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Supporting the workplace when it is no longer a place

Gavin Selkirk, President, BMC APAC | March 30, 2016
Gavin Selkirk of BMC APAC says that only by rethinking digital capabilities will businesses be able to raise the bar on how employees can engage with customers, drive operational efficiencies and boost overall productivity.

2. A persona-based approach. IT is becoming a curator of apps, devices and content based on personas. A persona-based strategy empowers everyone in the organisation by giving individuals easy access to appropriate tools and streamlined service delivery based on their roles, such as a "developer" or "sales rep." This approach streamlines the user experience and promotes user understanding and adoption as a means to increase first-call resolution rates and customer satisfaction.

3. Automation - moving at the speed of expectations. IT automation has always been important, but trouble tickets continue to be a burden on the service desk. Digital businesses are taking an increasingly strategic approach to automation that responds quickly to changing business requirements.

Automation in the form of user self-service, for example, reduces IT staff workloads while improving employee productivity and satisfaction. Reducing the chance of human error and optimising every step of a process also radically reduces security and compliance risks.

Empowering IT service management to support the digital business is enabling companies to provide self-service access to the answers and tools employees need based on their locations, roles and preferences. Rather than submitting a trouble ticket into a long queue or waiting on hold, the information they need is available through a browser or a mobile app, easing resolution and reducing the burden on IT staff. In addition, by solving their own problems quickly and easily, employees can get back to work promptly to serve customers.

4. Crowdsourcing - asking employees how they want to work. Many companies today are using crowdsourcing to enable employees to help IT map and manage the IT environment. Using crowdsourcing, users add assets to location-aware maps, while IT determines what information needs to be included and controls who can add what information to which maps. Employees can also report outages, providing IT with a real-time flow of asset updates. By building a repository of crowdsourced problems and resolutions, IT empowers employees to find answers to most of their questions with little effort.

Businesses need to think differently about their workforces. The modern digital workforce is about fast, effective, and elegant ways of working anytime, anywhere with access to the applications and services needed to get work done and deliver higher productivity. It involves new modes and methods of working, not just about making offices more mobile or adding digital services to the workplace. By rethinking digital capabilities, businesses will be able to raise the bar on how employees can engage with customers, drive operational efficiencies and boost overall productivity by adopting these best practices.

Becoming a digital enterprise isn't a plan for the future; it's a transformation that CIOs need to be making now. Organisations that are not digitally empowered will soon be unable to compete, and that empowerment requires an IT Service Management team that is itself strategically enabled to support, optimise and grow the digital business.



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