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Supporting the workplace when it is no longer a place

Gavin Selkirk, President, BMC APAC | March 30, 2016
Gavin Selkirk of BMC APAC says that only by rethinking digital capabilities will businesses be able to raise the bar on how employees can engage with customers, drive operational efficiencies and boost overall productivity.

This vendor-written piece has been edited by Executive Networks Media to eliminate product promotion, but readers should note it will likely favour the submitter's approach.

Employees' expectations are changing rapidly about where we work, how we get work done, and when it happens. Workforces are increasingly global and distributed, and individuals want to be productive at all times, anywhere they happen to be.

Meanwhile, the ability to work from anywhere now has employers expecting employees to work productively during non-traditional hours at various locations. This dynamic has changed the concept of the traditional "office" and put tremendous pressure on IT service management (ITSM) to maintain 24/7 operations and support the new distributed digital enterprise.

Likewise, mobility is replacing the traditional desktop experience. IDC's Worldwide Semiannual Mobility Spending Guide places Asia Pacific excluding Japan as the largest region in the world in terms of mobility-related spending. IDC expects enterprise and consumer spending on mobile devices and related software and services to grow from US$514 billion in 2015 to US$578 billion by 2019.

As millennials make up a larger percentage of the labor force, they increasingly expect a consumer-like experience at work akin to the smart, user-friendly technology they use at home. In fact, 2016 may well be the year when the "workplace" will no longer be a single place at all, as enterprises accelerate the shift to a more consumer-like computing environment, enabling employees to choose the productivity tools and technology they want to use.

Companies that don't modernise their IT service desks to adequately support their new digital business will face dwindling prospects. According to IDC, 60% of Asia Pacific's top 1,000 enterprises will have digital transformation at the centre of their corporate strategy, failing which they could find themselves left behind. Perhaps the most dangerous consequence will be the difficulty of attracting and retaining top talent if systems don't empower them to be productive and successful.

Here are four key ways companies embracing digital are adapting and transitioning to meet the requirements of their workforces:

1. Mobile-first. Digital natives are becoming a larger part of our workforce each day. Each new entrant probably can't remember a world without mobile phones, and the expectation is that the work experience will mimic the consumer experience they're used to.

To work as efficiently and productively as possible, these mobile employees need flexibility to work from anywhere on multiple devices with a seamless user experience. This includes the ability to access the service desk solution from anywhere using mobile devices. Done the right way, a mobile-first approach can also offer unparalleled convenience and productivity to IT service support teams, along with increased customer satisfaction.


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