SAP's CIO Hits CES to Understand Consumerization of IT
Notes the iPhone and Android's impact, but says there are still workers faithful to BlackBerry.
Wed, January 09, 2013
Every year, he speaks at least a couple of times before college students, if only to monitor what will be on the minds of his potential workers in a few years.
"I think about how I can bring my IT team closer to these technology topics," he told Computerworld at CES. "They ought to know the trends coming from the consumer shows, because my customers are consumers."
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Bussmann has 4,000 IT workers who in turn manage about 50,000 mobile devices globally.
He has used the architecture team and others at SAP to research what's on the minds of users, and their input is often included in technology used by 18,000 SAP developers and product managers.
So far, there are about 50 applications used internally that have resulted from these efforts, most of them focused on productivity. Some will end up as products that SAP sells to external customers.
As with other IT shops, Bussmann's group has faced the tyranny of the consumer device crowd, but has tried to learn from the high expectations that workers now bring. Apple stores and their store reps have had an influence, he said.
"If you walk by one of our 15 solution centers, we support Apple, Android, RIM and Windows 8," he said. "You can test drive the devices. We have our genius bar and a training area."
By contrast, the older concept of IT support was a drop-off counter located in a basement. "Our end users have a high expectation level for support," Bussmann said.
The influence of the iPhone and other consumer products has also transformed how Bussmann sees his role. He said he measured mainly on three things: his efficiency, his ability to grow the business, and how he embraces innovation. "By that, I mean how I bring the business closer to innovation, and that's real value," he said.
Out of the innovation approach, various applications have evolved. One real hit with SAP workers is an SAP variation of the cloud-based filesharing service Droppox for document management, simply called SAP Box. He wouldn't comment on whether SAP Box will become a product that SAP markets externally.
In terms of specific innovations that could matter to his business in the future, Bussmann said he has developed more interest in machine-to-machine technology and what it might mean for users with smartphones. Pricing of sensors is dropping, which will boost the use of M2M.