Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

I’m your worst nightmare when it comes to BYOD

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BYODWho said that? Our very own Matt Neigh did. And, he did it to a large crowd at the recent Service Desk & IT Support show in London during his presentation, ‘How to create a sustainable BYOD strategy’.

Matt, what were you thinking? But, really, Matt only said what a large number of people actually do – they find ways around policies and procedures.

This will be a BYOD blog of fours.

The four reasons we’re all here today:

  1. We have so many devices that want to talk to each other.
  2. Everyone wants connected information. No waiting for synch.
  3. We’re tired of carrying around too many devices. I want one phone.
  4.  I can get what I need without IT. I’m tired of waiting.

The four reasons for IT resistance:

  1. Staff will spend their time playing Angry Birds.
  2. Lack of security.
  3. We will need to buy more bandwidth…WiFi is going through the roof!
  4. We don’t have experience with all devices.

The four questions to ask before your build your BYOD strategy:

  1. Will BYOD create a better experience?
  2. What are the risks and costs to the organization?
  3. How are we going to support it?
  4. What about privacy? What rights to employees have?
  1. Employees: They want to be productive. They want you to trust them. Measure employee demand.
  2. Risk: What security is needed? What training is needed?
  3. Rights: What rights do your employees have? Create a policy. Users need to give up certain rights.
  4. Costs: What are the tangible and intangible costs?

The bottom line is that employees expect IT to support and know how to support each device.

As Michael Jenkins says (Michael is a former Service Desk Manager who now works as a Technical Business Consultant within Cherwell’s UK team), ‘Saying ‘no’ is a dangerous game – especially in regards to devices that ‘by design’ are easier to use and easier to support. You’re playing Russian Roulette if your customer has or will have a choice in the future about where they get their support. ‘

Matt concludes that it all comes down to trust. Your employees will come to you for help if they know you’re there for them.

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