The CIOs of the world are facing the pressure of running the show against the backdrop of reducing IT budgets. So much so, that CIOs need to rethink how IT infrastructure services are delivered. To be able to strike a balance between the hindrances created by legacy systems and leverage the advantages of new technology, the new model needs to ensure flexibility. The constituents of this new model should be able to adapt to the changing business needs. For this reason, there is a paradigm shift in End User Computing Services, such that they are able to address the growing consumerization and changing digital preferences.
Understanding in a real-world context
Consider a financial services provider, which aims to strategize the transformation of its IT landscape in the present economic scenario. If we consider the key business priorities, they would be:
- With the presence of legacy systems, increasing competition and strict regulatory compliance requirements, financial institutions aim for stronger business agility along with tighter security. The decreasing confidence in a traditional financial service provider calls for the Need For Business Innovation
- Financial institutions can no longer bank on reducing IT budgets to cut costs, they need to strategize cost reduction with both Short Term and Long term plans. This is, what we can call the Need For Cost Transformation
- With greater mobile and internet penetration, service providers plan to integrate all channels to be able to better interact with the customer. This calls for Need For Integrated Seamless Experience
Figure: The key business priorities of a traditional financial service provider
Enter – End User Automation
Automating end user services can help businesses align these key priorities with those of customer expectations in the following manner.
- Business Innovation: For business innovation, existing business processes should be re-examined and redesigned such that, certain standard procedures require minimum effort. For this, businesses can leverage Self Services, which automate data-intensive and computing-intensive tasks, improving response to real time business events.
- Cost Transformation: Self-Healing, which facilitates the automated identification and resolution of issues with end user systems, reduces the number of contacts to the service desk and the waiting/turnaround time of a service. This again provides staff and cost efficiency and can prove to be a stepping stone in the cost transformation story.
- Integrated Seamless Experience: By eliminating operational tasks, workload profiling and portability along with analytics can boost responsiveness to the customer, thereby ensuring superior consumer and end user experience.
Since it can directly or indirectly address the business needs, End User Management and Automation should be immediate, cognizant of resource usage profiles and enterprise-wide.