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Consumerization heavily influences the way service organizations have to organize themselves. Not just IT organizations! This presentation goes into the details of how the user revolution changes the nature of how service is organized.
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Arjen Droog – AraneaSpecialist in Strategy and Service
THE USER REVOLUTION
Consequences for support organizations
Managing Partner andIT Strategist at
Arjen Droog
I have nothing to say
You shouldtweet about
it.
Twitter: @arjendroogLinkedIn: LinkedIn.com/in/arjendroogMail: [email protected]
What revolution?
Who sets the communication channel?Who determines how collaboration takes place?Who owns the data?Who decides when and where to work?Who makes the choice what tool to use?
BYO is no corporate decision!
Gartner: ‘The personal cloud will replace the personal computer at the center of users’ digital lives’IDC: ‘By 2015, employee-owned devices will account for 55% of business smartphones’
professionalcompany
Consequences 4 IT support
Data could be on our servers…
In fact, it could be anywhere.
No, the helpdesk is not on
Facebook…
What? You want me to put a spam
filter on your twitter account?!?
Your son jailbraiked your iPhone and now
mail isn’t working?
There’s no pink Hello Kitty
notebook in my CMDB…
No, you cannot use LinkedIn as
CRM system, the company standard
is Siebel!
The nature of IT support will change completely
The support blend
Admin & Finance Execs & Sales
IT support & Tech support
Engeneers & IT staff
low
low high
high
No mass IT support, but
customized support for every user
Serv
ice
need
Mobility
Mobility explodes
Why do helpdesk employees
have Microsoft and Cisco
certificates en no iOS and
Android certificates?
I’m sorry, but that’s not in our Service Catalogue
The big problem
I thought the Service Catalogue said that you supported Androids?
Yeah, but only KPN devices running Android 3.0 or higher.Huh??? That's bull-$%#@! You mean I signed up for this Vodafone device and you don't even support it?Did you read the intranet page on BYOD
before you bought it? Well, I looked at it, but I didn’t fully understand all the techy lingo
Well, it clearly says what we will and will not support.
Why can't you support it?Because it runs Android 2.3 and our sales app will not run on it. Also, it does not meet our corporate security staandards. …
I want to talk to your manager!
Strategy in IT Support
IT infrastructure
Apps & devices
Information
Operational excellence
Customer intimacy
Service leadership
Authorization and responsibility
shifts from corporate to individual
Future IT support organization
ITSM
IT Architecture
Information Management
Demand OrganizationApp
specia-lists
Whole category support vendor
Free and paid apps
Et cetera
helpdesk
Connect-ivity
provider
User commu-
nity
suppliers
The big change is not in
organizational charts, but
in attitude
PMO
Users IT-support Suppliers
IT infrastructure
Apps & devices
Information
They are 100% service oriented, not SLA-based, inventive, communicative.They do not work for users, they work with users; user takes responsibilty for resolution too.New IT roles: User community manager, DropBox specialist, Social Media specialist, virtual communication specialist, et cetera.Old IT roles: Network engeneer, systems manager et cetera will solely work for suppliers.
Future IT support organization
Finish your presentation according to ITIL v3…
Are there questions?
Leave
Thank the audience
Answer!
Say time’s up
Know the answer?
yes yes
nono
