Survivors to Thrivers

By Dick Stark

In a recent IDC White Paper, “Moving Beyond the Costs and Risks of IT Friction,” analysts Joseph Pucciarelli et al., show that significantly reducing IT friction could drive a mind boggling $800 billion in net new GDP for 2013 to 2020.  According to the report, significant components of high IT friction include dissatisfaction with IT service delivery including IT help desk support and the ability to resolve IT help desk issues.

IT friction is not a new concept. I first heard of this in 2001 in an ad campaign that Peregrine Systems (a precursor to ServiceNow) ran claiming its ITSM software made significant improvements to reducing IT friction.  IDC defines IT friction as “a mismatch between the level of IT service required by the business and the level of service the business receives.” The results are reduced organization agility, service outages, delays in critical application development, slow response times, and poor user experience. According to the study, 40% of respondents said that IT failures have led to direct loss of revenue, with an average revenue loss of 9.6%

The good news is that some companies have recognized how to move beyond IT Friction.  Known as Thrivers, these companies use IT more proactively, or as Gartner would say, operate at a much higher maturity level. IDC defines Survivors as organizations that pursue business as usual. IDC points out that there are three ways for companies to reduce friction and become Thrivers: Focus on strategic, not tactical, IT outcomes; leverage 3rd Platform technologies (Big Data, cloud, Mobile, and social); and deploy automation tools and end user self-service technologies across the organization.  Although no ITSM tool set company is specifically called out, this report makes clear the mission critical nature of ITSM.  Often, relegated to a necessary evil, ITSM and a solid IT infrastructure plays a critical role in revenue generation, risk mitigation, employee productivity, and cost efficiency. How can RightStar reduce IT friction?  Here are several examples:

MyIT trimmed

Service Catalog/MyIT. IT’s goal should be to make provisioning a laptop or cellphone as easy as ordering a book from Amazon. BMC’ s MyIT empowers end-users to ensure they always have access to the right technology and support services, no matter where they are and from one easy to use app.

Automation. BMC’s BladeLogic Server Automation (BBSA) enables consistency and compliance by automating processes like patching, configuring, updating and reporting. Similarly, with BMC Client Automation, IT has an accurate and current inventory of hardware and software, along with the proper software and security policies.

SmartIT replaces the current Remedy user interface with one that is more like Facebook–more collaborative, designed for mobile first.  It is a persona-based approach with specific roles such as first and second line techs, field support techs, and service desk manager.

I hope that ITSM will now start to receive the respect and investment dollars it deserves.  It is our job at RightStar to reduce IT friction and work hard to move our customers from Survivors to Thrivers.

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About dick1stark

I am the President, CEO, and founder of RightStar Systems, a leading IT consultancy and BMC Software Solution Provider and Atlassian Expert Partner. My passion is customer success—whether it’s reducing the cost of service management, improving overall efficiency, or increasing end-user or employee satisfaction. Since founding RightStar in 2003, RightStar has made the INC 5000 list four times. In 2011, RightStar was awarded the prestigious National Capital Business Ethics Award (NCBEA) by the Society of Financial Service Professionals based upon RightStar’s foundation of honesty, ethics, and integrity. And in 2014, RightStar was selected by Forrester Research as one of 13 North American companies profiled in its ITSM Consultancy Wave Report. Finally, in 2016, BMC selected RightStar as its 2015 Supplier of the Year for its consulting partnership and excellence in service delivery. Dick is a graduate of Stanford University and a Project Management Professional (PMP).
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