In my previous blog post, 4 Faults with IT as a Service and How to Avoid Them, I recommended as a first step solution to start automating your daily IT activities as the foundation for ITaaS.
But as stated, that’s only the foundation. Today I will explain how you can take ITaaS to the next level – by adding true value to your offering and elevate the IT department to a trusted service provider.
The first three problems I identified in my last blog are that today, IT decides:
- When the application is delivered
- To whom the application is delivered
- Why the application is delivered
In fact, the only real responsibility IT should have is how the application is installed or delivered. IT should never need to decide to whom an application should be delivered, let alone when or why as “when, to whom, and why” are all business responsibilities, not IT responsibilities. This is the reason why IT often fails to deliver services on time and – more importantly – fails to return services when the end user no longer qualifies for them. For example, when end users can still access their email after leaving the company it’s because they’re no longer on the correct distribution list as specified by the business – which the business conveniently forgot to tell IT. Now that can cause some real headaches for a lot of people.
Which leads to fault number 4: no return of services. The answer to the problems is RES IT Store.
Imagine this: Deliver services before people ask for them! Here are the steps you’ll have to consider to deliver IT as a Service:
- Determine WHO – Establish a link to an identity source, such as HRMS or Payroll
- Determine WHY – Replicate the organizational structure in RES IT Store and classify people into categories. Users will qualify for services based on user identity and classification
- Determine WHEN – Unique triggers will start delivery service workflows. When a user no longer qualifies for services, return workflows will be triggered
- Determine HOW – Actions within the workflows replicate business and IT processes to make the necessary infrastructure changes with optional approvals.
When user’s need to request services that are not predictable they can browse to the consumer like RES IT Store web portal and request additional services at their own convenience.
Now IT will be able to deliver on the outcome agreed with the customer (business) and keep up with competitive alternatives. This is simply great. Not only will you be able to deliver services before they are needed, but also return them when that need is gone. Instant delivery, a secure return, and a great IT interaction for users.
Tell Me More
Do you want to know more? Check out www.itstore.com for our interactive “day in the life of an IT professional” tool, and see how the work can be simplified with true IT as a Service. Also, in the next blog post I will talk about how IT can add value to their offerings by making services easier to use, adaptive and secure. Stay tuned.