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. Mobile 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:
- 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.
- 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.
- 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.
- Crowdsource the Knowledge base – One of the great benefits of BMC Remedyforce is that it is based on the Force.com 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.
- 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.
- 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