experience. In order to improve our world, we need to add artificial intelligence to previously dumb things to make them cognizant of our needs. Instead of telling us it is empty, the fridge orders a drone to deliver groceries to our home. Eventually, the IoT will reach the business world. And maybe one day, it can benefit our humanitarian causes, too.

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Alf’s Zoo – This week, we’ll kick off a series on the Internet of Things. IT experts and regular folks will join the Zoo to explain what IoT really is? How it will affect our lives at home and work. Its impact on our privacy and security. And how we are going to manage all those billions of things? First out is Bill Emmett, who provides a quick overview and helps me connect IoT to first-class powder skiing.