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IT Organization and Process Design

Define roles, create a new service center operating model, and develop processes to deliver IT as a service.

Users now hold their IT organizations to the same standard as external providers who deliver IT as a service (ITaaS). But IT struggles to achieve that standard. To get there, IT must move away from technology silos to a horizontal, “service center” model, because technology is not the key barrier they face—it’s the people, processes, and organizational structures that tend to get in the way.

So where do you start? You create IT service centers. And as they roll out, new roles and processes emerge to support key ITaaS functions.

First, you’ll need to define the key roles needed to support the service center model:

  • Business Relationship Managers work closely with business units to capture and predict what the business needs and communicate that to the rest of the operations functional areas
    • Service Portfolio Managers align the ITaaS service catalog with user needs and provide descriptions, pricing, SLAs, and a self-service portal for easy access to new services
    • Service Operations Managers responsible for day-to-day operations and ensuring timely delivery of services as they monitor, measure, support, and work to improve services

    In addition to business relationship and service portfolio management processes, there are seven additional ITIL-based processes that you’ll need to create to support these key functions: demand, financial, capacity, service catalog, and supplier management, as well as request fulfillment.

    From initial stages through the entire ITaaS lifecycle, EMC has a portfolio of services to bring about this transformation to a more agile and responsive IT.