Beneath the “deceptively smooth surface” of today’s technology world swim the “four sharks of disruption:” cloud computing, smart computing, mobility and IT consumerization, according to Forrester Research vice president Andrew Bartels.
In an article on ebizQ, Bartels explains that mobility will have the biggest impact on customer and employee engagement; the consumerization of IT on employee interaction with IT; smart computing on running the business; and cloud computing on running IT.
Three of these “sharks” share the waters (so to speak) of IT with enterprise request management (ERM), a strategy for extending the benefits and capabilities of service catalogs across all shared services delivery groups within an organization.
Mobility: at the front end of an ERM deployment is a web-based portal interface that can be used to order and track any type of service or equipment request, built using a tool like Kinetic Request. The portal enables users to place or check the status of a request from virtually any type of device, anywhere, at any time.
ERM utilizes a system of engagement (the web-based portal) to interact with underlying systems of record (enterprise and department applications like ERP, HRMS, ITSM, supply chain, accounting and other application suites) so that changes to the interface, and even to the underlying process automation logic, can be made without modifying the core code in enterprise applications.
That concept isn’t limited to request management, of course; it could be applied to limited, task-specific access to core applications for any of a variety of purposes in a mobile environment.
IT consumerization: as employees increasingly expect the same ease of use and intuitive interfaces from enterprise software that they get from consumer applications like Amazon.com, eBay, Facebook, and Google apps, IT will need to find ways to expose selected functions while shielding users from unnecessary underlying complexity.
ERM accomplishes this in the realm of service requests and fulfillment, replacing what is often a hodgepodge of paper-based processes and multiple, disparate departmental online forms with a single user-friendly UI. Between the portal interface and the underlying enterprise applications, it incorporates a task workflow automation software engine to securely communicate between the underlying systems, automating functions like scheduling, fulfillment and reporting while shielding the requestor from the complexity of the back-end process flow.
BYOD policy is another component of IT consumerization. Managing this phenomenon requires balancing employee convenience and productivity with data and system security concerns, as well as providing flexible support structures like schedule-based rather than queue-based helpdesk services.
Cloud computing: in order to make optimal choices about cloud services, while staying within a solution set manageable by IT, internal business application developers need to understand:
- what their cloud options are;
- the specifications of different cloud services; and
- the costs of each alternative.
The management and provision of hybrid cloud services is thus a logical application for ERM, as detailed in a previous blog post here.
Adding an ERM strategy to your IT diving gear makes swimming with the sharks of disruption a bit less scary.
For more information:
- Learn about how Kinetic Data helps with BYOD.
- Download the white paper, Enterprise Request Management: An Overview.
- Join the Enterprise Request Management group on LinkedIn.