Part 1: Understanding the Dilemma<\/strong><\/p>\n IT teams are increasingly being challenged as bring-your-own-technology<\/a> <\/em>(BYOD) policies and \u201cas-a-service<\/em>\u201d software and infrastructure multiply in mainstream organizations.\u00a0 In this new reality, developers still need compute, network and storage to keep up with growth\u2026and workers still need some sort of PC or mobile device to get their jobs done\u2026but they don\u2019t necessarily need corporate IT to give it to them.\u00a0 They can turn to a shadow IT organization using Amazon<\/a>, Rackspace and Savvis or using SAS applications or an unmanaged desktop because when all is said and done, if you can\u2019t deliver on what your users and developers care about, they will use whatever and whoever to get their jobs done better, faster and cheaper. <\/span><\/p>\n Much of this shift toward outside services comes down to customer experience, or how your customers\u2014your users\u2014perceive their every interaction with IT, from your staff in the helpdesk to corporate applications they access every day.\u00a0 If what you are delivering (or not delivering as the case may be) is more burdensome, more complicated or doesn\u2019t react as fast as other service providers (like Amazon, Office 365, or Salesforce, etc.), then they will turn (in droves) toward those providers.<\/p>\n Now the question hanging heavy in the air is what do those providers have, except of course scale, that your IT organization doesn\u2019t have?\u00a0 What is the special sauce for them to be able to deliver those high-value services, quicker and at a lower cost than you can?<\/p>\n In a few words; IT Service Management (ITSM)\u2026but wait!…I know the first reaction you might have is that ITSM has become a sour subject and that if you hear ITIL chanted one more time you\u2019re going to flip out.\u00a0 The type of ITSM I\u2019m talking about is really the next generation and has only passing similarities to the service management initiatives of the past.\u00a0 While it is agreed that ITSM has the potential to deliver the experiences and outcomes your developers and users need and want, today\u2019s ITSM falls far short of that idea.\u00a0 Process for process sake you\u2019ve probably heard\u2026but whatever, we are still measuring success based on internal IT efficiencies, not customer or financial value or even customer satisfaction. We still associate ITSM exclusively with ITIL best practices and we continue to label ourselves as providers of technology components.<\/p>\n As it turns out, the adage \u201cYou cannot fix today\u2019s problems with yesterday\u2019s solutions\u201d is as right as it ever was.\u00a0 We need to turn ITSM on its head and create a new way forward based on customer centricity, services focus, and automated operations.\u00a0 We have to rethink the role we play and how we engage with the business.\u00a0 Among the most significant transformations of IT we need to complete is from a provider of technology components to a broker of technology services. We have relied on ITSM to drive this transformation, but ITSM needs to change in order to be truly effective in the future. Here’s why:<\/p>\n \uf0b7\u00a0\u00a0\u00a0The roots of service management focus was on the customer:\u00a0 \u201c<\/strong>Service management” originated within the product marketing and management departments and from the beginning, service management placed the customer at the center of all decision making within the service provider organization. It’s the foundation to transform product-oriented organizations into service providers where the customer experience and interaction are designed and managed to cost-effectively deliver customer results and satisfaction.<\/p>\n \uf0b7\u00a0\u00a0But when we applied service management to IT, we lost customer focus: <\/strong>Applying service management to information technology produced the well-known discipline of ITSM but, unfortunately, IT professionals associated it exclusively with the IT infrastructure library (ITIL) best practices, which focus on processes for managing IT infrastructure to enable and support services. What’s missing is the customer perspective.<\/p>\n \uf0b7\u00a0\u00a0\u00a0In the age of the customer, we need to proactively manage services via automation:<\/strong> In the age of the customer, technology-led disruption (virtualization, automation, orchestration, operating at scale, etc.) erodes traditional competitive barriers making it easier than ever for empowered employees and app developers to take advantage of new devices and cloud-based software. To truly function as a service provider, IT needs to first and foremost consider the customer and the customer’s desired outcome in order to serve them faster, cheaper, and at a higher quality.\u00a0 In today\u2019s world, this can only be accomplished via automation.<\/p>\n When customers don’t trust a provider to deliver quality products or services, they seek alternatives. That\u2019s a pretty simple concept that everyone can understand but, what if the customer is a user of IT services that you provide?\u00a0 Where do they go if they don\u2019t like the quality of your products or services?\u00a0 Yep, Amazon, Rackspace, Terremark, etc., and any other service provider who offers a solution that you can\u2019t\u2026or that you can\u2019t in the required time or for the required price.<\/p>\n The reason why these service providers can do these seemingly amazing things and offer such diverse and, at times, sophisticated services, is because they have eliminated (mostly) the issues associated with humans doing \u201cstuff\u201d by automating commodity IT activities and then orchestrating those automated activities toward delivering aggregate IT services.\u00a0 They have evolved from being providers of technology components to brokers of technology services.<\/p>\n If you’re looking for more information on BYOD, register for our upcoming webinar “BYOD Webinar- Don’t Fight It, Mitigate the Risk with Mobile Management<\/a>”<\/p>\n Next\u2026Part 2: Planning the Solution<\/strong><\/p>\n <\/p>\n A 3 Part Series from Trevor Williamson Part 1: Understanding the Dilemma Part 2: Planning the Solution Part 3: Executing the Solution, again and again… Part 1: Understanding the Dilemma IT teams are increasingly being challenged as bring-your-own-technology (BYOD) policies and \u201cas-a-service\u201d software and infrastructure multiply in mainstream organizations.\u00a0 In this new reality, developers still…Read More »<\/a><\/p>\n","protected":false},"author":17,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[372,104,179],"tags":[18],"class_list":["post-3776","post","type-post","status-publish","format-standard","hentry","category-byod","category-cloud-computing","category-featured","tag-cloud"],"_links":{"self":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts\/3776","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/comments?post=3776"}],"version-history":[{"count":0,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts\/3776\/revisions"}],"wp:attachment":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/media?parent=3776"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/categories?post=3776"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/tags?post=3776"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}<\/img><\/a>
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