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

New imperatives for mobile thinking

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.


in the Enterprise

0%

10%

20%

30%

40%

50%



Two-thirds employees use a smartphone for

work


in the Enterprise

0%

10%

20%

30%

40%

50%




work

45% employees do work on their

smartphone daily


in the Enterprise

0%

10%

20%

30%

40%

50%



Mobile % of total workforce - rolled


work


smartphone daily


in the Enterprise

0%

10%

20%

30%

40%

50%





work

60% of employees don’t have any mobile apps provided


smartphone daily


in the Enterprise

0%

10%

20%

30%

40%

50%





work

60% of employees don’t have any mobile apps provided


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.


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


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?

From “Portal” to “Purposeful”

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





Award Winning Workflow

ServiceCatalog

Asset & Financial Management

Service Manager

EmbeddedProcesses

Wizard Automation






ServiceCatalog


Service Manager

EmbeddedProcesses

Wizard Automation

Reduce and control the total cost of service delivery





Responsive Design

CustomThemes

Drag & Drop Widgets

Apps Builder

Easy Integration

Built-in Dashboards


ServiceCatalog


Service Manager

EmbeddedProcesses

Wizard Automation






Responsive Design

CustomThemes

Drag & Drop Widgets

Apps Builder

Easy Integration

Built-in Dashboards


ServiceCatalog


Service Manager

EmbeddedProcesses

Wizard Automation


Dramatically simplify and accelerate service creation and management




IT HRCustomer Care

Any Line of Business

User Service Apps

Facilities


Responsive Design

CustomThemes

Drag & Drop Widgets

Apps Builder

Easy Integration

Built-in Dashboards


ServiceCatalog


Service Manager

EmbeddedProcesses

Wizard Automation






IT HRCustomer Care

Any Line of Business

User Service Apps

Facilities


Responsive Design

CustomThemes

Drag & Drop Widgets

Apps Builder

Easy Integration

Built-in Dashboards


ServiceCatalog


Service Manager

EmbeddedProcesses

Wizard Automation



Radically improve the service experience

Mobile-First Service

Management

Available from EasyVista

DOWNLOAD TODAY!

Kevin CoppinsEasyVista | GM [email protected]

Chris Marsh451 Research | Director Enterprise Mobility

[email protected]

linkedin.com/in/ktcoppins@ktcoppins

linkedin.com/in/chris-marsh-00867b6@ChrisMarshUK

The Executive Overview of Service Management in the Mobile Era

April 19, 2016

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Executive Overview of Service Management in the Mobile Era