Mobile Self Service is today where Mobile Incident Management was five years ago: universal interest, demand from early adopters, but ultimately limited usage.
What changed the trajectory of Mobile Incident was the same thing that eventually toppled Mubarak and will someday end world hunger (mark my words): the 2007 launch of the iPhone. Once smartphones became ubiquitous and Rolex-chic Mobile Incident became a business requirement, not just a technology curiosity.
All businesses have a fundamental need to work trouble tickets at the point where service is delivered but everyone first needed devices to be cheap and easy to use. What’s holding back Mobile Self Service is similar but different. Again, there’s universal interest and demand from early adopters but ultimately limited usage.
The reason this time: self service without integrated knowledge is useless. Before Mobile Self Service hits the knee in the curve most deployments will include not just the ability to request a service but also the ability to solve problems before making the request. Today, it’s a rare customer discussion that involves both.
Which brings me to a meeting last week with my friend Bruce Murray, Service Delivery Manager for a global hardware company. Bruce is a seasoned IT exec with battle scars he’s proud to show from years of arguing that solutions matter and tools don’t. Bruce’s company deployed Mobile Remedy Incident on BlackBerry and Asset for Symbol scanners in 2009. Here’s how the conversation went: