Archives for posts with tag: IT Support

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Jason Hinder comments on the recent analysis of IT best practices made by Garter’s Ken McGee. Are these drastic measures the answer?

Get drastic: 15 IT Best Practices to kill

By Jason Hiner October 25, 2011, 2:16 PM PDT
 
 
 

 Takeaway: Gartner analyst Ken McGee has a radical assessment of IT and what CIOs need to do about. Read his principles of the “new CIO manifesto.”

The traditional IT department has entered a period of massive transformation and CIOs are having to completely rethink the way they lead, strategize, and manage their careers. That was the message from Gartner analyst Ken McGee at arguably the boldest and most honest session at Gartner Symposium 2011.

McGee told the convocation of CIOs that it’s time for drastic action and they need to stop doing a lot of the things that are traditional mainstays of IT strategy, and it needs to happen as soon as possible. He said that if you want to use IT to create value in your company as well as develop valuable experience for your career then you need to embrace “creative destruction.”

The idea is that you create something new and don’t worry about the fact that it will kill something old in the process. That’s a natural part of transformation, in this line of thinking. McGee said CIOs should be guided by a “new CIO manifesto” in driving these changes and he gave four principles of this new manifesto, which I’ve listed below.

McGee then listed 16 IT best practices that IT leaders should eliminate as soon as possible. The list below has 15 items because McGee had No. 4 as a two-parter (business apps + technical infrastructure). I simply left it as a single item.

Photo credit: Jason Hiner | TechRepublic
Photo credit: Jason Hiner | TechRepublic

“New CIO manifesto”

  1. Information is just as important, if not more important than information technology.
  2. More than 50% of annual CIO project spending will be directed toward measurably improving the financial conditions of an enterprise.
  3. More than 50% of all enterprise information and IT spending will directly support revenue generating rather than expense related business processes.
  4. The incentive portion of CIO compensation will be derived from the amount of money created by the efforts of CIOs and their staffs.

IT practices to eliminate

  1. Reject annual mismatch between CEO priorities and IT’s most funded projects
  2. Terminate support of projects that will not improve the income statement
  3. Abandon CIO priorities that do not directly support CEO priorities
  4. Stop recommending IT mega projects
  5. Abolish environment of little or no IT spending accountability
  6. Terminate existing applications that do not yield measurable business value
  7. End the practice of placing enterprise IT spending within the CIO’s budget
  8. Eliminate IT-caused business model disruption “surprises”
  9. Eradicate “cloud-a-phobia”
  10. Abandon level 1, 2, and 3 tech support
  11. Cancel most IT chargeback systems
  12. Cease issuing most competitive bids
  13. Stop holding on to unfunded projects
  14. End discrimination against behavioral skills and social sciences
  15. Abandon IT’s unbalanced support between front and back office

Sanity check

You’ve got to like Ken McGee’s boldness here, because it is absolutely warranted. IT is facing rising responsibilities with stagnant budgets and it simply can’t go on doing things the way it has in the past. It’s completely unsustainable. IT has to stop thinking of itself as a business utility and start seeing itself as a business catalyst. In order to do that, it’s going to have to think in business terms and economic impact for everything it does, from asking for a replacement router in a branch office to recommending a new cloud app to run customer service. That’s ultimately what McGee is getting at, and while the idea has received lip service for years, it’s time to use that principle to make some painful decisions that will reshape IT.

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Five tips for bridging the gap between Millennials and IT

By Nathan McNeill via TechRepublic
August 30, 2011, 2:18 PM PDT

Takeaway: Self-reliant, tech savvy, connected: Millennials have different needs and expectations from previous generations. And that could make your job easier.

There’s a notion that the Millennial generation represents a nightmare for IT support, with their tech-savvy nature and demands for the latest and greatest tools. But a recent survey conducted by GigaOM Pro and Isurus Market Research, and sponsored by Bomgar, shows that Millennials may bring more opportunities than problems to the table. This group is largely self-sufficient and collaborative when it comes to problem solving, and it’s open to using more efficient communication channels.

To take advantage of those opportunities, IT professionals need to find ways to close the gaps between Millennials’ expectations and what most IT support departments provide today.

1: Embrace mobility

The terms Millennial and mobile are nearly synonymous. It’s no secret that this generation relies on smartphones and often uses personal devices for professional purposes. Because this unchains Millennials from their desks, they tend to work more outside the office and traditional work hours. In fact, according to the survey, 50 percent of Millennials report working after hours on a weekly basis. This means that IT needs to be able to support Millennials’ devices on a 24/7 basis, no matter where they’re located.

Implement multi-platform support tools that allow you to remotely connect to and fix mobile devices. Also, consider staggering your support personnel’s hours or leveraging reps in different time zones to provide support coverage around the clock.

2: Pick up the pace — try chat

The gap between what Millennials believe is a reasonable amount of time to wait for a response and what IT is prepared to promise is significant. Thanks to customer service solutions such as OnStar and the ubiquity of Google, Millennials expect to get answers at the touch of a button.

A solution to this problem? Evaluate alternative communication channels, such as chat, to expedite the problem-to-resolution process. Unlike the phone, chat allows support reps to help multiple end users at once, which can significantly cut hold time. Plus, Millennials are used to and often prefer text-based communications to the phone. The survey found that six out of 10 Millennials said the telephone was not their first choice, and chat was among the top three choices for more than half of Millennials surveyed.

3: Tailor support to Millennials’ problem-solving patterns

The research also shows that 61 percent of Millennials look first to sources outside the company (e.g., Google) when initially trying to solve a problem. While some may think they’re just being dismissive of IT policies, Millennials are actually driven by a need to be self-sufficient and understand their technology issues. This makes them prime candidates for both self-help solutions and collaborative problem solving, which helps them learn about the issue.

Smart IT managers will engineer FAQs or self-help centers to behave more like search engines, social networks, or forums. They’ll also leverage screen-sharing technology that allows end users to watch the tech fix their computer or mobile device and learn how to avoid or fix the issue in the future. This will not only reduce future help desk calls, but reduce potential damage from Millennials receiving erroneous outsider advice.

4: Educate Millennials on IT policies

While more than half of Millennials report they follow all or most of their company’s IT policies, IT managers are skeptical, believing less than a third are actually compliant. But Millennials actually do want to follow the rules and understand the risks of not doing so. Improving education and communication about IT policies is the key. Go beyond just including a list of policies in the employee handbook; host a few lunch-and-learns to refresh everyone on the do’s and don’ts or create a fun video. Remember to explain why the policies are in place. Millennials will be more likely to follow the rules if they understand what’s behind them.

5: Collaborate to better leverage skill sets

With the introduction of new devices and applications into your IT landscape, the number and complexity of help requests will inevitably increase. Your IT support reps will need the ability to quickly leverage both internal and external SMEs to avoid a spike in escalations. With technology such as remote screen-sharing, reps can invite peers or external experts who specialize on a device into a support session, hand over the controls, and watch and learn from the experts as they fix the end users’ devices. Through better collaboration behind the scenes, you can handle most of the Millennials’ issues, in the resolution time they expect, without adding IT support staff.

Nathan McNeill is co-founder and chief strategy officer for Bomgar.

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