Executive Overview of Service Management in the Mobile Era
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Transcript of Executive Overview of Service Management in the Mobile Era
Executive Overview of Service Management in the Mobile Era
April 19, 2016
Chris Marsh 451 Research Research DirectorEnterprise Mobility
Kevin CoppinsEasyVistaGeneral ManagerAmericas
Market forces & trends driving a new era of service management
How to meet the service expectations of your mobile users
What is the impact of not meeting user needs?
What is a “mobile-first” solution & why it is important?
The 10 “must ask” questions for solution vendors to ensure your success
How to avoid the “gotchas” in service management solutions today
agenda
Mobility is Ironically Static
in the Enterprise
0%
10%
20%
30%
40%
50%
Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15
% Time non-mobile workers spend mobile.
Mobility is Ironically Static
in the Enterprise
0%
10%
20%
30%
40%
50%
Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15
% Time non-mobile workers spend mobile.
Two-thirds employees use a smartphone for
work
Mobility is Ironically Static
in the Enterprise
0%
10%
20%
30%
40%
50%
Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15
% Time non-mobile workers spend mobile.
Two-thirds employees use a smartphone for
work
45% employees do work on their
smartphone daily
Mobility is Ironically Static
in the Enterprise
0%
10%
20%
30%
40%
50%
Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15
% Time non-mobile workers spend mobile.
Mobile % of total workforce - rolled
Two-thirds employees use a smartphone for
work
45% employees do work on their
smartphone daily
Mobility is Ironically Static
in the Enterprise
0%
10%
20%
30%
40%
50%
Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15
% Time non-mobile workers spend mobile.
Mobile % of total workforce - rolled
Two-thirds employees use a smartphone for
work
60% of employees don’t have any mobile apps provided
45% employees do work on their
smartphone daily
Mobility is Ironically Static
in the Enterprise
0%
10%
20%
30%
40%
50%
Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15
% Time non-mobile workers spend mobile.
Mobile % of total workforce - rolled
Two-thirds employees use a smartphone for
work
60% of employees don’t have any mobile apps provided
45% employees do work on their
smartphone daily
24% employees “very concerned”
about personal privacy on owned
devices
The Focus is Still on the Low
Hanging Fruit
Base: 451 Research’s Business Decision-Maker survey, Q1 2016.
The Focus is Still on the Low
Hanging Fruit
Base: 451 Research’s Business Decision-Maker survey, Q1 2016.
45
11 5
34
2722
0
20
40
60
80
100
IT allows me to install productivityapplications
It does NOT allow me to installproductivity applications
I'm unsure of the policy
Install Not yet, but interested
The Focus is Still on the Low
Hanging Fruit
Majority
Mobile strategy lead
IT department
Personnel Customers, field & sales, execs/travelers
Posture Security: lock-down, prescriptive
Security Device, network
User intelligence
Fragmented
Early Adopters
Center of Excellence
Employees, ‘extended enterprise’.
Productivity, engagement: ‘another channel’, exploring IoT intersection
Apps, content, network
Segmented, policy-based
Aspirational
Business Units
Everyone
Transformation: data-first
Full stack (‘following the data’)
Automated, operational
The Enterprise has barely been touched by mobile.
Employees intuitively find work-arounds.
Mobile breaks the norms in all regards.
Early adopters looking to common architectures
So, Where Does This Leave Us?
mo·bile
ˈmōbəl,ˈmōˌbīl/
1. able to move or be moved freely or easily.
What Does Mobility Mean
to You?
Mobile as movement of users.
Just another channel.
Extending desktop.
Translating desktop for new assets.
The edge of a linear stack.
Consumer-oriented and –grade.
Mobility: Moving FROM
Something completely different …
to
Mobile meaning mobility of the enterprise.
Hyper-responsiveness to users’ context the key business outcome.
Mobile data becomes monetisable inventory itself.
Mobile data determines the value of physical inventory.
Infrastructure needs to reduce data latency and accelerate intelligence.
Mobility: Moving TO
1. Think about the ‘data as inventory’ concept.
2. If you don’t already, strategize with your other BUs.
3. Work with users – segment, arm, educate, re-educate.
Mobility for your
organization:Getting Started
If your service management solution
is not aligned to support today’s business and end-user reality,
your IT organization will continue to lag behind.
Designed for the mobile enterprise
Optimized for ease of use across devices
Focused on the user experience & interface
Simplified access for the user
What is a “mobile-first”
solution & why it is important?
Service management solutions help your IT organization in meeting
challenges, creating and integrating services, while
effortlessly moving information across multiple organizations.
