I Don’t Know, Ask That Guy – How crowdsourced IT makes us better

At his user-conference keynote, ServiceNow CEO Frank Slootman today touted the need for greater business services. For over an hour he worked the stage, guiding the audience through the process of creating a service request definition.

 

After a few cheap shots at the early struggles of the Affordable Care Act’s healthcare.gov site, Slootman triumphantly points out how easy it is for employees to find and request a service. What he skips, however, is the sing-and-dance number that goes along with most traditional self-service portals. First, you’ve to fire up the VPN, log onto the intranet, and sift through a myriad of esoteric terms before finally giving up and calling the help desk.Twitter K14b.png

 

What’s missing is a modern understanding of how people interact today. We don’t submit forms, we post comments. We don’t call the vendor for support, we search Google for help. We don’t follow trends, we’re assisted by peer reviews.

 

By introducing new technology like crowdsourcing, for example, you can reduce routine calls to the help desk, cut IT-related downtime and boost customer satisfaction. To illustrate the value crowdsourced IT brings, here’s a day in the life of Joe, a local sales rep.

 

Before

Joe, the sales guy, is hosting a customer meeting in the Bahamas conference room. When he shows up, the projector lamp doesn’t work. Sheepishly, Joe quickly shuttles his clients to a nearby but less impressive conference room. Neither IT nor Joe’s colleagues know about the outage; for weeks, staff continue to book the room, only to be disappointed by the broken projector.


After

When Joe enters the conference room and finds the broken projector, he opens the interactive floor map in MyIT, clicks on the icon representing the Bahamas conference room, and changes the status of the projector to “out of order.”

 

Instantly, MyIT alerts the service desk about the outage. A trouble ticket automatically opens in Remedyforce and is assigned to a service agent. Additionally, every employee in the building can now see that the projector is down in Bahamas.

 

Employees following Bahamas in MyIT—staff located on the same floor as the conference room, for example—see an alert posted on their timelines. And thanks to MyIT’s integration with Microsoft Exchange, Bahamas is unavailable when employees try to schedule conference rooms with projectors in the MyIT reservation system.

 

By empowering employees to help manage IT issues, the IT friction—time lost due to technology-related issues—declines.    The service desk can quickly fix the issues and staff can seamlessly circumvent the problems. Roughly 86 percent of employees around the world lose two days a month on IT-related issues, according to Forrester Research. With MyIT, you can get a day a month back, reducing the monthly loss by 50 percent.

These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

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Alf Abuhajleh

Alf Abuhajleh

Alf is an IT expert at BMC and the host of Alf's Zoo. Alf is focused on social, mobile and context-aware IT.