Change How Work Gets Done
IT has an unprecedented opportunity to deliver strategic value & modernize enterprise-wide services.
   4 years ago
#TransformITReinvent the Role of ITIT is well positioned to drive change across the enterprise. How can IT become more biz-strategic?
Chris Preimesberger
Q5) Is email the culprit in preventing companies from getting their internal services automated?
Peter Kretzman A5: Yes but no. DON'T eliminate email as a knee-jerk reaction! Use it more wisely.
Farah Remtulla Imagine if email was like #snapchat. Disappears after 30 seconds. But that's a whole other convo ;-)
Ryan Ogilvie Q5 - IMO no... it is a good patsy but our ability to collaborate with Business is getting in the wat of automating.
Peter Kretzman What I actually value about email (NOT for service requests) is its "on the record" nature.
Chris Pope A5 Email is just a symptom of people following the herd, give them something that provides insight and transparency and delivers the outcome and they will use it...when was the last time you cared how amazon gets you books!
Tarun Kumar yeah but email has its place and relevance...
Colleen Haikes people always talk about killing email for #socialbusiness but email killer can be service automation
Chris Preimesberger They say email is the killer app, and it is/has been, but we need to not have to rely on it as much as we have been. Specifically, what are options?
Farah Remtulla Q5: I think email requests is the same as those 'hallway hijack' requests - why do people resort to it? It's quick, easy and I get to pick my favorite tech to help me out.
David Maybe we can bring SN features to email? SLAs anyone? :)
Dave Vellante I don't think has failed as a service automation platform...the barriers are culture, lack of leadership and lack of knowledge of what's possible
Steve Emerson A5 Yes. Let's face it. What is the first thing people do when they get into work in the morning - Check Email. That is the primary place where people outside of IT (and sadly some inside) receive requests and resolve them.
Farah Remtulla Q5: If you can demonstrate to your business that using an automated method to achieve the same task is more efficient, then I think people will be willing to let it go
Peter Kretzman Eliminating email as a reaction to its abuse for service requests would be like eliminating hallway convos.
Chris Pope at work..more like they grab it from the bedside table and read on their way to making coffee #badvisual
Shane Carlson Email to a millennial is like the pony express was to the telegraph and the fax was to the email generation. A historical form of communication ripe for disruption
Shane Carlson @Chris_Pope_NOW The day I signed up for Prime and assumed I can have anything I want the next day for $3.99
Natalya Copeland I don't think people want to get rid of the human side of email, they just want to make service requests as efficient as possible.
Shane Carlson Email is half duplex communication replied to most often on a LIFO basis. Today's businesses demand real time full duplex communications that support and enable the outcomes they seek.
Ryan Ogilvie people want "what they want when they want it" and for now they see email as the way to facilitate that. even some automated tasks in tools still send more email...
Cédric Brossard A5: Email is not a roadblock, it is one enabler among others (app, phone, forms, face to face discussion), through an omni-channel way to execute tasks supporting business processes.
Chris Preimesberger
Q2) Why are business services within a company behind in terms of automation compared to the services we access in our personal lives?
Farah Remtulla I think a big part of it is due to culture. People naturally keep doing things because that is the way it always has been done. #culture
Dave Vellante the average age of an enterprise application is 19 years!
Farah Remtulla A2: Also, IT has taken an “inside-out” approach for so long that it has raced forward while the business has lagged behind. #USMBOK
Colleen Haikes A2. Most companies have automated many client-facing services, and neglected the internal ones
Peter Kretzman A2: Economies of scale, of course, plus market drivers: hundreds of millions of consumers for personal svcs.
Shane Carlson technology has been very niche and linearly focused arounds forms based automation in the past. True enablement and automation is only recently visible beyond IT and most business leaders who see it immediate recognize the value
Chris Pope Consumers vote with their feet and thus providers have to change fast...internal companies don't have to do that as employees are captive and have historically put up with what they are fed
Chris Preimesberger Generally, when a company invests in IT, they expect it to stay in use as long as practiceable; they don't want to replace anything if it works just okay.
Shane Carlson challenge has been thought leadership around Enterprise Service Management which is rapidly emerging with real case studies and user stories.
Dave Vellante Geoff Moore argues the cloud will change/is changing this dynamic http://siliconangle....
ServiceNow Knowledge14 (San Francisco, CA) | SiliconANGLE TV
ServiceNow Knowledge14 Wikibon Event Page ServiceNow Knowledge14 YouTube Archives ServiceNow Knowledge14 CrowdChat
Tarun Kumar several resons - inertia, $$, knowledge and awareness, regulations etc - all these hinder automation and/or use of IT
Steve Emerson I agree with @sitare21. We hear a lot of that within our organization. People are also uneasy of going through what they perceive to be a complex migration to automation.
