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Tag: smart phone management

The IT-ization of the End User: Coping with Self-Helping Users

Smart Devices

The consumerization of IT gets a lot of attention these days. BYOD is being seen as a headache by that virtually every IT department is struggling with it, and it the problem is quickly escalating. Users are doing more than bringing in their own devices; they’re downloading applications and using services – some free, some not – without IT’s permission, or even knowledge.

Smart Devices

What has gotten much less attention but is equally important is the reverse trend: the IT-ization of the consumer. Employees may be bringing their own phones and laptops onto the network, but they’re also doing more to address issues they would have taken to be addressed by IT in the past. Gen Y is blasting into entering the workforce with a vengeance. They grew up with computers, and many prefer to fix their issues themselves. And they’re not the only ones. The pervasiveness of smartphones and other tech has made everyone from baby Johnny to Grandma Sally more familiar and comfortable with technology.

There are upsides and downsides to this, but the bottom line is that these two trends – consumerization and IT-ization – are presenting IT with a golden opportunity to transform their value to the organization and move from a firefighter role to a business enabler that provides value to the bottom line.

The primary downside that keeps many organizations from embracing the IT-ization trend is the loss of control. When users are in charge of fixing their own problems, finding their own applications and installing their own solutions, who knows what they’ll end up installing? However, empowering your end users doesn’t have to mean totally giving up control. There are solutions on the market that will enable you to provide easy and pre-approved solutions to your end users, ensuring that workers they find the tech they need without resorting to potentially insecure software. LANDesk is one provider of such solutions, with their shopping cart feature.

On the other hand, the upside for IT is big. By empowering the end user through IT-ization, IT folks free up much of their own time. Instead of focusing on closing tickets or fighting fires, IT can is able to work more closely with the business units to determine where there are inefficiencies, redundancies and opportunities areas for improvement.  IT can use that “extra” time to develop custom applications to solve fulfill the unique problems of your organization.

IT is on the cusp of a major change. Even though many fear that BYOD, consumerization and the increased self-reliance of IT-ized end users may eventually cost them their jobs, the exact opposite is true. Now is the time for IT to make itself an indispensable business partner by giving workers access to what they need when they need it.