key itsm considerations for 2016 v2

Key Service Management Considerations for 2016

Kevin CoppinsGeneral Manager, Americas

Copyright 2015 - EasyVista2

1. When should you shift to “Mobile First” Development?

2. How do you define an “IT Asset” when everything is connected?

3. Does “The Digital Workplace” really matter?

4. Do I have the right tools for tomorrow’s realities?

5. What is “Omnichannel” and why do I care?

5 QUESTIONS TO ASK…...?

Copyright 2015 - EasyVista

When do I shift to “Mobile first”?1

IT decision-makers will shift to

Mobile-first mindset

Culture, not costs, will be the biggest

barrier to wider enterprise IoT

adoption

Technology boundaries will

increasingly blur across the

enterprise mobile application

lifecycle

Source Report (2015):

451 Research’s 2016 Enterprise Mobility Trends


When do I shift to “Mobile first”?1

Source Report (2015):

451 Research’s 2016 Enterprise Mobility Trends


How do you define what is and isn’t an IT Asset when everything is connected?

2

The growth is happening within IoT

More and more devices within the “business” will be connected

Estimated growth within IoT will far exceed any other category of devices over the next few years and into 2020

An “IT asset” is not longer a computing device


Does the digital workplace really matter?3

Source Report:

IT Service Desks Must Evolve for the DigitialWorkplace

published 9/4/2014

The digital workplace is an ongoing, deliberate approach to delivering a more consumerlikecomputing environment to business users.

Because the IT service support organization is largely responsible for the business user's perception of the overarching IT department, organizations can affect perceptions and demonstrate value to business by driving higher levels of business-IT engagement, with ITSSM tools as a catalyst.


Does the digital workplace really matter?3

Source Report:

Kick-start Bi-modal IT by Launching Mode 2

published 4/2/2015

CIOs are struggling between two competing pressures: the pressure to provide stable, secure, high performance services and to deliver agile innovative, technology-intensive services quickly. Bimodal IT provides a way to address both, yet many CIOs are unsure where to begin.


On average, IT organizations replace their IT service support management (ITSSM) solution once every five years. In addition, through 2018 we predict that 90% of IT organizations will select a particular ITSSM tool because of a promoted feature that they will never actually use.

On analyzing the nature of the drivers for replacement, we find that tools are not switched because they lack features and functionality, but primarily because they were purchased for the wrong reasons.

Do I have the right tools for tomorrow’s realities?4

Source Report:

IT Service Support Management Tool Acquisitions Must Be Based on I&O Maturity

published 6/10/2015


What is “Omnichannel” and why do I care?5

The Increasing Demand for and Shift to OmnichannelSupport

Users want access to IT support 24x7, in a manner of their choosing

• Walk Up• LiveChat• Social• Web (any device)• eMail• Phone

IT Support is trying to raise the level of service while reducing costs, while dealing with

• Shadow IT (apps, devices, networks)• Internet of Things• Consumerization• Shared Economy• Mobility


RECOMMENDATIONS

1. End-user experience must be truly mobile, consumerized and simple

2. Plan to expand your definition and management of IT Assets and their lifecycles

3. Define what “Digital Workplace” means to your organization, and how you’ll get there

4. Don’t forget the fundamentals! Understandyour current and your “desired state” ITSM Maturity Level

5. Start planning omnichannel, cross enterprise service support & Move to a Single Point of Service


A Single Point of Service, Bridging IT Silos

5


Gartner Articles/Research can be purchased from Gartner.com

451 Research provides excellent market intelligence. The mobility report referenced can also be purchased from them at 451research.com

Global Knowledge publishes an annual report on Service Desk Trends, which can be found at globalknowledge.com

CREDIT | Sources

key itsm considerations for 2016 v2

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