Tuesday, March 22, 2011

Focus on the right things when delivering services to your users

Delivering It services is not an easy thing. Sometimes we make it even more difficult than necessary. We will have to live in a world of multiple service delivery mechanisms. Users will have multiple ways of accessing services. VDI, TS, desktops, laptops and other mobile devices. For IT to keep up with new demands they must invest in new technologies. The problem is that this only adds to complexity and the difficulty managing the users.


Take a look at the list below and think about delivering IT services and what is most important;

How? (delivery technology)
When? (time)
Where? (location)
Why? (ID/role)
What? (content/service)

Having a technical background I know that it is easy to fall back into your comfort zone - technology.  But is this always best for the company?

My preference would be like this;

What?
Why?
Where?
When?
How?

With this I am not saying that how is unimportant but it should not be priority one!

What potentially could happen is that the technology itself will limit on what you must deliver. You should be able to select the best technology for every purpose and not let this result in a more complex environment to manage.

You need a solution that helps you focus on what to deliver instead of how - i.e. managing a hybrid environment.

Such solution could be RES Workspace Manager. RES Workspace Manager helps you manage the desired state of the user. Decoupling all user related settings from the underlaying technology stack. You can call it virtualization, but we call it User Workspace Management. The context of the user (ID/role, location and time) will determine what will be delivered using a hybrid delivery technology.

Look at an earlier blog post explaining the concept of User Workspace Management.

/Patrik

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