Transforming the internal customer service experience of your IT dept – Interview with Jason Andrew of BMC Software


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Today’s interview is with Jason Andrew, the General Manager for EMEA at BMC Software. Jason joins me today to talk about MyIT, a new product that BMC have recently launched, and one that is set to transform how many large organisations function and the level of service and value that their IT departments deliver.

This interview follows on from my recent interview: Warmth, competency and customer experience – Interview with Chris Malone about The Human Brand – and is number ninety-seven in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Here are the highlights of my interview with Jason:

  • The old traditional delivery model of vendor to customer in technology is now gone.
  • The new norm is a complicated blend of partners, systems integrators, outsourcers, parent and buying co’s, Saas models, cloud models, on-premise models etc etc.
  • Customers are interested in buying outcomes not solutions.
  • BMC Software has just launched a new product: MyIT.
  • If someone was to ask you the following question: What’s your experience with the IT Dept in your organisation? How would you answer?
  • Many people pause and find that question difficult to answer, particularly when you ask what level of service they get from their IT department and what value they add.
  • MyIT is about improving the service and value that IT delivers internally (check out the video).
  • It’s about transforming the internal customer service experience of your IT dept.
  • Essentially, what MyIT does is take all of the regular IT ‘front ends’ (corporate address book, help desk, intranet, facilities management and other things) and combines them into a user interface that looks a lot like Facebook. This can be accessed via the web as well as via tablets and mobile apps (iOS and Android).
  • It connects the internet of people and the internet of things.
  • For example, for the global professional traveling to another office, possibly in another country, they will automatically be equipped with how to log onto the local wifi network, where their nearest printer is, how to reroute their extension, how to book a meeting room, where to find that meeting room etc etc.
  • Like Uber, the app that connects people with drivers/taxis that are close by, MyIT brings the information and the services that professionals within organisations want closer to them.
  • It’s interface is familiar as it looks like Facebook, Yammer etc and that is a key factor in it’s adoption and use.
  • MyIT’s was driven by first defining a number of persona’s and then BMC built the application based on what each persona wanted.
  • It’s about putting the user, or the customer, at the centre such that any service focuses on solving their problems in a language and a way that makes sense for them.
  • The consumerization of IT help and support.
  • Whilst this may feel like common sense, it’s never been done before and MyIT is the first of it’s kind.
  • Jason explains a use case about when a company puts on a conference for it’s employees. At check-in, everyone gets a copy of MyIT downloaded to their mobile phones that gives them layout of the conference, their agenda, meetings they have booked, facilities that are on offer etc etc……and is only one example of the value that IT can deliver to a whole organisation.
  • BMC did the same for the attendees of the Pink Elephant conference, where they launched the product.
  • Jason believes that MyIt is applicable for any organisation that has over 1,000 employees.
  • Early adopters will probably come from those sectors that have an enlightened and progressive view of service management.
  • Up until May of last year, BMC was listed on the NASDAQ but was then acquired by a group of investors and taken private. Freed from the travails of 90-day reporting and scrutiny they and their investors have been able to concentrate on identifying and delivering innovation and long-term value.

About Jason & BMC

Jason AndrewJason Andrew is the GM for EMEA for BMC Software but is also a 20 year veteran of the firm with experience spanning multiple roles, geographies and areas. Jason holds a Bachelor in Business Studies degree from the University of Auckland, New Zealand. If you listen to the podcast you’ll hear that Jason is a huge rugby fan (hard not to be if you are a Kiwi).

BMC serves tens of thousands of IT organizations around the world, from small and mid-market businesses to the Global 100. One hundred percent of the Forbes Global 100 and eighty-two percent of Fortune 500 companies rely on BMC Software for IT management solutions, including automation, cloud, mainframe, mobile, monitoring, and more.

You can find out more about BMC here, find them on twitter @bmcsoftware and LinkedIn here.

To find out more about MyIT check out this page here, follow them on twitter @myit and if you want to have a chat with Jason about MyIT or anything else then you can connect with Jason on LinkedIn here.

Republished with author's permission from original post.

Adrian Swinscoe
Adrian Swinscoe brings over 25 years experience to focusing on helping companies large and small develop and implement customer focused, sustainable growth strategies.


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