Guest Blog by Mark Twomey, Innovation Director with Fusion Business Solutions.
Mark has extensive IT Service Management experience with Fusion working with blue-chip organisations on defining and implementing their strategy.
A number of years back BMC Software enabled the term Business Service Management (BSM). The same company has now coined the term New IT. So what does this mean?
The answer to this is to first of all look at why a “New IT” is required in the first place. People and companies need IT. IT should be an enabler for companies and employees to do whatever is core to that business. They need to perform tasks related to their jobs in a simple efficient manner and IT should be behind them at all times achieving this goal.
All current research is pointing to employees being unhappy with IT (Source: Exploring Business and IT Friction: Myths & Realities – Forrester Consulting April 2013). This is due to either lost productivity or having to ‘jump through hoops’ to enable them to do their job effectively.
There is an obvious friction between IT and the business and it needs addressing. So what does the New IT look like?
The New IT’s aim is to deliver a brilliant user experience with a repeatable, rapid and streamlined service delivery. The cornerstones of New IT are:
- A ‘think mobile first’ strategy for IT Services making them available on any device no matter where an employee is
- A simple, intuitive and context aware solution for all employees
- Socially aware
- Easily integrated with other applications enabling process automation
New IT will reduce the friction between employees and IT giving employees what they want, when they want it and providing IT the control and efficiency to deliver what the business needs.
Here’s some examples of how.
Most employees use app stores such as iTunes or Google Play in their personal life. New IT delivers this through a flexible corporate app store. Employees want an app store which provides access to any consumable which enables them to perform their job. BMC provides this through BMC Appzone. Any consumable such as software, hardware or even a document/report that an employee needs can be available through the corporate app store. This app store is fully integrated to IT service delivery tools to enable automated process delivery such as delivery of software be it cloud, mobile or desktop. All of this is available on any device any time. Now that becomes a game changer for the relationship between IT and the business. This also introduces the concept of formless IT.
As an employee we have all gone through the constant interrogation of filling in forms over and over again whenever we might wish to request something to enable us to do our job. However, when we are at home we are used to either clicking on something or searching for something. If we search now, as we type, the applications we use tell us what we are searching for before we have finished.
New IT delivers this to employees. If you think of a classic example of an employee requesting access to the CRM solution. They fill in a form and wait for the software. In the New IT, the employee clicks on the icon for CRM, it knows what device the employee is using and has a fully integrated method for delivery of the software to the employee. The employee is happy as they have the software they need and IT is happy as it has delivered the software efficiently yet can still track the software, how much it costs and who is using it. It’s a win-win scenario.
Another brilliant example of formless IT is the ability for the employee to just type in what they are looking for such as “how do I access VPN?”and as they type, solutions are returned which may help or else they can just press send. This will intuitively generate a request for VPN access and automate a request for service to the right team. This is what I call useful and please let me never see those horrible long forms that we have long been used to again!!
In our everyday lives, context or location awareness in apps has changed our lives. Checking the time of the next bus or train, booking a hotel or finding a location have never been simpler. The New IT again makes use of this technology to deliver what employees need wherever they are.
Like a lot of employees I would rather fix something myself rather than having to ‘log it’ with a remote service desk. With New IT I can. Imagine every asset consumed by the business being available with a barcode to scan. When I scan that barcode it brings up a matrix of options which are contextually aligned with that asset. It literally can be anything. The ability for employees to have at their fingertips options around something they are trying to do now becomes invaluable. For IT, this means less calls to the Service Desk and more time doing the stuff the business wants making IT and leaner, more efficient customer facing machine!
Also, with location awareness, New IT allows me to see what I’m looking for easily and makes having to go to someone or some team for information about a room or asset I use, now obsolete. This is what employees like – having what they need, when they want it, anywhere, anytime.
Crowd sourced Knowledge
In today’s age when we have an issue we normally ask the rest of the world or a specific community before anyone else. New IT enables us to do this in our workplace. Imagine printer is room 101 is broken. As I follow this shared printer which I use every day, I now know not to waste time going there and trying to use it but instead use the printer in room 110. Thanks to my colleagues I have saved time and the team that manage the printer are already fixing it.
Also, through crowd sourced knowledge groups of employees can share vital information or workarounds in relation to assets or locations such as rooms, which save time and enable people to get on with things. We’ve all been in the meeting room where something happens. The projector isn’t working, how do I use the conference room phone? New IT enables us to share knowledge quickly and simply in the context of what we need.
Concierge style appointments
A lot of web sites we use day-to-day allow us to request a call or an appointment at a time that suits us. Anyone who has had an Apple device might have had the experience of booking an appointment with the ironically named Genius bar. It’s simple, you pick the location that suits you, a time available that suits and it’s done.
Imagine the same concept at your workplace in relation to IT. You have something that needs to be done to your laptop but you are very rarely in your office (like a lot of employees today). New IT again delivers. I can book an appointment with IT at a time that I know they will be available and I am in the office. Can you imagine how much time that could save both the employee and IT?
BMC Solutions deliver New IT through a new amazing user experience underpinned by best-of-breed IT Service management tool sets.
BMC MY IT is a self-service app available on any device that provides a frictionless method of interacting with IT. My IT is socially aware and becomes an employee’s friend at work. My IT benefits IT by boosting customer satisfaction and cutting costs of repetitive calls from employees. Employees benefit from the ease of formless IT and getting what they want, when they want it on whatever device they are using.
BMC AppZone provides a one-stop shop for employees to request what they need and allows IT a single location where all services which are delivered can be managed and controlled. BMC Appzone is fully integrated with BMC Remedy & RemedyForce which are the hubs of any IT organisation.
The overwhelming evidence is that New IT is exactly what businesses across are globe are looking for. Employees who are more self-sufficient using BMC My IT and BMC Appzone with an IT organisation using top class IT Service Management tool sets. The real winner in New IT is every business which adopts this. They will become the forward thinking companies enabling their employees to perform their jobs effectively and IT to become more efficient working on the value-add services.