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Device management anchored on user needs
16 Sep, 2013 11:53 am
At Young's Seafood, we have changed our device management so that it is centred on the users rather than simply the technology. As a result, we have improved our processes and the way we address user needs, while cutting daily administration tasks.
We completed the project within three months, and part of the value proposition was financial return. Of course, we got this, but it was only an aspect of what we needed. What we really wanted to do was improve the way that we do things in the long run, and this is where we are achieving.
Young's is a federated set of companies making up the Findus Group in the United Kingdom, producing different products, with a diverse set of stakeholders. The view was that we really weren't getting what we wanted out of IT; we wanted to bring device management closer to the users, in a utilitarian style service.
We went out to the market and chose a system that would be a one stop place for device management, including provisioning software on laptops, phones and tablets. The system we use enables us to manage administration, distribute software, and administer security patches, as well as automatically provisioning software updates. It also looks after software licenses and automates a number of essential support processes.
The technology enables us to set up service requests that users can authorise, independent of IT. This is very important, as the technology department becomes an enabler built around user needs.
A good catch
Using the system, IT is able to fulfill the mobile software requests of the users and let the business run as it needs. As service levels improve, we are freeing up time from routine technology management tasks so that we can focus on strategic initiatives.
Most of our senior managers across the business use mobile devices. They access a raft of applications, including for general administration, selling, acquisition processes, and collaboration and e-mail. We need to be able to operate in any country, with the tools available to help us on a daily basis, and the system is a crucial part.
We are also implementing a new enterprise resource planning system, and we will deploy some apps from this onto the mobile devices. The ERP system is going live across our divisions, one by one, covering management information, reporting, and decision-making. It helps to expedite our processes, and will be deployed to mobile devices once it has bedded in on our traditional platforms.
We are always looking to the future, and we had to ask ourselves recently: "In five years time, will we be buying laptops or tablets?" We needed a system that would accommodate the different devices staff will use. Rather than locking down devices, we want to make sure that staff can be able to do their job, wherever they are.
By embracing change, our users' needs are much more recognised and well addressed, and IT is once again seen as a real business partner. We are more able to address the things the business wants to do, with everything managed in one place.
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