ITSM part 2

As far as income goes, there are three currencies in the world; most people ignore two. The three currencies are time, income and mobility, in descending order of importance. Most people focus exclusively on income.”
Timothy Ferriss

In yesterday’s blog, we discussed how e-business and mobility was impacting ITSM approaches but we didn’t discuss much about the drivers of this change.

Smartphones and tablets have enabled mobile connectivity to the Internet and a diversified array of organisations and industries are identifying new ways to leverage this increased data mobility.

It is leading to a structural change for the IT support teams of many organisations, whereby customised applications are the value-add interfaces to their customers and those apps have to be supported across a range of platforms (eg Apple, Android, Software as a Service via browsers, etc). Invariably they are aiming to develop interfaces for their customers that are easy, reliable and heavily automated.

This in turn is leading to structural change for the technologies that need to support the support teams. As a Telco offering (or integrating with) ITSM to an enterprise customer, the enterprise customer then has internal stakeholders plus their own down-stream customers. Meanwhile the complexity of support channels is changing as well, with apps via BYOD (of any variety), social media and web chat as well as traditional channels like contact centres through PSTN or toll-free numbers.

As implied above, we now have three layers of customers in the support eco-system and we haven’t even discussed their inherent frameworks like TOGAF, ITIL, Six Sigma, NGOSS, etc.

There’s no doubt that telcos have the appetite to support this type of customer as this represents a major revenue replacement market. They also have experience at many pieces of the ITSM mobility puzzle. I wonder how many have B/OSS that are flexible enough to cope with this level of change and bring all the pieces together?

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