Use the specific rules within your BYOD policy to define ITSM processes and procedures. For example, if employees are not permitted to access corporate networks with a jailbroken or rooted device, create an ITSM procedure to manage this type of incident when it occurs.
Additional processes can incorporate mobility issues such as password failures (which can require a very different approach on a smartphone versus computer), new employee enrollment, decommissioning mobile devices, and other common requirements.
Mobility for IT
Don't overlook the ITSM administrators. Just like every other employee, they want to be empowered to do their work on a device of their choice from the office, onsite or outside regular working hours when a rapid response is required.
Your ITSM solution should be able to provide this capability with HTML 5 browser support, allowing administrators to be productive from a computer, tablet or smartphone device.
The Path Forward
BYOD and employee choice have become a permanent part of the IT infrastructure for most organizations, so your only choice is to be prepared (or be caught unaware).
These types of initiatives increase employee productivity while allowing IT to be enablers. Even HR has jumped onto the bandwagon using progressive practices like BYOD to attract and retain the highest quality talent.
With ITSM backing MDM in support of employee choice and productivity, user satisfaction will increase, workflows will flow, and the company will benefit.
Most importantly, when executed and supported correctly, MDM and ITSM can create efficiencies and cost savings that can be directly attributed to IT, converting it from a cost center to a solution center.
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