Lots of chatter happening around ‘Bring Your Own Device’ and the ‘Consumerization’ of IT.
These issues seem to represent the convergence of a number of growing trends:
- Consumers being increasingly IT savvy
- Consumers being used to instant internet gratification and on-demand ‘Apps’
- Smart efficient toys
- Productivity and GTD in a world of infinite choice
- Cloud based apps eating the lunch of enterprise software dinosaurs
The result? Support departments are either having to support a plethora of new platforms or are facing increasing pressure to loosen up corporate standards and traditional ways of thinking.
Some interesting figures published this week, firstly from LANDesk:
“(the) influx of mobile devices in the workplace, viewed by 96 per cent as vital to productivity, is resulting in huge pressure on service desks. Service desk managers are finding themselves swamped with calls to support mobile devices yet underequipped to deal with them.
The survey found that a massive 76 per cent of service desks claim that the extra support required has had a negative impact. This is due to the fact that the uptake of new devices has necessitated a rapid accumulation of knowledge and expertise to support them.”
This raises an interesting point; who says the service desk has to know everything? Shouldn’t the service desk be about support rather than encyclopedic knowledge of every device? If the service desk is to avoid collapsing under the burden of these devices organizations need to learn to work in partnership or participate in communities.
“Knowledge is of two kinds. We know a subject ourselves, or we know where we can find information on it.” Samuel Johnson.
The second piece of research came from systems management appliance vendor Dell KACE:
Key findings from the research are:
– 87 per cent of companies have users with personal devices that are being used for work purposes
– 62 per cent thought that they don’t have the tools to manage personal IT devices coming onto the network
– 64 per cent don’t think they know about all the devices that are coming onto the network
“New Research Reveals Growing ‘Consumerisation of IT’ Trend Fuelling Security Fears and Highlights Lack of Strategy to Manage Personal Devices.
According to the research, security needs top the list for IT managers when it comes to managing external mobile devices with 82 percent citing their concerns about the use of personal devices for business use, and another 62 percent specifically concerned about network security breaches.”
In terms of security, vendors such as Good Technology are providing some interesting technology in this space. It’s about securing the data on the device rather securing the device. So the choice of device becomes less of a security headache.
Discussions to date have been device centric. The bigger issue, which dwarfs BYOD, is Bring Your Own App (BYOA?)– When users become bored and frustrated with the glacial pace of enterprise software and use their own Apps to get the job done. One browser, one credit card, bye-bye dinosaur.
What do you think? How should organizations address BYOD and BYOA?