The Impact of IoT on Enterprise Service Management – Part I

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Last week I attended the IFS World Conference 2015 in Boston, MA and participated in a panel on the subject of the Internet of Things (IoT) and its impact on Enterprise Service Management (ESM).   The other members of the panel included Adam Brody, Director of Enterprise Systems at Sysmex America, Inc. and Tom Bowe, Global Industry Director, IFS, Inc.   We were asked some great questions by our moderator Jon Briggs and members of the audience who were comprised of industry analysts, members of the press, and other influencers.

I am taking the liberty in this blog post of sharing some the key questions that were poised to us and the answers I provided.  Here they are:

  1. Which service industries will be affected by IoT?  It is hard to imagine any industry that will not be affected by IoT especially when it comes to the area of service and support.   As long as there is a way to connect a sensor to electronic or electromechanical equipment, there’s an opportunity for IoT.
  2. How will the end-customers benefit from IoT?  The conventional wisdom is that IoT enables proactive service management. If you can see what’s happening with the equipment in real-time, then you can predict and anticipate what may happen next. Pre-emptive actions could be taken to avoid downtime or prevent failure.
  3. What is the financial gain to manufacturers from IoT? Manufacturers can collect real-time data related to system reliability and maintainability issues which enable them to be more precise in managing service resources.   More importantly, IoT provides manufacturers with a vehicle for offering premium priced services like remote monitoring and diagnostics, automatic replenishment of consumables, and proactive service management.
  4. Will there be divergence in usage between B2B and B2C applications? It’s possible that some segments of the consumer market may be resistant to IoT because they believe that it intrudes on their personnel privacy.
  5. What are the challenges to IoT adoption? One of the biggest challenges to using IoT Technology to transform service management is that it requires updates to the existing technology infrastructure. Some technology out there is 10 years old. If you really want to adopt IoT throughout the enterprise, every piece of technology has to be IoT-enabled. That’s going to take some time. Another challenge is learning how to make use of all the data and information collected by IoT.

 

We covered a few other important topics in this panel discussion which I plan to share in next week’s blog post, so stay tuned.  You might also want to check out the article appearing in Tech Target from Laura Eberle titled “How is the IoT changing Enterprise Service Management?”   Laura did a great job covering the key salient points from this discussion.  Last but not least, I’d appreciate it if you could add to this conversation by sharing your perspective on IoT and what impact it will have on enterprise service management.

Please note: I reserve the right to delete comments that are offensive or off-topic.

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