Frustration with IT departments has grown to be a widely shared experience as more employees look for ways around their IT organizations in search of faster support. Forrester (News - Alert) Research has reported that only 35 percent of business leaders say IT provides “high quality, timely end-user support.” Typically, an employee’s personal IT experience is better than their IT experience at work, but they are forced to abandon the productive value of personal IT when they get to work.
To fix this problem, BMC Software (News - Alert) has launched MyIT, an enterprise software solution that enables employees to take control of the delivery of the IT services they need anytime, anywhere, from any device; all from one location. MyIT, a brand new direction for BMC, delivers a personalized portfolio of technology to each employee, including a content locker, mobile corporate app store, and other location-aware services.
“The ‘demand signal’ for change from millions of company employees around the world is unmistakable. IT organizations must respond to this change, and MyIT is the bridge that connects their industrialized infrastructure with the needs and expectations of fellow employees,” said Kia Behnia, CEO of BMC, in a statement.
Image via BMC Software
The company has been seeing that employees want to bring consumer-like experiences into the workplace, and these consumer-like services reduce the friction between you and the provider.
“You don’t have to stand in line or talk to someone on the phone, making things easier. In places where we see this reduction of friction, we see satisfaction levels go up, people get things done faster and they are empowered to these types of things in their daily lives,” said Jason Frye, sr. director, Office of the CTO, BMC, in an exclusive interview with TMCnet.
Today, the gap in expectations between IT and employees is apparent in social media channels. An online search using Radian (News - Alert) 6 showed that over 3.8 million posts came from individuals seeking help regarding IT issues they were experiencing in just one week.
“The IT people and non-IT people often talk two different languages, and it’s hard to cross that barrier. There’s this unfounded fear of IT because the users typically don’t get the information they need,” said Robert Stinnett, senior analyst at Carfax. “MyIT solves this universal problem.”
The best consumer IT companies have taught people to expect a lot from an IT experience. In their personal lives, people experience IT in personal, mobile, productive ways, but when they cross the bridge to enterprise IT, much of that is lost because companies try to balance access with risk.
“The result is what IDC (News - Alert) calls IT Friction – the rising cost and lost productivity as individuals struggle to use a combination of corporate, third-party and personal IT platforms. IDC believes IT Friction adds 20 percent to the employee workload, which is a fraction of a typical work week lost to IT Friction,” said Joe Pucciarelli, vice president and IT executive advisor at IDC.
BMC’s MyIT delivers benefits including:
Reduced IT Costs - The combination of self-service, process automation and the right employee-facing UI slash the IT costs associated with resolving trouble tickets by 25 percent in large companies.
Improved Productivity - IT Friction is reduced as MyIT allows employees to focus on productivity and value rather than fixing problems. With MyIT, employees have control to manage their own personalized IT service– anywhere, anytime, using any device.
Happier Employees - MyIT takes an employee’s positive experience with IT in their personal lives and extends it into their work life. Immediate access to the right services drives job satisfaction and productivity when the ability to recruit and retain top talent is crucial to success.
Stronger IT Organizations - The demands of IT’s consumerizing “front end” and the explosion of new devices create a challenge for IT organizations. IT professionals want to work in a modern IT organization that powers the business, and MyIT helps IT organizations build a bridge to the future.
Image via BMC Software
“MyIT is really all about self-service-getting quick assistance for common, mundane tasks that users today typically have to call the help desk for. With a single click, users can see a detailed status about what’s wrong, when it’s going to be restored and choose how they want to be notified,” explained Frye.
MyIT integrates with BMC’s Remedy IT Service Management suites to bring the power of the larger Business Service Management portfolio to employees in companies across the globe, which is why over 50,000 IT organizations in more than 120 countries use BMC to manage their business services.
Abraham Galan, CIO at PEMEX, said, “PEMEX will be among the first companies to deliver BMC MyIT solution – in our case, that means more than 75,000 IT users. We believe that BMC’s MyIT will reduce our cost of service delivery and enable us to compete more effectively, both for markets and for talent. MyIT is an extraordinary creation that represents exactly what IT organizations need today.”
Edited by Jamie Epstein