Managing the Changing IT Landscape: User-Centered Computing
Are you ready to let users determine what IT services you deliver? Like it or not, they’re already using their own devices, not to mention the cloud-based services they want. Wouldn't it be easier to include them right from the start?
I've been writing a lot on the importance of finding the right tool for the job. At the heart of that idea is user-centered computing—an inclusive approach to managing consumerization that puts all users’ needs first.
When I worked for Intel IT, we put this to action by moving away from the one-size-fits-all model to a customized approach that emphasizes the right fit and design for the job. We did this by:
- Conducting segmentation studies to understand job roles and how people work
- Inviting employees to participate in pilot studies and early adopter programs to improve and stabilize IT solutions before full deployment
- Conducting surveys that help:
- Measure customer satisfaction with existing IT products and services
- Identify the services that are most important to employees
- Solicit input on gaps and unfulfilled needs in our service portfolio
- Providing greater choice and flexibility by offering more options for primary computing devices
- Establishing and supporting Bring Your Own Device (BYOD) and BYO-PC programs
This approach may seem radical, and it does involve changing the culture of IT. However, this change is necessary to fulfill the mission of IT: creating and delivering greater business value.