We attended the HDI Conference in Orlando last week. It was my first opportunity to attend HDI, and I was very interested in speaking with IT service personnel and hear about their present challenges. The Samanage booth provided me the opportunity to meet with people from many industries, and we partnered with Inc. Radio — doing more than a dozen in-depth interviews with industry thought leaders. Stay tuned for that content!
After spending three great days soaking up everything HDI, what had the greatest impact on me from all my discussions and interviews was the colossal shift taking place within the IT world. We have been watching this shift for some time with many of our customers and HDI reinforced for me that there truly is a changing face of leadership in IT service organizations.
I know that’s a mouthful, so let me share what I mean. You’ve heard us say it time and time again, IT service organizations have traditionally been viewed as cost centers — something organizations had to have to keep everything moving internally. After a week with some of the brightest minds in IT service and support, it’s easy to see a new type of IT leader emerging. And, within Samanage, we’re calling them IT Transformational Heroes. (I know, it might be a bit marketing heavy, but I am a marketer after all.)
So what does that swanky title mean? Many of our customers, and even a number of talented people I met at HDI, are literally transforming their IT departments by changing the organizational mindset from IT being a cost center to IT as a value center. With the right tools in place, IT leaders are feeling a sense of empowerment to move from a reactive service environment to a proactive thought leader in the enterprise.
Where Does an IT Transformational Hero Start?
We have heard time and time again from customers that the transformation begins with visibility for our IT heroes. Visibility into team performance, trends, and ROI. As our customers begin to see the wealth of data that Samanage’s IT service and asset management software provides, they begin to understand the opportunities available to them which come from having complete visibility to see, measure, share, and improve.
This allows them to be transformational outside of IT. The tools they are using and the insights they are gaining, is beneficial to more than just the technology side of the business. This visibility is critical to the service side, which is the entire organization. As IT grows and adapts, they are able to encourage, collaborate, and help lead other departments to meet and exceed the service standards the IT team has always lived up to.
Visibility Leads to Agility
As IT heroes gain greater visibility, they begin to see the opportunities within their organization. We keep hearing from our customers, that with Samanage, they now unprecedented agility that allows them to streamline business service requests and delivery processes inside and outside of IT. In other words, they begin to move, not only their team, from a “hair on fire” reactive environment to “I’m cooler than the other side of the pillow” proactive environment, but teams across the organization. IT heroes are empowering and showing leadership within their organizations that IT can (and should be) seen a value center.
Throughout the month of May we’ll be discussing the IT Transformational Hero more.