In a previous blog on consumerisation of IT (9th Nov 2011), I talked about the move to users getting used to provisioning services online. An extension to this is accessing the Service Desk through social media (Facebook) or chat (MSN). While many are sceptical, let me bring another perspective.

Google has seen both the number of clicks and the price per click drop again in the last quarter as users move away from browser based applications where Google is very strong in Search and Display adverts to mobile and chat based applications (like Facebook, Twitter) where Google has found it harder to monetise its solutions. Some analysts are suggesting that this accounts for the recent Google share price drop. They are suggesting that in the medium term most users will be chat based, rather than browser based - what odds then on needing an online services catalog at all in 10 years?

Mark Lyttle
CEO

BMC Mobility is latest version of the Aeroprise mobility application acquired by BMC in 2011. The current version builds on over ten years of experience in mobility technology and through the use of smart phones and tablets is a complete suite of mobile IT Service Management apps. The use of smartphone technology allows agents to access BMC Remedy Service Desk in real time so enabling them to view information and respond as if they are at their desk.

BMC Mobility addresses a number of requirements for the modern Service Desk; this includes being able to:

• Allowing engineers to manage incidents when away from a desk
• Speed up a managers access to the approval process from their smart device
• Ensure asset information is maintained in real time through the use of barcode scanning
• Enable customers to access self-service requests from their smart device

Product detail

BMC Mobility supports Blackberry, Windows Phone, iOS and Android devices and allows access to the main ITSM applications - Incident, Problem, Service Request and Change (including approvals). BMC Mobility is licenced by named user and by either individual applications or as the whole ITSM suite. BMC Mobility can be implemented in as little as several days.

Customer example

With its switch to mobile alerts, a large UK telecommunication company removed a manual dispatch process where a large service desk team each spent over 2 hours a day distributing incident tickets. BMC Mobility also reduced the average response time from 30 minutes to 5 minutes. This has saved the company millions of pounds annually with a license cost of less than £1 a day per agent.

Mark Lyttle
CEO