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Key Insights for Building “Consumerised” End-User Services
Consumerised demand is about ease-of-use in a changing work environment. Many infrastructure organisations are emphasising “bring your own computer” programs, at the expense of missing a more fundamental point. Employees are less concerned over who owns the technology, and place more emphasis on ease-of-use across multiple working environments.
Organisations should engage “early adopters” to gain insight into leading indicators of productivity barriers and potential solutions. Employees who selfidentify as “early adopters” aren’t necessarily using different technologies. Rather, early adopters discover more productive uses for technology faster than their peers, and should be co-opted to identify use cases for new technology opportunities.
Its important to tailor service choice to observed need. Rather than expand service options across the board, infrastructure organisations should use data to diagnose where to offer new capabilities, and where technology choice should be restricted to manage total cost.
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