Once upon a time, people sat at their desktops and took what IT gave them. IT, after all, had a monopoly on technology; and technology was more of a useful toolkit than a life-and-death necessity.
The world is very different today. Technology is now critical to everything everybody does, every day. Therefore, people need access to the technology they need, when they need it—whether that technology comes from the data center or the cloud. They can’t wait for IT to figure out what they need and then take its sweet time delivering it.
In fact, in a world where the technologically well enabled consistently out-perform the less enabled, a fill-out-a-request-and-be-patient approach to technology delivery is not only obsolete. It can be downright deadly.
IT as Service Broker
“Cloud” and “consumerization” mean that IT no longer has a monopoly on either technology supply or demand. People go to the cloud to get what IT can’t give them. They’re also taking ownership of the technology they use to access those capabilities.
Its role is therefore changing from end-to-end ownership of enterprise technology to a brokerage model where people are connected with technology based on their needs and preferences.
This is a non-trivial role. Someone has to govern technology in the enterprise. Without that governance, enterprises will be exposed to absolutely unacceptable security, compliance, financial and information management risks.
But, IT has to do this brokerage job really well. “Really well” means doing it fast, doing it accurately, doing it efficiently, doing it nimbly, doing it scalably, doing it accountably and—perhaps most importantly—appropriately empowering the end-user.
Simply put, enterprises have to get better at connecting people and technology. If they’ don’t, their business performance will suffer.
How Do We Get There?
Forrester calls this new model “agile workforce enablement” and they’ve offered some suggestions on how to achieve it. Those suggestions include dividing the workforce up into distinct “personas” and tailoring distinct digital workspaces to those personas.
At RES Software, we like and support the persona model, but we also understand that personas can be fluid. A doctor going from bed to bed at a hospital, for example, shouldn’t have the exact same digital workspace when logging in from a Starbucks wi-fi hotspot. That’s why we’ve engineered context awareness into our solution.
We also recognize that different organizations need different combinations of resource “push” and “pull”—and that those needs are likely to change over time. So we offer a unique combination of rules-based workspace delivery and end user self-service.
Whichever route your company needs to take to achieve an improved ability to connect people with technology, we invite you to assess what RES Software offers. We believe we offer the most practical migration path to agile IT service brokerage. And this is what your company will need to thrive in a world where business success is increasingly contingent on the digital empowerment of your people. And I’d love to hear if there’s any reason you disagree.