BYOD Revolution Means ITSM Evolution

The adoption of Bring Your Own Device (BYOD) practices in the enterprise is gathering momentum. By 2016, Gartner predicts 38% of companies worldwide will have stopped buying devices for employees. Gartner researchers also predict that by 2017, half of employers will require their employees to supply their own devices and that by 2020, 85% of companies will provide some sort of BYOD program.

This is giving the CIO, IT and security nightmares.

This presentation explores how ITSM can support the BYOD movement and also what the emerging trend means for ITSM.

The motivation behind this talk is to illustrate how ITSM can address the management challenges of BYOD adoption and the impact it will have on ITSM today.

This presentation does not intend to discuss in detail the pros and cons of BYOD. The fact is that it is here. Organisations have to face up to the fact that employees want to use and will use their own devices in the workplace. They are already doing it and have been doing it for some time. Forward thinking organisations are embracing BYOD as a way of attracting and retaining talent; encouraging a flexible working environment; avoiding shadow IT; and increasing productivity levels.

But the adoption of BYOD clearly brings with it challenges for security and compliance; service continuity and availability; data separation; support of multiple different devices, operating systems and applications; mobile device management; backup and recovery; and of course there are the financial implications.

Organisations that have adopted ITIL best practice and invested in ITSM processes to promote cost savings, operational efficiencies and performance improvement may fear that BYOD could harm those processes. However having well implemented ITSM policies and practices can help manage the BYOD strategy and combat the challenges.

The results include raised awareness of how ITSM and the ITIL service lifecycle processes can support the introduction of BYOD programs. The audience will be equipped to either establish the required processes that may not have been a priority up until now or revise existing processes to meet the inherent challenges the organisation will be faced with.

It is clear that BYOD is gaining momentum and is not going to go away. ITSM has a crucial part of play in the management of the risks and complexities that supporting a diverse range of mobile devices brings.

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