IT as a service: How to succeed as an IT broker
October 4, 2013
Grazed from TechTarget. Author: Karen Goulart.
Simplifying IT service delivery doesn’t mean going on autopilot Offering services should be intuitive and easily self-served, yes, but there must also be established mechanisms to fix problems or improve upon services, stresses Ian Clayton, senior vice president of operations at U.K.-based G2G3.
A common method for improvement is something IT organizations generally lack, he said — in part, because they do not regularly engage the business. "IT brokers need an engagement mechanism, so they can listen to changing needs and they can convert them into [the technology]," Clayton said…
Dave Bartoletti, principal analyst at Cambridge, Mass.-based Forrester Research Inc., believes the internal service broker concept for cloud offerings will work only if end users understand the concept themselves…
Read more from the source @ http://searchcio.techtarget.com/feature/IT-as-a-service-How-to-succeed-as-an-IT-broker