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Monitor 24/7's Mohammad Discusses Mobility Trends

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June 18, 2010

Monitor 24/7's Mohammad Discusses Mobility Trends

By David Sims, TMCnet Contributing Editor


Recently Monitor 24/7's Riaz Mohammed agreed to an interview with TMCnet, to discuss Internet access -- including broadband stimulus initiatives as well as mobile devices and technologies. He also spoke about how the rise of smartphones, 4G wireless technologies and other trends in mobility is affecting demand for his company's services.

 
"Mobility has had impacted service management services from both sides - the user requesting service and the resource delivering the service," he said. "Mobility has increased end user demand; the work clock no longer stops at 5:00 PM. With mobility, users can be productive at all times."
 
In addition, Mohammed says, there are "complex underlying technologies that allow end users to be productive 24x7 - e-mail, multiple micro-browser based applications, real-time reporting solutions delivering content to mobile devices and others. This has ultimately increased the demand from IT."
 
Changing technologies and increased user expectations, Mohammed thinks, "has forced IT to constantly improve their processes to support the increased demand."
 
Also, the service management offerings "must be adapted to support changing processes. If it's not easily adapted, has limited functionality or there is a high cost to implement additional processes, then this will have a significant, negative impact on the business."
 
To underscore the point, Mohammed outlined "a few of the areas that IT has to address to support mobility."
 
Service catalogs engage the end user. "For example, if a user cannot access a corporate dashboard after hours, the user should have access to a list of services which includes after hours dashboards support."
 
Ensure that the appropriate resource is assigned to the user's request. "Assignment has to be based on the resource's skill set, schedule and workload. Mobility changes the rules regarding assignment. With mobility, there are multiple assignment and notification rules that have to be supported for user requests submitted during business hours or after hours."
 
Configuration management must be tightly coupled with the request process. "When the dashboard issue is submitted, the resource must have easy access to the underlying infrastructure and configuration items supporting the dashboard service."

David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Juliana Kenny







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