What Should IT Do If Empowered BT Increases In Popularity? – Forrester

Posted on 05 May 2011

The Hub Commentary_

This is  a nice post from Marc of Forrester.  He outlines well the things that need to be considered as contracting with service providers and purchasing technology moves around an organization as part of a business transformation (BT) initiative.  Recently on a Cloud Chasers, Sean Larner bantered where this responsibility might lie.

As Marc describes the functions that need attention, I’m not a fan of continuing with IT as a gatekeeper or perceived obstacle to progress of business transformation, however, it points to Service Managers.  A formalized role between the business and IT.  These folks would manage the services, required levels of service and working with the technology specialists to insure proper security, standards and volume purchasing.

There is also a need for vendor management which is a combination of contract management and service management.  There is a happy medium between well managed services and agility to the business.  Self service portals for ordering every day equipment can empower the business and those longer term, less routine services should be managed by Service Managers insuring quality service, managed costs and proper standards, security and support practices are considered.

The Service Manager should be an enabler, not a roadblock or obstacle.

How is your business transforming? Where are your Service Managers?



An empowered BT model includes the idea that end users will take on some functions that are typically performed within an IT organization. These may include selecting and deploying applications, buying mobile devices, and contracting with services firms.  (Read Full Article…)

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