A recent survey by Forrester shows that up to 50% of workers feel that their IT service desk cannot support legitimate needs with today’s technology. Savvy workers want to rid themselves of extra devices and find easier solutions to problems. Facing an unproductive stall due to forms to fill out, antiquated interfaces, and long wait times, people often look for opportunities to bypass the IT service desk. They want the same streamlined, native application services they are accustomed to from the rapidly evolving mobile device, data availability, and consumer intuitive app and web fields. These high expectations are creating a bring-your-own-device (BYOD) culture where support for multiple platforms is expected.
The demand for new IT support puts an astounding amount of pressure on time-constrained IT teams for skills sets and processes to deal with shadow IT projects. After all, IT has to learn other devices and applications, and support them alongside the current investments.
Coping with today’s rapidly changing IT environment requires an agile team that’s willing to adopt new technologies and take measured risks to better serve their internal customers. IT organizations will need to balance adherence to security and strict procedures, with the need to keep internal customers happy.
Forward-thinking business and IT teams investing in the rights skills set and advancements in IT transformation are preparing to innovate by improving their skill sets and the IT user experience, by adding chat, tutorials, and self-service to ward off repetitive service requests that can easily be handled by the customer.
These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.