What does the BYOD revolution mean for ITSM? How will your ITSM process have to adopt and adapt for the advent of BYOD in your organisation?

1. BYOD
Revolution
Means
ITSM
Evolution
Karen Ferris
Macanta Consulting
@karen_ferris

2. Predic'ons
2016
2017
2018
2020
38% of companies expect to stop providing
devices to workers Gartner
½ of employers will require their employees
to supply their own devices Gartner
Over 70% of mobile professionals will
conduct their work on personal devices Forrester
85% of companies will provide some sort of
BYOD program Gartner
@karen_ferris

3. Drivers
Productivity risen by around 20%
Staff satisfaction climbed by 15%
“Mailboxes are smaller, people are responding
faster and employees say that they have better
work-life balance. We’re a quicker, smarter and
more efficient organisation”
Gary Pettigrove, CIO
@karen_ferris

4. Drivers
“Millennials don’t want to unplug from work on the weekends
and after-hours like their older counterparts, and so they want
technology that keeps up with this lifestyle.” CIO.com
@karen_ferris

6. SERVICE STRATEGY
@karen_ferris

7. Strategy
Management
for
IT
Services
Determine the
organisations business
goals, priorities, goals for
future growth, employee
enablement and
technology innovation
adoption
@karen_ferris

8. Service
Por8olio
Management
and
Financial
Management
Define
Analyse
Approve
Charter
Business
Rela'onship
Management
and
Demand
Management
@karen_ferris

9. BYOD
Policy
Research of 3,200 employees
between the ages of 21 and
32 (Gen Y demographic)
revealed that more than half
(51%) of the study's
respondents stated that they
would bypass any BYOD
policy at work. Fortinet 2013
These workers were raised to consider access to information a
right, not just a privilege.
@karen_ferris

10. SERVICE DESIGN
@karen_ferris

11. Design Coordination
@karen_ferris

12. Service Catalogue Management
@karen_ferris

13. Service Level Management
@karen_ferris

14. Availability Management & Capacity Management
@karen_ferris

15. IT Service Continuity Management
@karen_ferris

16. Information Security Management
@karen_ferris

17. Supplier Management
@karen_ferris

18. SERVICE TRANSITION
@karen_ferris

19. Transition Planning & Support and Change Management
@karen_ferris

20. Service Asset & Configuration Management
@karen_ferris

21. Release & Deployment Management
Service Validation and Testing
@karen_ferris

22. Change Evaluation
@karen_ferris

23. Knowledge Management
@karen_ferris

24. SERVICE OPERATION
@karen_ferris

25. Event Management & Incident Management
@karen_ferris

26. Request Fulfilment & Problem Management
@karen_ferris

27. Access Management
@karen_ferris

28. Service
Desk
&
Support
@karen_ferris

29. CONTINUAL SERVICE
IMPROVEMENT
@karen_ferris

30. Seven-Step Improvement Process
@karen_ferris

31. SUMMARY
@karen_ferris

32. Email: Karen.Ferris@macanta.com.au
Website: www.macanta.com.au
www.karenferris.com
Twitter: @karen_ferris
Facebook: http://www.facebook.com/MacantaConsulting
Mobile: +61 (0)425 728 498