IT users increasingly expect a more consumer-type of enterprise technology experience. Fortunately, on-demand cloud services and IT app stores are nearly a click away. A user friendly, cloud-based experience will increase productivity, efficiency, and customer satisfaction.

1. Ordering Personalized IT Services
On-Demand
Obtaining IT services today can be anything but a consumer-friendly experience. Enterprise apps are requested through one set of processes. Mobile devices or even
desktop applications may be requested by phone calls or email. Yet, on-demand cloud services and IT app stores are nearly a click away.
Convenience is Productive
What’s driving demand for self-service requests of IT services?
Dealing with IT should be just as easy as ordering other services on the Web.
Enterprise users expect a more
consumer-like experience
Personalization: it knows your specific
needs and can suggest
upgrades/other applications that can
help move your business forward
Cloud technology brings
standardization, agility and scalability
Instant Gratification
How is the cloud influencing enterprise IT services?
Two “on-demand” cloud-based applications top this year’s cloud management and automation technology road map, according to a recent 451 Research study:
Enterprise App Store
Self-service Catalog
31%
26%
28%
26%
Use now
Plan to use
Use now
Plan to use
Wanting It All
Which IT services would enterprise
users like to order on demand?
On-premise
repairs
Personal
productivity
software
Mobile gear
Help desk
(installations,
training)
Cloud-based
applications
(with associated SLAs,
provisioning, policies)
Building Rapport
How IT should view this opportunity
Creating a self-service portal to enhance the procurement of IT services is a great way to boost user
satisfaction across your enterprise. Plan to phase-in additional, on-demand service-delivery options
once the enterprise embraces the new application.
What They Want, Where They Want It
How the cloud helps you build an enterprise
app store or self-service catalog.
Cloud Automation
Cloud Management
Consumer-friendly UX
Back-end Cloud Services
IT seeks to deploy new cloud
services automatically such as
infrastructure, application, storage,
and to publish “X as a Service “ to
the catalog for on-demand
self–service access. Automation
ensures that all new services benefit
from both consistent governance
and lifecycle management.
To build a sustainable cloud, IT wants
complete lifecycle management from
initial provisioning through
decommissioning and archival
including day-2 operations like
resource reconfiguration, snapshot
and application release automation.
Enacting access policies sets limits
on which management functions
each user is allowed to perform on
the different types of machines.
Today’s enterprise workers desire an
engaging, consumer-friendly
experience. They might not demand a
remote control, but they do want a
visually engaging way to navigate
through product and service catalogs.
Usability testing is highly
recommended.
IT seeks to provide a personalized,
user-appropriate catalog of IT services.
Each set of users may want their own
unique look and feel. Access policies
control which services are available to
each user and which ongoing
management functions each user is
allowed to perform against the compute
resources or applications under their
control.
It’s About the Experience
Self-service, personalized IT services can transform an IT organization by greatly improving business
results and enhancing enterprise customer satisfaction. A user friendly, cloud-based experience is a
productive and successful one too.
For your free copy of the 451 Research Cloudscape report:
Cloud Management and Automation, go to bit.ly/451CloudMgmt.