By Dick Stark
“I’d rather not try our help desk. I can get what I want from Google.”
Sound familiar? A customer confided this to me after attempting to access her service desk’s automated knowledge base. Oftentimes, the experience that the end-user receives from contacting the help desk is slow or unresponsive, and occasionally the fix is just plain wrong. And who hasn’t used Google to find an answer or solve an IT problem?
Welcome to the world of “Big Data,” formerly known as the world wide web, where facts, products, conversations, videos, fixes, opinions, surveys are at our finger tips, 24 x7 on iPhones, iPads, or for those of us slower to adapt, on our desktops and laptops. “An extraordinary knowledge revolution (is) sweeping, almost invisibly, through business, academia, government, health care, and everyday life,” says Rick Smolan, co-creator of a new book, The Human Face of Big Data. Service Desks must not only keep up, but deliver the type of customer experience that we’ve come to expect in this era of Big Data. Fortunately, BMC has kept up. BMC has released a new product, MyIT, which ships this month and is available as an iPhone and iPad app for Remedy users.
MyIT empowers your end-users to ensure they always have access to the right technology and support services, no matter where they are–all from one easy to use app. With MyIT end-users can:
- get easy access to knowledge and receive important information and updates from IT,
- schedule an appointment with an expert, and raise new service requests with just a couple of taps, and
- help provide faster, more personalized assistance because MyIT knows who and where they are.
Whether IT departments are ready or not, it’s a BYOD world, with mobile devices such as iPhones and iPads proliferating throughout most organizations. iPads are quickly replacing notebooks, and even pen and paper. Additionally, employees expect an excellent customer experience whether from a bank, on-line retailer, or restaurant, and expect the same thing from their IT department. The good news is that unlike Google, MyIT is purpose-built to transform the end-user experience, making them and the service desk much more productive.
Even better, the service desk does not need to be Six Sigma, ITIL, COBIT, HDI, Pink, or any other popular certification. MyIT installs quickly and RightStar is one of two BMC North American partners certified and ready to go.
The beauty of MyIT is its simplicity. In our overly complicated service management world, this is a welcome addition. Without question, MyIT will empower your end-users.