1. How will it enable my end users, and will they use it?
2. Can service be accessed from different types of devices?
3. What resources are required to implement and manage it?
4. What does it take to design a new service?
5. Besides IT, what other services can it manage?
The 10 “must ask” questions
for solution vendors to
ensure your success
6. How well can it meet the needs of my multi-cultural organization?
7. Can it integrate with my other software and cloud solutions?
8. Can it help control and reduce service delivery costs?
9. How do you ensure my success?
10. Are you focused on service management and partnering for success?
The 10 “must ask” questions
for solution vendors to
ensure your success
For those outside the IT organization, the role of IT is simple:
provide technology innovation and support … in other words, delivery
technology and service to make my job easier.
Simple, right?
26
26
EasyVistaOur Vision: Reinventing service management for the mobile user. Easy to deliver, easy to use.
27
27
EasyVistaOur Vision: Reinventing service management for the mobile user. Easy to deliver, easy to use.
1,000+ enterprise customers
6M SaaS end users
98% customer
renewal rate
1,000+ certified
consultants
20+ years of innovation
100% revenue
growth in 5 years
Financial & Insurance
Manufacturing
Healthcare
Professional Services
Public Sector
Higher Education
Retail/Hospitality
Media & Advertising
Food & Beverage
Energy, Utilities Transportation
Technology
Mobile-First Service Management Platform
Easy to Usewith Mobile-First
Proven Powerwith Comprehensive Service Management
Easy to DeliverWith Codeless Configuration
Mobile-First Service Management Platform
Easy to Usewith Mobile-First
Proven Powerwith Comprehensive Service Management
Easy to DeliverWith Codeless Configuration
Award Winning Workflow
ServiceCatalog
Asset & Financial Management
Service Manager
EmbeddedProcesses
Wizard Automation
Mobile-First Service Management Platform
Easy to Usewith Mobile-First
Proven Powerwith Comprehensive Service Management
Easy to DeliverWith Codeless Configuration
Award Winning Workflow
ServiceCatalog
Asset & Financial Management
Service Manager
EmbeddedProcesses
Wizard Automation
Reduce and control the total cost of service delivery
Mobile-First Service Management Platform
Easy to Usewith Mobile-First
Proven Powerwith Comprehensive Service Management
Easy to DeliverWith Codeless Configuration
Responsive Design
CustomThemes
Drag & Drop Widgets
Apps Builder
Easy Integration
Built-in Dashboards
Award Winning Workflow
ServiceCatalog
Asset & Financial Management
Service Manager
EmbeddedProcesses
Wizard Automation
Reduce and control the total cost of service delivery
Mobile-First Service Management Platform
Easy to Usewith Mobile-First
Proven Powerwith Comprehensive Service Management
Easy to DeliverWith Codeless Configuration
Responsive Design
CustomThemes
Drag & Drop Widgets
Apps Builder
Easy Integration
Built-in Dashboards
Award Winning Workflow
ServiceCatalog
Asset & Financial Management
Service Manager
EmbeddedProcesses
Wizard Automation
Reduce and control the total cost of service delivery
Dramatically simplify and accelerate service creation and management
Mobile-First Service Management Platform
Easy to Usewith Mobile-First
Proven Powerwith Comprehensive Service Management
IT HRCustomer Care
Any Line of Business
User Service Apps
Facilities
Easy to DeliverWith Codeless Configuration
Responsive Design
CustomThemes
Drag & Drop Widgets
Apps Builder
Easy Integration
Built-in Dashboards
Award Winning Workflow
ServiceCatalog
Asset & Financial Management
Service Manager
EmbeddedProcesses
Wizard Automation
Reduce and control the total cost of service delivery
Dramatically simplify and accelerate service creation and management
Mobile-First Service Management Platform
Easy to Usewith Mobile-First
Proven Powerwith Comprehensive Service Management
IT HRCustomer Care
Any Line of Business
User Service Apps
Facilities
Easy to DeliverWith Codeless Configuration
Responsive Design
CustomThemes
Drag & Drop Widgets
Apps Builder
Easy Integration
Built-in Dashboards
Award Winning Workflow
ServiceCatalog
Asset & Financial Management
Service Manager
EmbeddedProcesses
Wizard Automation
Reduce and control the total cost of service delivery
Dramatically simplify and accelerate service creation and management
Radically improve the service experience
Kevin CoppinsEasyVista | GM [email protected]
Chris Marsh451 Research | Director Enterprise Mobility
linkedin.com/in/ktcoppins@ktcoppins
linkedin.com/in/chris-marsh-00867b6@ChrisMarshUK