Picture this – your alarm clock goes off, you reach across the bed and take a look at your phone; it’s woken you up 30 minutes early – why? Well you have a meeting at 9:30am, but your car is running low on fuel so filling up will take 15 minutes, and traffic is a little worse than normal, so it will take an extra 15 minutes to get to the meeting. Welcome to the Internet of Things (IoT) a world where your phone can play your day ahead and your fridge knows when it’s running dry and orders the groceries itself.
IoT has captured the imagination of industry visionaries and the public for some time now; devices sending and receiving data, opening the door to a futuristic world previously the stuff of science fiction.
As the cities we live in grow into digital ecosystems, the networks around us will connect every individual device, enabling billions of new data exchanges. Industries will enter a new era, from medical devices that talk directly to medical professionals, to the emergence of smart homes that manage themselves efficiently, ensuring energy usage is checked and bills paid on time.
In the workplace it’s equally easy to see the potential advantages of the connections between devices, from intelligent service desk support through to printers, computers and other devices interacting with each other to deliver tangible user and business benefits.
The service desk is a key component for businesses in the digital age, acting as a communication hub for IT issues, a reference point for technology requirements and a tool for asset visibility. Organisations must ask themselves if their current service desk has the technological capacity and capability to manage the multitude of device and operational data in an efficient manner. An intelligent service desk can be the lifeblood of IoT implementation within businesses and enable automation to be realised.
A connected printer in a business ecosystem, for example, could effectively self-serve its own peripheral needs and order its own supplies when needed. However, the management of that data, effective registration and logging of the incident, as well as notification to the financial and technical teams would not be possible without an intelligent service desk – especially when you elevate this to an enterprise scale, with possibly hundreds of connected printers or devices.
When discussing the “connected office”, IT managers will understandably raise concerns around security. The more devices that are connected, the further the periphery is pushed, increasing potential entry points there are into a network.
An intelligent service desk will enable whitelisting to be integrated into communication protocols. This is a process which gathers and groups trusted individuals and their devices into a known category. This will enable any unusual requests from either IoT enabled devices or employee requests to be automatically flagged and questioned before action or access is given.
It is in this scenario that IT managers can reap the benefits of IoT, service desk and employee synchronisation. Through the IoT device communicating with the service desk, the service desk effectively managing all end points and the employee working in tandem with the service desk software, the minimisation of internal security risks can be achieved.
While much of this sounds quite out of reach, the benefits of IoT and service desk communication are already evident today, through use cases that are currently very fluid, personalised and often driven by an imaginative use of existing and sometimes emerging technology. Peripheral IT product vending machines holding keyboards and mice, for example, allow the realisation of this relationship to be seen.
However, with so much data being transferred and the IoT still very ‘new’, there are a number of challenges, the most critical being visibility of assets connected and operating under the network.
Communication between all end points and visibility should be fundamental considerations when planning for an IoT based implementation. Intelligent service desks, that can enrich the IT support experience as well as integrate and communicate with the business ecosystem, can host the technology capability to have oversight, communication and visibility of device end points communicating with a network.
While this may appear to be a straightforward concept, often enthusiasm to implement and complexity of service desk and technology transformation has a tendency to drown out and bypass the fundamentals – leaving potential backdoors open.
To ensure that there is a holistic approach toward securing connections with the IoT, organisations must challenge all stakeholders (vendors, integrators and consultants) to apply secure IoT principles to the service desk solution and IT operational unit, right from the “drawing board” phase.
The current next big thing, the Internet of Things (IOT) or “Internet of Everything” could easily be relegated to the “hype” or more damningly the “spam” folder of your mental inbox.
It is currently one of the hot topics driving the dialogue of industry analysts & business thought leaders as they strive to unlock the potential of the abundance of digital sensors and IP connected devices now pervasive in the modern world. In enterprise “systems rich” organisations, it’s fairly straightforward to understand the importance of the IP connected elements that underpin both personal and professional activities. However, the Internet of Things ideology captivating the imagination of many embraces the access and use of data from the almost invisible sensor based digital community hidden in virtually every modern, electronic device. They exist in the most diverse places including household devices (alarms, TVs), environmental (weather, planet), government (traffic signals), retail (rfid tags) and even the common SmartPhone. But without rambling “Star Trek” style perspectives, it has proved challenging to showcase IOT use cases with real substance which makes the following example from the non IT community looks very exciting.
A major well known luxury carmaker is leveraging the Internet of Things (IOT) ideology via a real world implementation within forthcoming vehicles. By using on-board wireless and GPS technology, exchanging data in real time with traffic and environmental sensors, cars with traffic light assistance will help the driver to avoid stopping at red lights (thus speeding the journey, increasing safety, reducing fuel, and vehicle wear) by adapting the vehicle speed in relation to real time traffic flows.
The well known car makers approach to leveraging the IOT, is a real world example of the power of connected devices, the Internet of Things (IOT) and a valid use case that delivers commercial and human benefits. For the “Internet of Things” to make sense to us all, emerging examples must deliver personal benefits to drive the end user/customer to seek more and greater IOT benefits in the future (thus making it commercially attractive). Following that track, the Internet of Things will evolve from an urban IT myth to deliver real world human impacting benefits.
Maybe this next big thing could actually be the biggest next thing of all time
Until next time.