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Quick Guide - Using a Service Catalog to Handle IT Consumerization

04/21/2016 by: The SunView Team

The consumerization of IT movement has become a major sticking point for technology leaders across the enterprise segment. The problem here is simple - consumerization presents a dangerous risk-reward scenario. In terms of risk, giving too much technology control to non-tech users introduces security vulnerabilities and major fiscal management concerns as individuals are making decisions without the technology knowledge or budget insights needed to keep everything running smoothly. On the reward side of the relationship, consumerization also positions business users to quickly get their hands on the solutions they need to maximize productivity and operational efficiency.

Successfully responding to the consumerization of IT movement hinges on finding ways to empower end users to have some choice over the technologies they use while also giving IT teams the ability to create a framework for control and governance. Advanced IT service management solutions can make this possible, and a service catalog can be particularly valuable in this area.

Understanding the Role of the Service Catalog in the Battle to Handle Consumerization
In many cases, the result of the consumerization of IT movement is new demands from business users. They are expecting IT services to be responsive, flexible, scalable and to perform equally well on diverse device types. If a solution is not yet available to meet an operational need, employees expect to be able to quickly track down a workable app and solve the problem. These new expectations represent a major shift from the longstanding environment in which IT provided what it could and expected business users to adjust accordingly. Enterprise employees want to take control of their technology experience, and an effective ITSM strategy can empower organizations to handle these new demands.

The service catalog is a vital tool in helping IT teams give users a consumer-like experience. IT teams can use it to create enterprise storefronts that provide flexibility for business employees looking for new apps and services while also letting IT provide governance over which apps are available.

Creating a Consumer Experience in the Workplace
A service catalog will let users browse through the various apps and services that are available to them. You can customize the solution to sort apps based on different job roles, and free users to seek alternative IT-approved options that they may like better than what they are already using. This is just like shopping around.

In a consumer environment, a person who is unhappy with a solution will go to the Apple, Android or Windows store and look for another option. They'll read reviews, check out forums and choose something that looks good. You can give them this same experience in the enterprise through a service catalog that creates an enterprise storefront, all with apps that have been approved for use by the IT department. Furthermore, a good service catalog supported by a service request management solution can fuel IT efficiency.

Getting the IT Department Ready for Consumerization

Automation is essential if you want IT teams to get responsive enough to support consumerized operational models. If a business user wants to subscribe to a new app via the service catalog, you can't have that worker waiting on an IT worker to get a support ticket, roll out any virtual machines as needed and send out login credentials and the like. All of these processes need to be automated if you want to meet responsiveness demands, and a good service catalog will offer the functionality required to deliver on this end.

The consumerization of IT movement is transforming the way business users leverage technology, and a service catalog is an invaluable tool in helping IT teams keep up.