In my role at VMware, I have the privilege of meeting with CXOs from federal, state, and local governments. At some point during these strategy meetings I direct the conversation towards the topic of ITaaS:
Me: "Don't you want to run IT more like a business? You know, provide IT-as-a-Service (ITaaS)?"
Client: "Well sure…but what exactly is ITaaS and how will it help us?"
Me: "You know, it's providing IT services… delivering IT via a service model…. like, order a server and BOOM it's there."
Client: "Gee thanks, now get out!"
Thankfully that's not how most of my conversations go. My point is that it's easy to tell a CIO she or he should provide ITaaS to the agency. The hard part is trying to explain, in detail, the features and benefits of ITaaS in the context of the agency's needs and mission.
US Federal CIO, Steven VanRoekel, states government needs to "Shift the mindset from IT as an asset to IT as a service and streamline delivery channels." But let's take a step back. Before we talk about shifting IT from an asset to a service, I think we need to define and agree upon what a service is. In my opinion, a great service (any service, including IT) should exhibit, at minimum, the following characteristics and features:
- Provides discreet and tangible value: Hiring a butler to do any domestic chore you want, when you want, is not a service. Hiring Merry Maids to perform a scheduled bi-weekly cleaning of your house is.
- You pay for the value of something, not the something itself: Buying a lawn mower is not a service. Having the neighbor's kid mow your lawn on a weekly basis is as service.
- Delivered through a "frictionless" request and fulfillment process. Going into a furniture store - waiting for a sales rep to help you - loading the sofa into your truck - driving it home - and smashing it down your staircase into the man-cave is not a service (believe me, I know this firsthand). Ordering a sofa from Amazon with the "white-glove" delivery option is a service (again, I happily know this firsthand).
- Shields you from underlying details of the service: Buying and assembling a table from IKEA is not a service (it's the punishment you receive for dancing on your previous table at your last party). Buying a table off Amazon with the "white-glove" delivery option is a service. (Yes, I'm an Amazon fanboy)
- It's easy for you to understand the cost and value of the service: Claiming you will save a bunch of money by switching to Gecko car insurance is not a service. Showing you a side-by-side cost comparisons of Gecko's policy to your current policy is a service. Better yet, also showing customer satisfaction levels and claim resolution times compared to industry averages is an even better service.
- Provides guarantees and/or warranties: "My son Jimmy will do his best to mow your lawn every week, but he gets real busy and forgetful in the summer." is not a service. A contract stating your lawn will be mowed every Wednesday between noon and 5pm, and that the clippings will always be removed is a service. Offering a free mowing if clippings are not removed is a very good service.
- Prevents provider lock-in: Requiring you to sign up for a three-year cable contract, using only XYZ's DVR is not a service. Offering streaming video on any device with a pay-by-the-month, cancel anytime offering, is a service.
Again, just my opinion of what defines a great service. I don't think there's a standard definition, especially with respect to ITaaS. Maybe your understanding or expectations of a service are different. If so, I'd appreciate your input and feedback at mstockwell@vmware.com or @mstockwell.
In my next blog entry, I'll discuss the seven service characteristics in the context of IT, that is ITaaS.
Thanks!