By Dick Stark
BMC’s Anthony Orr, and Pink Elephant’s George Spalding, presented a webinar last week, Predictions for 2015: ITSM Disruptors. Their presentation although interesting, was somewhat disjointed with most of the time spent on stories about new technologies such as wearables, like LG’s new GPS KrizON bracelet for kids, devices and sensors, smart homes, intelligent projectors, and of course the mind numbing internet connections, now referred to as the Internet of Things (IoT). The webinar spent little time on how new technologies will actually disrupt ITSM, the response or fix, and IT or BMC’s solution. Here are my webinar takeaways.
We are digital users and it is a mobile world. For millennials especially, it is all about what’s on a mobile device. All organizations from Coffee Shops to Banks, need to adapt. Fortunately, BMC has MyIT which allows mobile device users to submit and check trouble tickets as well as view knowledge articles. And problem solving is made easier because GPS enablement means location specific issues may be rapidly identified.
Gamefication is becoming more popular as a learning tool. Studies have shown that students retain as much as 75% when training involves actual simulation experiences. Likewise, gamification as applied to the service desk provides a “fun” and interesting way to motivate technicians. By collecting points, prizes can be awarded, for example, for writing knowledge articles. The end result is a more efficient and productive service desk.
Focus on the customer and business outcomes. George gave several specific examples already in place. Bridgestone has a tire program that lets commercial tire users such as bus companies pay by the mile–that way customers only pay for the rubber that they use. Airline engine manufacturers have a similar program that charge airlines by engine hours. Of course, BMC offers Remedy onDemand and Remedyforce on a pay as you go approach. It’s difficult, however to get a true pay as you go approach as there is no method to charge for “seasonal” usage. Even, more “out of the box,” why not charge for business outcomes, like reduced calls to the service desk. If MyIT (premium), for example, reduces the call numbers or duration, why not charge list price. If there is no improved business outcome, then allow customers to return the software
Keep track of everything. Certainly, the proliferation of Bring Your Own Device (BYOD) and its cousin, Bring Your Own Application (BYOA) creates challenges for IT departments along security and configuration management lines. Combine that with on-site and cloud based company and personal data back-up facilities, and an organization’s data could be all over the place. This is an area where the combination of mobile device management, along with mature enterprise wide configuration and change management can make a difference in data segregation and security, especially between personal and company owned devices.
One thing is certain, ITSM disruptors means IT is becoming more and not less complex, and IT organizations need to continue to improve capability, performance and customer satisfaction.