Anyone who drives a new car, uses any VoIP or IM, or takes a picture, uses an alarm, sends an FB or twitter update, etc., has had their expectations dramatically altered in the last few years. And those expectations are broad ones; that is, your expectations have been elevated in general.
I don’t just expect luxury items to meet these expectations, I expect everyday items to meet them. As Deming pointed out, the customer is a rapid learner.
So we ask Kia about where the next generation is going. When we asked John Vincent the same question last April, he focused on Software Defined Networks and their disruptive nature. SDN has pretty much entered the mainstream IT lexicon at this point. It’s been interesting watching that unfold in the marketplace.
Kia goes a bit more global scale . . .
Kia Behnia: Here is what’s going to happen: I think what we’ve seen is the consumerization of IT has really changed the users’ perspective of how things should be — they should be simple, they should be self-serviced, they should be highly automated.
I mean, you don’t have thousands of people at Facebook or Google resetting people’s passwords
You don’t have thousands of people behind the scenes at the Apple App Store when you publish your app directly to millions of people after approval process. So, I think what we’re really looking at over the next three to five years is a much higher degree of automation.
Now what’s happening is this, if I could generalize for you for a second. It’s all about consumerizing the front end, so basically make the entities they experience highly consumerized — easy, no manual, self-service empower the user. OK. Then make the backend much more industrialized and automated. And so, it’s not an “either or”, it’s the best of both worlds.
It’s the ability for you to move to a model on the backend where you have a malleable, highly flexible infrastructure. I’m not going to use the C word, you know, whether it is the Cloud or virtual or what have you.
Let’s not get into semantics. It’s highly flexible and you can change it. Let’s get into a service-oriented model with defining applications where there is a recipe, blue prints, service models a more prescriptive way, so that they’re not simple VMs or simple images, it actually captures those services. And then on the front end, lets open it up for users to be able to use those services, request more services, request different ones of the services, have that power for self- service.
I think the future of IT, in organizations small and large; it’s about consumerizing the front end and industrializing the backend. And we’re already seeing this in action with many companies in mind. […] If you look at it that’s no different than what cloud companies have been doing. I mean you have Amazon, a bookseller, who probably knows consumerization better than any other company, at least in terms of retail.
And they’ve made purchasing a cloud environment as simple as buying a book. And guess what? When you do that, you have lots of customers who can get take advantage of those services. So why can’t it work within an enterprise? You know, why can’t deploying an application on a mobile device be as simple as publishing apps to the apps store and then subscribing?
I think sometimes we’ve created these barriers of complexity that make it more difficult for us to think about these in simple terms. Or terms that our customers would care about.