Enterprise Service Management

Enterprise Service Management
What are your thoughts on SaaS management platforms (SMP)?

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Benchmark study on IT Service ManagementBenchmark study on IT Service Management

When it comes to ITSM, how does your organization benchmark against your peers? In this study, we help you evaluate how you stand on the top 13 key areas of ITSM.

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Do you know all of the devices on your network?

Top Answer : Knowing everything on the network and where they were was a big thing at a number of the other companies I ran, and it was poorly done in some cases. You started to need to air gap things off but if you air gap, it's going to be even more difficult to find some of those things on the network.  None of the companies that would allow me to do that let me find all the things on the network and what they were dealing with. And then the engineering networks would say, "You can't get in there. We're separate," but then some of the things would come from the engineering networks first. So it was a big issue. That's why I actually started doing more microsegmentation. I won't say I was an Enterprise Certified Netware Engineer (ECNE), but I do remember some of that stuff. I literally had some of the group walking around with laptops into these segmented areas to do some of the testing, because that was most effective.

Can over-provisioned access become a major concern for your cloud security posture?

Top Answer : I've been preaching that we need to limit the access an individual has. We used to call it role-based security, but it was always a pain because your role changes and nobody notifies you until they say, "I'm doing a special project for the CFO, so I need this access." But I'm always surprised when you go into these enterprises as a new employee and they give you access to 15 applications. And you don't even know what most of them are but you’re told, "Don't worry, you'll figure it out." In a couple of years you've only used 3-4 of the 15 but still have access to all 15 and get notifications about them. Why do we keep doing that to ourselves? We should go much smaller and say the only thing you have access to is email and maybe 1 other thing to do your job, then you request access if you need anything more. But even that access is limited in what you can do because that reduces another footprint and another vector.

Corporate ApprovalsCorporate Approvals

This report was created to help over 200 IT Executives understand how corporate approvals were being carried out today and to highlight the key painpoints across IT departments.

What strategies should IT departments maintain focus on to provide internal customers with great service?

Top Answer : It’s about removing friction and barriers. One way we did that was shipping you a laptop—when you open it up out of the plastic you get that cool feeling. When you turn it on and put in your credentials, suddenly it recognizes that it's you, and all your birthright apps, etc., are already there. If you can produce magic like that, especially at scale, that's like marketing. It sends the message that we care about experience and we care about your time. And if you do need to call IT or get help, then it’s because you have an actual question, it’s not: "How do I set this up? How do I get on Slack?” It's all just magically there. When you double down on those experiences, you don’t have to say, "Hey, we love customer experience and it's in our DNA," you just see it. You see the quality in an Apple product or the ease-of-use of a Tesla and without necessarily marketing, it becomes viral.

Do enterprise companies place more focus on internal customer service than startups?

Top Answer : The IT and the technology at Uber was next level—I used to complain about the engineers that would complain. You could walk up to IT and get your problems solved on the spot no matter what. We had amazing technology and I've been at a couple of companies since where that was not the case. Some startups are not customer-obsessed from an internal aspect. They preach “we're open and then we’re closed,” but it's not really that way. If you don't understand your customer and you're not customer-obsessed, people will solve their problem in other ways. That's what's happening right now for several companies and it's just hard to reign that in unless you're really solving that problem.

Open for comment - what division (or aspect/project) of your IT organization has the greatest human capital constraints? ... Dev? Security? Innovation? Other?

Top Answer : That is a good question in the federal government it’s not always the human capital restraints it’s the regulations and compliance restraints which are there for a reason that are hard to meet. I would suggest to anyone reading this who wants to work or sell their product to a federal agency to educate themselves on what federal requirements your product or service needs to meet in order to even be considered. For example, cloud services as a IaaS, PaaS, or SaaS has to be FedRamp approved. I know this isn’t exactly what your asking but it may provide knowledge in other areas that could be restraints.