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Epic Fail: 5 Reasons Self-Service ITaaS Portals Are Failing

  • Epic Fail: 5 Reasons Self-Service ITaaS Portals Are Failing-

    Wrong Customer

    Do you have the right audience focus?

    Most IT organizations design their self-service portal to appeal to a small subgroup of end users, such as application developers. These subgroups often represent 10 percent or less of the organization's total audience. That's the wrong approach and the wrong target audience for the first foray into self-service ITaaS portals. While meeting the needs of specific subgroups is important, IT should first focus the bulk of its portal efforts on meeting the needs of the other 90 percent of their organization.

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Epic Fail: 5 Reasons Self-Service ITaaS Portals Are Failing

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  • Epic Fail: 5 Reasons Self-Service ITaaS Portals Are Failing-2

    Wrong Customer

    Do you have the right audience focus?

    Most IT organizations design their self-service portal to appeal to a small subgroup of end users, such as application developers. These subgroups often represent 10 percent or less of the organization's total audience. That's the wrong approach and the wrong target audience for the first foray into self-service ITaaS portals. While meeting the needs of specific subgroups is important, IT should first focus the bulk of its portal efforts on meeting the needs of the other 90 percent of their organization.

In the age of cloud computing, much has been made of the changing face of corporate IT. Teams are no longer responsible for just a behind-the-scenes, keep-the-lights-on type of IT service. They now find themselves transforming to be a more customer-facing provider of streamlined IT services to end users. As such, IT as a service (ITaaS) has become a popular choice for closing the service gap between corporate IT and its more successful, public cloud counterparts.

With successful public cloud providers, customers access easy-to-use web portals with useful, self-service menus of available IT services. Corporate ITaaS has the same goal of creating self-service portals — complete with a menu of selectable, automated IT services. It sounds straightforward enough, but attempts at these types of ITaaS portals often end up falling flat. This slideshow shares five reasons why many self-service ITaaS portals just aren't working, as identified by Steve Nassif, senior manager of cloud service management, at Datalink.

About the author: Steve Nassif is Datalink's senior manager of cloud service management. He and his team work closely with midrange and enterprise companies to realize the benefits of cloud computing in their own environments.