How ERM Supports Five Trends Driving Change for CIOs
Technology, demography, and business trends are converging to substantially change the role of the CIO. To keep up, CIOs need to recognize five trends driving these changes, and plan accordingly to stay ahead of the curve.
Technology, demography, and business trends are converging to substantially change the role of the CIO.
More specifically, Jacob Morgan, writing in InformationWeek, contends that “Five trends have come together to form a perfect storm that has caused disruption across all industries…To keep up with the changes that employees and businesses are experiencing, CIOs need to recognize five trends driving these changes, and plan accordingly to stay ahead of the curve.”
Morgan, author of the recently released book The Future of Work: Attract New Talent, Build Better Leaders, and Create a Competitive Organization, believes these five trends will shape the future of work, and that “these trends — which include social business, big data analytics, and the millennial workforce, among others — have forced an ‘adapt or disappear’ scenario for CIOs.”
At the least, CIOs will likely want to think about how these trends will impact their organizations, business practices, and information infrastructure. Each trend may affect planning and processes in a number of ways.
Here’s how service management and employee provisioning specifically may be affected by these developments, and how implementing an ERM approach (a centralized intuitive request portal combined with back-end fulfillment process automation) fits with Morgan’s five key trends.
According to Morgan, social networking and other online activities are changing the way employees live and work. CIOs need to “Make sure that the gap between employees’ personal lives and their work lives starts to close. The technologies that the business uses need to emulate those that employees are used to in their personal lives.”
How ERM fits: ERM makes employee provisioning emulate ecommerce sites. It’s like having an Amazon.com inside the enterprise, where employees can report issues and request any services, goods or resources needed to do their jobs.
Employees can also check on the status of pending requests at any time, much like package tracking for ecommerce orders. And back-end approval, scheduling and fulfillment processes are automated, analogous to the way etailers use robots in their warehouses.
While business practices are adopting to a number of new technologies–big data, robots, cloud computing–Morgan states “The big challenges for CIOs right now are rogue software deployments, also known as shadow IT…CIOs are constantly encountering new technologies…To make sense of it all, CIOs must act as a scientist who experiments with new technologies to test the potential impact that they have and to determine whether or not they can be rolled out broadly to the organization.”
How ERM fits: While IT needs to provide some flexibility to accommodate the rapid pace of business change, it still has a key role to play in assuring that software procurement is compatible with existing systems, secure, and not redundant.
The ERM portal is an ideal vehicle for presenting approved apps and services to business users, from file sharing to cloud provisioning options. New offerings can be added to the portal quickly and incrementally.
ERM also provides business process owners and experts with graphical workflow mapping tools, empowering them to design, test, optimize and deploy their own automated processes, with minimal technical assistance.
Growing Millennial Workforce
Morgan notes, “Millennials are projected to make up a majority of the workforce by 2020, and 75% of the workforce by 2025…In order to attract and retain top talent, CIOs must focus on creating an organization where people want to work.”
How ERM fits: Many factors go into creating a pleasant and positive work environment, from compensation to management style to building design. But one issue no employees of any generation want to deal with is having to go through a convoluted, time-consuming, manual process for obtaining the resources (technical assistance/repairs, equipment, furnishings, supplies, etc.) needed to do their jobs.
ERM makes it fast and easy for employees to obtain anything needed to do their work, enabling them to remain focused and productive. It’s one key component of creating a great employee experience, which in turn improves the customer experience.
Per Morgan, “Workforces need to stay connected and be able to access work tools regardless of where they are located…the CIO needs to make sure employees are able to access the information and the people they need anywhere, anytime, and on any device.” He also references the BYOD trend.
How ERM fits: The ERM portal can present services to simplify and automate BYOD device registration, and trigger remote installation of required software to those devices using third-party tools. The portal itself is mobile-friendly, enabling employees to report issues or submit requests, as well as check the status of open requests, any time from any device.
According to Morgan, “Organizations are operating in an unsiloed world, free of boundaries of any kind…The CIO must evaluate and rethink conventional business practices.”
How ERM fits: ERM works across “silos” in terms of business processes. For example, it can be used to coordinate new employee onboarding efforts by HR, IT, facilities, finance and other groups involved. It could as easily coordinate efforts across geographic boundaries (for example, employee transfers or temporary relocation).
The portal itself can display only relevant services and resources based on the user’s location, and can be translated into virtually any language.
CIOs are challenged to evolve processes, tools, and skillsets to adapt to broad technology and workforce trends. The ERM approach to employee provisioning is an ideal response to these trends in terms of internal shared services request management and delivery.
To learn more, download the white paper Enterprise Request Management: An Overview.