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Arnie McKinnis | June 23, 2016

Closing the Gap Between User Expectations and IT Service Realities

Welcome to this blog series – 10 Must Ask Questions When Buying (or re-signing) a Service Management Solution. If you missed the previous post, catch up with the link below.

Question #1: How will service management enable my end users, and will they use it?

Nothing is more important for IT than to understand user needs and create services which support them. The challenge for IT today is closing the gap between service realities and user expectations.

Every IT organization is dealing with this gap in some way. Today, our users expect work technology and personal technology to operate basically the same. If on Saturday, they use their mobile phone to find the nearest Starbucks, get turn-by-turn directions, pre-buy their Mocha Latte, pick it up, take a picture, tell all their friends “coffee is my life,” then why can’t they use that same mobile phone on Monday to find a conference room, book it, make sure there is a projector, invite attendees, and upload the agenda?

The fading line between home and work tech

A common thread with working people today is a desire to flow in and out of their personal lives and work lives with ease. In a recent 451 Research report “2016 Trends in Enterprise Mobility,” they state:

“A key indicator of the future of enterprise mobility is the use of this technology by consumers. More and more consumers are dependent on mobile for commerce. A strong user experience is a key driver for adoption here. A strong experience for enterprise mobility technologies and services will drive future success for IT. Unlike any other enterprise technology, mobility is in the hands of users. Because of this, employees get to decide what they will use, adopt and shelve.”

Your users will utilize tools and applications which enrich their work lives. They are starving for technology that looks, feels, and “acts” similarly to technology in their personal lives. Once an employee enters the office, they are forced into a one-size-fits-all technology world where they experience service offerings that are arduous, fragmented, and clunky in relation to technology in their personal world.

451 Research has reported that your smart employees will find their own solutions rather than live a frustrated work-life. Service management has to support the transition within the workplace, rather than be a barrier to it. If your service management platform doesn’t support a mobile-enabled workforce and make it effortless to interact with the IT organization, then your organization is not realizing the full potential of its workforce.

Supporting the user-centric experience with mobile-first Service Management

Your users expect their devices to support them in all areas—both work and personal. The only way to meet user expectations and make sure the technology will be used is to ensure the experience works on both the desktop and in the palm of their hands. Your service management solution must be designed from very beginning with the end user, and their mobility, in mind.

Rather than designing for the IT professional, EasyVista designs its solutions with a focus on the end user. The result is one familiar, intuitive interface from which to easily access all kinds of services. In fact, according to Gartner’s ITSSM Critical Capabilities report, EasyVista ranks among the top providers in the world in terms of digital workplace solutions, giving business users a consumer-like experience.

Ease of use, across the entire workforce, is the primary goal. EasyVista has spent decades perfecting workflows and user interfaces to abstract out as much complexity as possible. By doing this mobile-first work up front—and improving and refining for more than 20 years—EasyVista is able to deliver complicated processes rapidly with drag-&-drop ease.

Learn More

Catch up on this full series: 10 Must Ask Questions When Buying (or re-signing) a Service Management Solution

Post 1 – Overview
Post 2 – Closing the Gap Between User Expectations and IT Service Realities
Post 3 – The Emerging Mobility Challenge: Supporting User Productivity in a BYOD World
Post 4 – Services Must be Easy to Deliver to Achieve Service Management Success
Post 5 – Delivering Rapid Business Value with Easy Codeless Service Design
Post 6 – Driving Business Innovation with Service Management
Post 7 – Why Mobile-first Matters in a Service Management Solution
Post 8 – Select Seamless Integration Capabilities for First-rate Service Delivery
Post 9 – How to Calculate Total Cost of Service Delivery of an ITSM Solution
Post 10 – 5 Things That Prove a Service Management Vendor is Invested in Your Success
Post 11  Best Practices for Forming a Successful Partnership with a Service Management Vendor

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Arnie McKinnis

Arnie McKinnis is an industry insider with 30+ years experience in the high tech space. For the past decade, Arnie has helped develop and launch “as a Service" cloud, Service Management, and Service Integration technology products, delivering true value in the marketplace.