I sat in on a presentation of MyIT from BMC at SITS13 recently.
In a nutshell, it aims to provide IT self service via a consumer oriented app. Being an App, it can take advantage of identity and location to provide a very relevant IT service experience.
‘Log an incident’, filling in ITSM oriented forms and generic intranet messages about service levels are replaced with consumer oriented navigation of services relevant to the user in terms they will understand. It’s all about me and my world on my device.
I’ve not hidden the fact that I don’t particularly like creaking old software conglomerates run by hedge funds, so I find this offering surprisingly refreshing and innovative. Kudos to BMC for capturing the zeitgeist of ITSM, putting services in the hands of users and offering a friendly presentation layer over IT service mechanics.
First date syndrome?
The first date went really well, we chatted, we had a great time…. But they didn’t call back….
MyIT demos well. I can see senior IT managers really liking this, whilst clutching their IPad loaded with apps. Download an App from the AppStore onto your own personal device and engage with enterprise support is a compelling proposition.
However I would be very interested to see how BMC succeed getting past first demos, selling it and most importantly implementing successfully. I wish them well but fear the spaghetti behind the scenes to actually deliver the experience outstrips the maturity of most organisations.
For example, one great feature of MyIT is for the App to know your current location and for users to be able to orient themselves to the nearest IT department on a map.
They can also navigate internal buildings and locate the cubicle of the relevant support team member to help with their enquiry, dock to the nearest printer and so on. Great stuff, very cool, but in reality who actually has all of that intelligence mapped ready to be plumbed in to be able to facilitate the App? (Current topography of all buildings, mapped to all IT assets, mapped to all IT services and then mapped to the permissions of all users). A bit of a leap in maturity from the average service desk?
The result is that the instant gratification of “quickly download app” turns into the frustration of another 18 month ITSM overhaul. It is arguably a vision of the future to aspire to rather than the next pressing project. It will be interesting to see if organisations will skip that second date or take the red pill and follow the long term ambition.
Perhaps BMC have captured the zeitgeist of the demands of users whilst overlooking the current challenges of the average service desk? What do you think?
MyIT is available in the Apple App Store here.