It’s an exciting time to be an employee at BMC Software. Early last week, we made one of the more groundbreaking announcements I’ve had the chance to be a part of during my career in technology: BMC Software Delivers ‘The New IT’ With Three Pioneering Products. Over the past few years, there has been a lot of talk about bringing social technologies to the enterprise. And there are some great examples of social technologies transforming the way companies connect and collaborate with each other and with customers.
While IT organizations are often tasked with supporting social technologies, IT service and support organizations often do not utilize social tools to do their daily job. Service desks have traditionally lacked the social capabilities to help you, as IT professionals, collaborate in new and modern ways. That’s why our announcement about the New IT is so exciting and why we’ve been getting great feedback from the market about our vision for the New IT. We believe social IT is more than just IT. Social IT is a way of thinking, behaving, and interacting. It’s about connecting to each other and connecting to information in a whole new way. Last year I shared my thoughts on what is or isn’t social. And I stand by my opinion – there is no right or wrong way to be social.
There are, however, tools that can help you on your social journey as you and your teams endeavor to connect in a whole new way with each other and your customers. New IT enables this new social journey – we’re providing an approach where IT organizations can connect more seamlessly with each other and with the business. In addition, New IT enables automation so IT can deliver services the business needs in a more efficient, accessible, and industrialized manner. Yes, we believe you can incorporate social technologies and social culture in a way that complements and enhances your existing processes and procedures. It may feel like social doesn’t fit in with something as standardized as an ITIL® process, but in reality, I believe it’s an exciting phase in the evolution of those kinds of processes. After all, your processes should evolve to reflect the inevitable changes in your business.
Our vision for the New IT is to help your IT service and support organization employ the industrialized practices you’ve developed and embraced while providing social collaboration capabilities that enable you to connect with each other and your business in a way that excites, empowers, and transforms. Social IT is just one of the many components of our vision for the New IT, but a very important aspect. After all, I believe social IT is the key to unlocking our potential.