To meet the needs of the next-generation workplace, you will need to define the workplace and the cloud services, improve the end-user experience, ensure compliance and security, and maximize cost efficiency. Here is how core management technology can help.
Service Catalog with ITIL Compliant Processes for Lifecycle Management
The service catalog should address as much the underpinning infrastructure services as the consumable workplace services for virtual and mobile devices. The service catalog is core to every aspect of the lifecycle. This reaches from the definition of the workplace services to the entitlements, support, controls,costing, and charge back. Only if the platform can ensure that all activities relate to the service catalog definition will you be able to drive adoption and performance based on end-user satisfaction. Without this integration, the delivery time for new services will get elongated to weeks when the user community expects instant results.
The Self-Service Portal and the App Store
The portal technology required to publish all the new services — based on the organization, roles, workplace profiles, and collaboration groups —is now coming much closer to a Web store, with one-to-one marketing capabilities. The recommendation engine is expected to help the users to gain instant productivity at a low administration cost, thanks to the social commerce concept. The portal should be considered not only for service activation and entitlement, but also for service access to gain process integration. It should also delegate to group owners the authority to on-board internal and external services.
Cloud Lifecycle Management with Operations and Capacity Management
The key to security is in the ability to manage multi tenant desktop infrastructure in the cloud. This capability comes with a cloud management platform supporting virtual, multi tenant data Centers. This means that the provisioning can handle all the complexity of the network configuration and manage the resource pools and assignments based on dynamic resource requirements. To enable this, the platform must embed best-in-class monitoring with dynamic baselining and intelligent alarming to feed the service management process.
Cloud lifecycle management is enhancing the end-user experience by providing a self-service, one-stop shopping experience with profiling based on user behaviors and collaborative experiences. It monitors the quality of service the user receives throughout the lifecycle.
From Discovery Capabilities to Dynamic Workplace for Desktop Transformation
A company with 100,000 users might have hundreds of different desktop configurations. When moving to virtual desktops, it is now quite common to use technology to automatically discover those configurations and launch activities to rationalize them to a manageable number. But the time for a static configuration is over as users look for extreme flexibility. The path to the dynamic workplace is not through some technologies composing a desktop on the fly, as this is constraining the users to some pre-defined behaviors.
In the new, consumerized world of IT, where users mix professional and personal usage, one expects that users can pick and choose the business and personal services that they want to be activated on their virtual desktop from the service portal. For example, a large insurance company is enabling their users to decide on the social network apps they want, so they can engage with the most appropriate tools with their business partners, in the different geographies...
The technologies above, architected and integrated, make up the workplace service management platform. This platform is actually a natural extension to Business ServiceManagement (BSM) for Cloud. This approach can enable the next generation workplace to meet the user demands in an industrial landscape.
Eric Blum CTO - EMEA VPBMC Software
This posting is part 3 of 3 from a series.