Can mobility resurrect your company’s IT department? #TechViews

#TechViews Twitter Chat on “IT and the Mobile User Experience”: 1 PM ET – Tuesday, January 28, 2014 hosted by@TrendsinTech

Today’s era of consumer technologies makes end users think they just might know more than IT, or are just not satisfied with their support services. As a result, recent years have seen the growth of “shadow IT” in many companies. That’s when business users avoid the IT department and gain access to technology services without the expertise IT holds or the organization’s approval. But with IT now tapping consumer-like technologies such as mobility, social media and collaboration in its own environments and applications, IT is regaining its position as the leader in technical expertise within companies.

Take service management, for instance. Once the domain of hard-to-navigate user interfaces and poorly or inconsistently managed incidents, IT service management now offers self-service options, social tools, collaboration among all users and much more. With these capabilities, IT puts its know-how to work for end users and gives them the power to solve their own issues – with the safety net of IT expertise easily within reach, but only if truly needed.

Now enter mobility. Business users now expect, anytime/anywhere access to all applications, including those under the domain of IT service management. Today’s IT organizations get it and are putting mobile to work in service management apps to enhance the self-service experience. By putting end users first and equipping them with the tools to address issues themselves at any given moment, IT is also upping its own profile with companies and reclaiming its rightful position as technology leader.

Here is a preview of the questions for the online discussion scheduled for Tuesday, January 28, 2014 at 1 PM ET and hosted by @TrendsinTech.

1. What are the biggest frustrations for mobile users of IT services?
2. What kind of user experiences should IT emulate?
3. How can IT improve the overall experience for its users?
4. What social media channels provide the best opportunity for IT to engage with its users?
5. As a result of mobility, what IT services are needed less?
6. How can IT exploit mobile technologies?

Download a calendar invite to the TechViews Twitter Chat on IT and the Mobile User Experiencehere.