Lessons from Successful Mobile Initiatives. White Paper

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1 Lessons from Successful Mobile Initiatives

2 Lessons from Successful Mobile Initiatives To remain relevant, IT must think like the business. Enterprise Mobile Computing Whether you ve embraced it or not, mobile is already part of your business. Gone are the days when IT support was provided by phoning the help desk. Gone are the days when help desk agents had the best answer to every technology question. Gone are the days when business users went to IT first to resolve IT issues. To remain relevant, IT must think like the business. IT must reinvent itself and become more of a technology advisor and less of a technology traffic cop. Mobile workers do different things that require different interfaces, features, and support channels. They do a high volume of simple tasks. They expect to complete them in five or fewer clicks with minimal text entry from any tablet or smartphone. The best mobile applications are familiar, require no formal training, and make it easy to collaborate with colleagues. They aren t crippled versions of web applications. Rather, they re enhanced versions. They do things that can t be done on a desktop like geo-tagging and auto-routing because they re presence and location-aware.this paper sets out some of the key lessons learned by progressive organizations that have used mobile to get ahead. Lessons from Javier s Mobile Initiative Consider the case of Javier, IT manager for a contract manufacturer in Mexico. His one-hour train commute went from being unproductive time spent reading science fiction novels to the most productive hour of his day. He now approves change requests, reviews outage reports, and assigns tasks to his team. He arrives to the office informed, caught up, and motivated. More important, in the six months since he started using ServiceNow Mobile he has re-deployed the hour he spent wrestling his inbox to train and mentor his young team. As a result, customer satisfaction is up 22%, backlog aging is down two hours for severity two and three incidents, and first contact resolution is up by 17%. Javier ServiceNow 2

3 Lessons from Successful Mobile Initiatives Javier s organization attributes its success to broad organizational support. Javier s organization attributes its success to broad organizational support. Javier s manager Denise first solicited buy-in for the mobile initiative from the CIO who created a cross-functional taskforce that set priorities. They agreed to first enable IT with mobile access to Incident and Change Management then use the learning from IT to enable business self-service. Organizations that have the most success with mobile have much in common with Javier s team. Mobile strategies that work first answer these three questions: 1. What are our business objectives? 2. What gives us a competitive advantage? 3. How would improved responsiveness and productivity impact the business? Understand Different Types of Mobile Users Next, it is important to understand the different types of mobile users. Consider the next set of key questions: 1. Who will benefit most from mobile and why? 2. Who is ready for it today both culturally and technologically? 3. Where will adoption be quickest? The first question who will benefit most is usually one of the following: IT managers who need to approve and reject requests and assign work. Field technicians measured by SLAs who need to work tasks. Business users who need to submit and manage their own issues and order goods and services. IT executives who need access to health-of-business dashboard reports during meetings to make decisions rapidly. Inventory managers responsible for physical audits who need to update asset repositories with handheld bar code scanners. System owners who need to monitor the status of and take action in response to alarms or outages. The second question who is ready for mobile requires an understanding of the following: Organizational readiness What other business applications do we support on mobile devices? Are they being used and how? What mechanism is in place to onboard mobile users to new applications? How do we measure the impact of new mobile initiatives? Mobile support What is our BYOD (Bring Your Own Device) policy? Are Android and ios devices secured using a third-party agent? Are BlackBerry users assigned to a BES (BlackBerry Enterprise Server)? Is our device support policy different for smartphones and tablets? What is our MDM (Mobile Device Management) policy? Do all mobile devices have data plans activated by default? Is our default data plan sufficient to support applications beyond , calendar, and contacts? What is our data storage policy for mobile devices? ServiceNow 3

4 Lessons from Successful Mobile Initiatives A successful strategy required making field technicians who provide direct trader support more productive. Does our privacy policy allow the sharing of location-based information? How do we authenticate to internal applications from mobile devices? If via SSO, what is the policy for storing credentials locally? Who owns mobile security? Have they published guidelines for provisioning and deploying new applications? The third question where will adoption be quickest requires an understanding of the previous two questions and the following: What types of issues are time-sensitive and actionable? Who is in the most pain today for lack of the right information in the field? Who can quantify the impact of that pain on the organization s bottom line? Of those teams, who is ready culturally and technically? Lessons from Simon s Mobile Initiative Simon, a Vice President of IT at a financial services company, needed to reduce downtime for bond traders. Faced with headcount reduction on the help desk, he knew a successful strategy required making field technicians who provide direct trader support more productive. According to Simon,... at the moment of truth when the system s down and my guy has a five-minute SLA to restore service, I need him armed with complete visibility into what s going on and what replacement units are available. His answer was to deploy ServiceNow Mobile on ipads and iphones. Here s what Simon did right that all mobile pioneers figure out: Simon Have a strategy Identify and document objectives. Define success in ways that can be easily measured and quantified. Identify and engage stakeholders early. Have a plan Identify dependencies on devices, carriers, and the security team. Learn from what other mobile project owners have done (and not done) well. Anticipate resistance and be prepared with project FAQs and an investment thesis that supports the strategy. Cultivate power users Launch with one or more power users for each device and operating system you support. Engage your power users on weekly check-in calls. Solicit and disseminate advice and best practices. Reward good behavior Track mobile adoption and create an incentive system. Publicly acknowledge early adopters on a leader board, via social media, in newsletters, and in staff meetings. Share success stories that reference improved metrics and quotes from customers benefiting from more responsive service. ServiceNow 4

5 Lessons from Successful Mobile Initiatives Map your strategy ontoatimeline,consider risks, resources, and rewards. What Not to Do Mobile initiatives slowed down by excessive administration or configuration burden are doomed to fail. When planning your project and modeling costs, ensure no incremental resources are required for deployment. Existing administration resources should be sufficient and they should not require new skills, tools, or outside help. You shouldn t need to procure new hardware, monitoring software, or testing frameworks to ensure cross-device support. You may wish to optimize output for ios vs. Android or Blackberry or for smartphones vs. tablets but even that should not be required for initial deployment. Where optimization is required, you should be able to add device-specific views or view rules without modifying underlying application workflow. Mobile Maturity Model To map your strategy onto a timeline, consider risks, resources, and rewards in the Mobile Maturity Model (Figure 1 below). Low-risk activities are those that involve tasks commonly performed while mobile implemented for mobile-savvy users. By contrast, high-risk activities involve unfamiliar tasks implemented for business users. IT Task Management End-user Self-Service Actionable Analytics INCREASING RISK, RESOURCES REQUIRED, AND REWARDS Figure 1: The Mobile Maturity Model Low-risk activities also are easier to implement: for instance, closing tickets vs. ordering a laptop. Activities that are low-risk and can be implemented with minimal resources tend to yield the smallest payback. By contrast, high-value activities tend to be the most expensive. Consider Actionable Analytics for executives: they deliver significant benefits to the business but often have performance and GUI requirements that take longer to implement. They re also more difficult to maintain as executives may cause scope to creep and commandeer resources assigned to other projects. Measuring Success It s critical that you report back to stakeholders as your initiative makes progress. You re piloting this mission to outer space. You re in the cockpit with full visibility into altitude, cabin pressure, and time to arrival. They re flying in the passenger section. Don t be afraid to point out constellations and planets as you pass them. You can even point out the meteors that could take you off course. That s how you can help passengers become co-pilots. ServiceNow 5

6 Here are five useful metrics for your project dashboard: 1. Access by role: which types of users are most active on mobile devices and what are they doing? 2. Access by form factor: are tablet users approving requests while smartphone users are closing tickets? 3. Customer satisfaction by resolution mode: what was the baseline satisfaction score at launch? How do satisfaction scores vary when tickets are resolved via phone or vs. mobile? 4. Incidents resolved per technician per day: how many more incidents are resolved per day by users working tasks on handheld devices? 5. SLA hit rate: how do SLA hit rates vary between users closing tickets via mobile vs. other methods? The Key to Using Mobile to Reinvent IT Above all else, apply business sensibilities to your mobile initiative. Consider the needs of the business first. Articulate a vision that is bigger than tools or process. Define an end state where reduced downtime and increased collaboration lead to better results with minimal incremental investment. Be the catalyst for progress the business desperately needs. There s no better way to reinvent IT ServiceNow, Inc. All rights reserved. ServiceNow believes information in this publication is accurate as of its publication date. This publication could include technical inaccuracies or typographical errors. The information is subject to change without notice. Changes are periodically added to the information herein; these changes will be incorporated in new additions of the publication. ServiceNow may make improvements and/or changes in the product(s) and/or the program(s) described in this publication at any time. Reproduction of this publication without prior written permission is forbidden. The information in this publication is provided as is. ServiceNow makes no representations or warranties of any kind, with respect to the information in this publication, and specifically disclaims implied warranties of merchantability or fitness for a particular purpose. ServiceNow is a trademark of ServiceNow, Inc. All other brands, products, service names, trademarks or registered trademarks are used to identify the products or services of their respective owners. SN-WP-MP