For all the talk of bringing a consumer IT experience to the enterprise we are, still beset with frustratingly long lead times, unfathomable IT service desk processes and more often than not users creating shortcuts in order to solve their own problems.
This is not through malice, but because they simply can't face the three day plus wait for IT to respond.
However, there has been a shift among some enterprises in the last 12 months. Rather than talking about consumerisation, the talk is of a 'just like home' strategy that empowers employees to do everything they can at home in the workplace.
The driver behind this shift comes from e-commerce. In next to no time, e-commerce platforms have completely disrupted traditional models and created a customer experience that is king. And they've done it by putting consumers in the driving seat. They don't care about location or device, they focus on experience. Think about it. When you log on, your experience is personalised, recommendations are made on previous purchases and the site not only learns about your buying behaviours but responds to them.
The advantage that the enterprise has over e-commerce is that ecommerce sites start from scratch. When you first log on, they know nothing about you. They tease relevant information out of you over time. But from day one, IT knows your job role, those in similar roles and what apps they're using and the device you'll be logging on to the network from. Increasingly, organisations of all shapes and sizes are recognising that putting the user in control via an automated self-service model can help to make IT much more intelligent.
Seamless IT delivery that the user controls
Companies that adopt an online shopping approach to enterprise IT are making it easier for employees to do their job. Just like Amazon recommends books to me, IT systems today are perfectly capable of recommending applications or services based on my consumption habits or job role that will make it easier for me to do my job.
Imagine that rather than being stuck in a seemingly never ending cycle of lengthy approvals to get a license for six months, you could just request that it is added. Simple. Easy. No fuss. It just happens. Rather than being a barrier, IT instead morphs to make it easier to do your job and most precious of all, gives you time back.
For users too, this means that their interactions with IT fundamentally changes. Think about how you resolve an issue when you're using an Apple product - enterprise has the potential to leverage existing investments in order to create a similar previous experience. For example, integrating with an existing ticketing system would mean that employees could track the status of their problem, much like they do their online delivery, and be proactively alerted when it has been resolved.
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