David Williams VP Strategy BMC Software
A path to improving the end user experience
“The consumerization of IT has contributed to a sharp rise in the expectations that end users have for IT services. They want their technology at work to be as unobtrusive and effective as the technology they use in their personal lives.
Increasingly, they also bring their own devices to work. As end users become more empowered, their influence on how IT services are chosen, delivered, used, and evaluated will continue to grow.
IT organizations need to understand how their end users use IT to help the business become more effective and productive, as well as to provide quality services. What does understanding the users really mean, and what needs to be done to make them more productive?
Most IT organizations assume that making the IT infrastructure more reliable, higher performing, and agile will result in higher end-user satisfaction, yet this is not how end users evaluate their IT experience. They want access to IT services when they need them, no matter where they are located or what device they are using.
Enabling the business requires having an understanding of the end user’s IT experience and then plotting a path to improvement. For many organizations, this is a challenge, as there is little insight into how people actually use IT beyond the limited visibility provided through the lens of the service desk. However, end-user productivity requires a lot more than problem management and incident management.
What does it take to keep end users happy and productive? You need an understanding of how IT is consumed and the tools to make the user’s involvement with IT as seamless and productive as possible. To help with this challenge, we have established a set of IT management goals, objectives, and associated end-user values.
There are five levels on the path to end-user enablement: undefined, reactive, proactive, service, and business. These levels provide clearly defined objectives, allowing IT organizations
to assess their current end-user environment and plot and measure improvement. Measured against the levels are support, social enablement, and security and resilience, as well as productivity”.
Here is the example for Productivity:
Service – IT Operations Perspective
- Bring your own device (BYOD) is fully implemented (coverage of all leading mobile devices).Leveraging service catalogs/ marketplace tools, the users are able to choose what applications are needed, updated, or changed to support their specific job function. Content locker provides access to business documentation and Web applications, no matter what devices are used.
Business – IT Operations Perspective
- End-user activity is understood, enabling highly effective service support, change planning, and change impact analysis.Integration with non-IT systems allows end users to interact with their office environment more efficiently. Business and business-sanctioned applications are provided through a corporate marketplace.
Service – End User Perspective
- Applications are provided on-demand/request.Location enablement allows resources to be found and identified with users automatically gaining access to IT resources local to them (e.g., printers, wireless networks). Business and personal applications are segregated, allowing the end user to easily separate content.
Business – End User Perspective
- Users receive live updates on the health and availability of their business applications with their location and device taken into account.Users are able to interact with the facilities systems (including non-IT), which provide map-based office information (e.g., office locations, office occupancy status).
One area where BMC has improved the end-user experience is with MyIT which gives users the ability to access and view their status, as well as to interact with apps and services and report issues. Employees have easy access to the services they need — anytime, anywhere, and from any device”.
What is MyIT?
Suhas Kelkar CTO APAC talks about MyIT
I recommend that you read the full report – A path to improving the end user experience – LINK specifically for the excellent examples of Service and Business End User Perspectives.
BMC with the launch of MyIT in the UK is addressing the increased Business End User expectations for frictionless service. LINK
BMC also has a Concierge Bar offering and It will be interesting to see how much customer demand there is for this End User solution.
“In January, BMC forecast a lower-than-expected profit for 2013 after reporting third-quarter results below Wall Street estimates due to lower license bookings at its two main divisions: enterprise services management and mainframe service management businesses”.
BMC like other Software Vendors must rethink the existing product licence model in light of their Remedyforce and Remedy OnDemand Software-as-a-Service subscription based solutions.
Just before Easter buyout rumours, that a consortium of private equity firms are joining forces to take BMC Software Inc. private, sent the stock price up c. 10% so there is perceived value in the company and investment opportunity.
Find Your Fit – ITSM Re-birth at BMC