The main concept of IT as a Service (ITaaS) is to shift perception so that IT is seen as a service provider. This varies from the traditional point of view where the IT department is just another cost center in the organization. This is a strategic shift that has a far-reaching impact on the entire company. Learn more in this guest blog from our partners at Matrix.
What Is ITaaS?
In the ITaaS model, the organization’s technical group is considered its own independent unit, designed to pump out products, services, and results for requesters elsewhere in the company. The method is very results-oriented rather than process-focused. The journey to the desired result is far less important than its delivery. This facilitates rapid deployment of requests and removes many obstacles from the producers and developers by giving them autonomy to choose the right tools for the job (cloud or otherwise).
How It Helps
For many organizations, the ITaaS model offers a myriad of benefits:
- Time to delivery is significantly reduced, which enriches both the internal and external customer experience.
- Better collaboration between departments can improve the end result and help avoid rework.
- Costs are diminished since there are fewer obstacles to delivery within the IT group.
- Decisions can be made based on how best to accomplish tasks rather than on political agenda.
- Requests are delivered on a nearly on-demand basis, helping realize faster return on investment.
- Repeatable and automatable processes are efficient and cost-effective, improving productivity while constraining expenses.
Since this move is strategic in nature, it’s important to transform the CIO role accordingly. Embed this person into other aspects of the business so that he or she is not isolated in technology areas and blind to the overarching goals of the organization. By having a better understanding of customer needs and the vision of product owners and executive stakeholders, decisions can be made in a more holistic manner. Collaboration among all departments furthers this mission.
IT services in an ITaaS model should be thought of as catalog offerings. Team leads may go as far as creating a catalog of services that feature standardized “products” at the most granular level as is reasonable, including cost information for bookkeeping purposes. These items should have a repeatable method of production. The order is fed into the machine and the product is delivered at the end of the process in an efficient and automated manner.
The ITaaS model may not be right for every organization. Larger companies with more resources may be more successful implementing it since they can satisfy the heavy demands of the shift right away. That said, smaller businesses can break down the components of the model and adopt pieces over time. Even bite-sized steps still yield benefits, and bringing all of the company’s departments closer together is typically a good thing. For many organizations, ITaaS helps save money, improves customer satisfaction, and allows the business to reach its goals faster.