By: Jeff Fisher
As outlined in Part 1, I believe that it’s the simplicity and speed of consumerized solutions that is causing enterprise IT its biggest reputational challenges with end-users. However, IT still needs to maintain control and compliance while providing the level of service users expect, and now require. How do we fix the problem?
So, what’s the solution?
The solution starts way before an end-user contacts the service desk. It begins with a fresh look at IT service delivery. At RES Software, we believe that IT must modernize the way it interacts with end-users by focusing on four (4) key areas of service delivery, all of which are critical components of the RES IT Store solution:
Automation – I think most IT professionals would agree with the merits of automation and the transformative effect it can have on the daily operations of any IT organization. The fact of the matter is that too many common IT tasks are still done manually, and it’s difficult, if not impossible, to improve the speed of your service delivery without automating those steps. This is why automation is at the heart of the RES IT Store.
Integration – As much as IT organizations would like to improve the speed of their service delivery, none of them want to do this through the addition of massive new infrastructure or approaches that only support particular delivery architecture. Today’s enterprises want lightweight, agnostic solutions, which is why we’ve designed the IT Store to have both a very small footprint and a flexible approach to integrating with systems you currently use or may add in the future.
Service Request Options – The truth is that most of the IT services used by a particular end-user should be predictable based on their role in the organization. This is exactly the way the IT Store delivers those services – automatically, with no involvement by IT or the end-user – and is part of what makes the IT Store unique. Nonetheless, we know that it’s impossible to predict every service that a user will need. So we provide additional ways in which services can be requested:
- Directly by the end-user through a modern and intuitive self-service portal
- By a member of the service desk, on behalf of the user, through the same sleek interface. Despite the fact that self-service is available, we know some end-users are going to always feel more comfortable calling or emailing the service desk. With the IT Store’s unique service request delegation, the service desk can request any service on behalf of the user.
- A manager can use the same functionality above to request services for their teams, or an admin on behalf of the professionals they support.
Service Reclamation (aka CYA) – One thing that’s inevitable in any organization is change and it’s only a matter of time before employees get promoted, switch roles or in some cases, move on. In order to keep the organization compliant, IT needs to keep track of all these organizational changes and adjust the delivered services accordingly. Unfortunately, most IT organizations currently do not have a good way of doing this.
With its cutting-edge service subscription model, the RES IT Store keeps track of every service delivered and confirms that users still qualify for those services when they change roles. If they don’t qualify (or they leave the organization), access to those services is automatically and immediately suspended and/or terminated in a way that’s agreed upon by both IT and the business.
Where to start?
If you share these views about the service delivery challenges facing today’s IT departments, or I’ve piqued your interest with some of these solutions, I encourage you to learn more about the RES IT Store. You can do this by:
So what are you waiting for? Take the first steps toward improving your IT service delivery capabilities. And in the process, transform the relationship between your IT department and the rest of your organization.