More and more companies are leveraging a combination of on-premise and cloud or SaaS-based systems to enhance their business operations. For example, they may use Salesforce.com for CRM, but have SAP installed on-site for accounting and human resources. Analyst firm IDC predicts that, by 2014, more than one-third of all new business software purchases will be SaaS-based.
However, this can often create major issues for the IT service desk. Most IT support organizations will have separate policies and channels, and even maintain different teams, to handle services related to cloud and on-premise applications. Third-parties may also be involved – in many scenarios, it is the cloud solution vendor, not the company’s internal IT service desk, that will be responsible for delivering user support.
But, this approach is neither efficient nor cost-effective from an IT service management perspective, and can make things confusing for those employees who rely on these applications to perform their jobs.
How An IT Service Catalog Can Help
That’s where an IT service catalog comes in. With an IT service catalog, companies can create a single, centralized resource that defines how all IT services can be requested, and how they will be managed and executed – regardless of their deployment model. Instead of maintaining two separate sets of services, organizations can leverage economies of scale, and simplify and accelerate service delivery.
Benefits for End Users and IT Staff Alike
Creating a comprehensive IT service catalog that covers both those services available for on-premise systems, and those available for cloud-based solutions, can offer advantages to both end users and members of the IT service desk. IT professionals can better manage quality and assess value of the entire portfolio as a whole. They can also more effectively ensure that their SaaS vendors are meeting service level agreements when it comes to providing end user support.
At the same time, end users will have greater visibility into all available services, across all systems and applications. By giving them one single, published guide that outlines what services exist, and how they can initiate them, IT organizations can make it easier for end users to request and obtain support for their IT needs, and therefore, boost satisfaction.