Service Providers Balance Factory IT by Enabling IT for Service Catalog Success

By Brett Norgaard,

Service Providers can leverage an article in the McKinsey Quarterly, “Reshaping IT Management for Turbulent Times” as you build your case for a configurable, streamlined, re-usable, secure service catalog offering for specific market segments.

The article discusses two models—Factory IT and Enabling IT. And, these two models can work together. An intentional focus where appropriate can allow you to make a business case for each and to differentiate your offerings—here’s how…

First of all, Factory IT is about using configurable products where appropriate (p. 2) atop a standardized platform. This allows you to restructure and continually improve processes. The Master Library (Service Items, Handlers, and Themes/Brands) along with a portfolio management/curator emphasis will allow you efficient re-use of the library across all of your clients. Streamlining key processes like transitioning new clients and the provisioning of tailored service catalogs are two key examples. This configuration strategy also reduces the risk inherent when modifying source code to tailor each client’s experience. The article mentions service catalogs specifically as a way to achieve efficiencies (p. 3).

Next, Enabling IT looks for new sources of value and includes a willingness to test (sense and respond) as well as close collaboration. Again, a configuration-based, low risk strategy affords this type of innovation to occur. This kind of innovation rewards partnership with people who can provide the business requirements based upon specific objectives and market knowledge. Rapid prototyping and iterative development are what happens in Enabling IT (p. 6). Mistakes are encouraged…again, a configuration-based strategy allows for this. With Kinetic Data’s configuration architecture, you can test all you want before registering a service item into the service catalog. Enabling IT supports an organization’s innovation culture—communicate, sense, respond, categorize, test, certify and register service items that can be used across the client base. The Kinetic Task Community is a good starting point to review a set of existing handlers addressing integrations with virtual resources, directories, and enterprise applications.

The article concludes (p. 8) with, “The combination of functional productivity and business value creation, will likely be a major competitive differentiator; the first step in delivering this value is to ensure companies have the right leaders in place for each effort.” A sound architecture, a configuration-based strategy, and an understanding of Factory IT vs. Enabling IT affords service provider leaders with low risk/high reward options for Service Catalog success.

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