In a recent survey of our ITSM customers by TechValidate, three quarters of respondents stated that mobile computing was driving their IT service management strategy. An increase in the number of mobile workers, and the devices they use, were the most significant forces shaping their approach to providing service and support – putting mobility considerably ahead of other contemporary themes like cloud computing and social collaboration.
Given the explosion in mobile and tablet devices, and the changing working patterns of modern employees, this isn’t surprising. But what does it really mean for ITSM teams and processes?
In this three-part series, we explore the implications of both adopting mobile technologies for use in IT service management and the support and management of mobile workers and the devices they use.
Part 1: Using mobility in service and support teams
Getting ahead of the game
Picture the scene: You’re on a busy commuter train on your way to work as an IT support leader. During the journey, you power up your tablet and open the ITSM app. You methodically work your way through the approvals assigned to you and any tickets you may have been allocated overnight. You check the critical situations queue, and do a quick scan to gauge the health of your key services.
By the time you reach the office, you’ve worked your way through the daily administrative tasks, which normally tie up a good chunk of your day. You’re free to work with the team and get down to business.
This isn’t a fictional scenario, this is what adopting a mobility solution for ITSM has meant for one of our government customers in Washington, D.C. Not only has mobility increased the productivity of the IT leadership team, their ability to develop their staff and the value they deliver has also jumped significantly.
“We haven’t missed an SLA for seven years”
How about this? You’re a mobile technician, you’ve just swapped out and rebuilt a hard drive on an employee’s laptop. You open the ITSM app on your iPhone, update the work order and close the ticket.
You then look at your work queue and see that you have two more jobs at this facility and one a few miles away at another satellite office. You prioritize the work accordingly and head straight on up to the next job. By the time you reach your next customer, you’ve been able to access full details of the user, the device that’s causing the problem and located a possible patch to address the issue.
Once again, this isn’t fiction – since adopting BMC’s mobility solutions for ITSM, DevTechnology Group hasn’t missed a single SLA in seven years. You can watch them talk about their experiences with mobility in ITSM here.
What mobility brings to ITSM teams.
When you think of the scenarios above, the increases in productivity are significant and obvious - but there’s more going on than that:
The SLAs are met or exceeded - there’s a fast and timely response that gets the customer up and running incredibly quickly. That’s great service and is clearly of considerable value to the business. Imagine adding up all those additional hours of employee productivity over a year?
The often neglected step of updating critical incident, service request or change records is made easy and immediate. The result? A massive increase in the accuracy of information held and the accountability of the ITSM team.
3. The asset information was located and updated in seconds (and with great accuracy) when the technician was able to locate the exact record in the IT asset management system. This improvement in the quality of IT asset data is of significant value to organizations, which often struggle to keep tabs on devices after deployment.
4. The mobile technician did not have to return to the office to catch up with administration and manage the work allocation. In addition, the decision about the most efficient sequence of jobs was made in real time and based on the context of the technician. It probably won’t come as a surprise to learn that you can expect a 30% increase in productivity from field support teams thanks to mobile solutions.
5. The manager on the train was not only to access approvals, work allocation and critical updates – he was also able to keep track of the performance of the whole operation through mobile reporting. Imagine being able to track your most important KPIs anytime, anywhere. Decisions get made faster and on a much firmer footing thanks to real-time analytics.
In Part 2, we’ll look at managing mobile workers and the devices they use. We’ll explore the value of providing mobile access to key IT services and examine the challenges of supporting and managing a rapidly expanding population of mobile devices.
Enterprise Mobility Blog Archive