Adam Hutton Enterprise tech typically cuts corners on UX, beta-testers, feedback loops involving end-users, and other elements common to the commercial appdev space. These take their toll in usability and user adoption.
Chris Preimesberger @dvellante Wowsie, Dave. I suspected long times but had no idea 19 years!
Cédric Brossard A2 : business units were typically very reluctant to pay for any automation or SOA integration beyond their own usage (i.e. no enterprise view of the need/project)
Chris Preimesberger
Q6) What role does cloud computing and enterprise service management play? How do you define that?
Chris Pope A6 Cloud is a method of delivery to solving problems, what problem is being solved is often lost in the sea of widgets....ESM is the framework to manage and control all aspects of the 'methods' and 'service delivery'
Colleen Haikes #cloud lets companies focus on services...rather than infrastructure
Peter Kretzman A6: Ideally, the cloud simply facilitates ease of implementation. 
Just a means to the end.
Shane Carlson Cloud and ESM play a huge role in acquiring and enabling process without driving additional burden and technology "debt" of supporting and maintaining infrastructure software and some soft skills that have been historically necessary
Tarun Kumar I consider cloud computing to be a part of ESM. ESM is the superset.
Chris Preimesberger Biz service automation and cloud services are inextricably entwined. The more cloud services we subscribe to, the more business automation goes along with them.
Dave Vellante Cloud changes service delivery by bringing software-like marginal economics to services
Colleen Haikes IT teams are used to managing #SaaS, so there's a growing mindset that says, we manage services.
Ryan Ogilvie the question is to what end does ESM play with managing the cloud aquired services #SIAM
Dave Vellante services used to have negative economies at scale - the cloud brings marginal economics of service provisioning near $0
Chris Preimesberger Depending upon enterprise requirements, more knowledge workers can become data managers. Great asset of automated ESM.
Cédric Brossard A6 : cloud is an enabler to simplify, accelerate, standardize ESM deployment, at a cheaper price than if done on premise. It is also a required building block for cloud-to-cloud integration (B2B2C2G)
Chris Preimesberger
Q3) How do you think #Millennial employees are impacting this trend?
Farah Remtulla Q3: The new age worker is impatient yet efficient, younger yet has tough skin, and IMO, is the key to improving how we use technology. #GenY
Peter Kretzman A3: IMO that's overstated. The world is evolving towards higher expectations, not just Millenials.
Dave Vellante Great ? - driving the shift from systems of record to systems of engagement
Chris Pope A3 unrelenting dissatisfaction and non-acceptance of 'its always been this way'. They do not know the 'old-way' so are driving the change and dragging IT into the here and now
Shane Carlson Millenials choose when, how and what devices they use for work and play. They will find a way to make something better or find a way to do it in a manner that suits their lifestyle. They also will gravitate towards companies that support that
Colleen Haikes millennials expect company internal services to run like AMZN-- self-service
Dave Vellante @PeterKretzman I agree the world at large is evolving but Millennials are the mainspring imho
Peter Kretzman The non-Millennial execs I deal with are as impatient about constraints as any 20-something.
Natalya Copeland I don't think Millennials see such a strict work/life distinction as past generations have. For them, work is happening all the time, and should be as easy to access as apps on their phone.
Ryan Ogilvie they look at from the perspective of... I do this at home so why do this at work
Adam Hutton They had easier, better, more productive collaboration tools (basecamp, github, gdrive, etc.) as indebted college students than they do at multi-bln enterprises; refuse to accept "it's just the way it's always been"
Steve Emerson A3 yes, definitely. Technology is what they know and what they are comfortable with.
Jerry Chuaypradit @PeterKretzman Great point. #GenY may have pushed the envelope, but previous gens are adopting as well.
Shane Carlson @PeterKretzman I agree that the curve by which we grade technology experiences has been sliding higher and higher both outside and inside the office. Millennial simply have a lower tolerance than other gens.
Ryan Ogilvie @CopelandNatalya right, in fact I am at work right now.. and on #TransformIT
Natalya Copeland @ryanrogilvie As am I! And I will continue to be engaged with work social even after 5pm...
Cédric Brossard A3: New generations have been raised in a GAFA model (Google Amazon, Facebook and Apple). They expect, no, they require a similar experience, or they will shop somewhere else. Of course they influence, their own business environment.