Traditionally, IT departments have always deployed enterprise solutions by focusing on the business problems first and secondly on the user needs. It is no surprise that most of the projects do not fetch intended business results due to low user adoption.
Information Technology started with data-centers being the focal point of service delivery. This was the time when companies mandated central IT departments to establish company-wide frameworks, processes, standards and protocols. IT systems were costly and required in-house implementation by a group of IT experts. IT services in the market were scarce, hard to procure and often difficult to implement. IT defined, designed and rolled out systems that mostly ended up dictating what the users could and could not do, and users were able to use only company provided phones and laptops.
Fast forward to today…
Cloud-technology has made IT services widely and easily accessible. Workday, Box, AWS, SalesForce.com, Office365 are some of the many ubiquitous services that require swipe of a card to procure. These cloud-based CRM, Collaboration, HRIS and Office productivity tools can be implemented in days if not in minutes. Add to this the plethora of smartphones and tablets that now have become devices of choice for users. This is also labelled as consumerization of IT where personal and business use of technology devices and applications are blending hassle-free.
Employees of all ages are bringing their own devices and software into the office, and cloud adoption is shifting computing workloads out of the enterprise’s data centers.
Yes, you guessed it right, the earlier methods of traditional IT approach are over..
Enter User-Centric IT…
Transformational IT organizations have realized the shift and have been re-thinking traditional service models. Such groups are designing new services starting with users at the center.
What is User-Centric IT?
User-centric IT model encompasses following principles:
- User-centric IT serves the business by empowering people
- User-centric IT adapts to the way people work, not the other way around
- People, information and knowledge must connect in real time
- Mobility is a work-style preference, not a device
- Security should be inherent and transparent to the user experience
With changing times, now most of the services either are or will be available in the cloud. Users will have freedom to choose and bring their own devices. IT departments will run less and less services internally and are aligned to rethink IT service models.
In the Future
According to Geoffrey Moore, Managing Director of Geoffrey Moore Consulting, “As the business world becomes increasingly digital, mobile and cloud-based, organizations must transform how they deliver IT. It’s no longer about the best or most cost effective technology stack – it’s about the technologies that make the information worker most productive. The user-centric IT initiative inspires this change, and as IT adopts this roadmap, users can access and share information faster, more easily and without barriers, thus leading to better business results.”
When companies will adopt user-centric IT models, it will bring fundamental change in the way businesses deliver IT services.
Implementing this new technology deployment model will lead to higher adoption, agility, and success.