Yesterday BMC announced MyIT, which it describes as a “new enterprise software solution that empowers employees to take personal control over the delivery of the IT services and information they need — anytime, anywhere, from any device.” I was demoed it prior to the announcement, and it definitely does provide employees with greater insight into, and control over, the IT services they consume.
My initial reaction?
Once I had got the initial thoughts of “I don’t like the name” — because it seemed “dated,” and because something like this is about more than IT — out of my mind, the jigsaw pieces that make up my opinion started to fall into place:
It is embracing so many of the challenges faced by IT organizations (and their customers), such as increasing customer expectations of IT per se, mobility, personal hardware (corporate and BYOD), customer service and support … and I could go on.
It picks up and runs with, not so much social as many would expect, but the consumer-led penchant for self-service (both for service delivery and support).
It starts to leverage the capabilities of our “gadgets” that are often neglected in the corporate (software) environment.
It makes service catalog more relevant and more accessible — service catalog is really about self-service from the customer interface POV. This could be self-service on steroids.
A key role of IT operations is to keep a complex portfolio of applications running and performing. "Traditional monitoring dashboards generate lots of pretty charts and graphs but don't really tell IT operations professionals a whole lot," says Forrester Principal Analyst Glenn O'Donnell. Big data analytics will change that because sophisticated algorithms can "look for the little tremors that tell us something big is about to happen."
High Availability And Performance Are Top Goals For IT Ops
Asked what 5 nines (99.999%) of availability means, Glenn replies immediately, "5 nines of availability is 26 seconds of downtime per month." He adds "If you want to capture just one 26 second event, you have to be polling every 13 seconds." Glenn knows his stuff. Listen to find out from Glenn how big data has a big place in the future of IT operations.
OK, it really should be the “500 shards of ITIL” but it just didn’t sound as sexy.
“ITIL is sexy?” I hear you cry. Maybe not for most, but IT service management (ITSM) is something many of us are passionate about. Or, to be more precise, the delivery of high-quality, business-centric IT services is something many of us are passionate about – with ITSM purely the means to that end.
Anyway I wander from my point . . . the “500 shards of ITIL” I refer to are the 500 extremely granular, ITIL-espoused capability points that far too many organizations commonly use as the basis for new ITSM tool selection. As I wrote in a recent blog for the ITSM Review: “the current method of creating RFPs (request for proposal documents) and selecting vendors based on a cut-and-paste, ask-for-everything-possible-mentality is so, so flawed.”
In a soon-to-be-released market overview of SaaS ITSM tools I add that “Customers often ask the wrong questions during product evaluations and therefore don’t get the answers they need.” Think about it – multiple choice is far easier to pass than an essay-style exam, and do you really need that infrequently adopted ITIL-espoused capability? If you don’t, why on earth are you asking for it?
“Be careful what you ask for because you just might get it.”