One IT – 2

digital identity – core of One IT framework

in my opinion, this will be the core of the One IT transition. The entire experience that a user of IT experiences can be built around the digital identity and associated set of attributes.

The attributes that can be associated with the users digital identity can drive the entire spectrum of IT experience like – SLA to IT issues etc that has been committed to a user based on either his role in the organization of the type of IT user the employee is.

we can associate attributes which can define various experience parameters like:

  • name – John doe
  • business unit – sales
  • role of user – sales director
  • category of user – power usage
  • location – NA
  • attributes for access rights in enterprise applications (closely associate with attribute for the role) – Reviewer for SFA
  • etc etc

The figure below attempts to capture my thoughts on the relationship between a digital identity and the IT experience:-

identity to one-IT relationship

allocation of computing resources

i have seen that many enterprise provides  hardware/software and services based on the designation of a user/employee in an organization. most of the times it has little semblance to the way these users use IT infrastructure and services. i have seen managers who work on word/excel majority of their time have high end computing resources on their laptops than compared to the users who work on enterprise applications that are resource hungry.

it is usually observed that as you go up the ladder, the intensity of IT usage reduces in computing power but increases in the way flexibility of IT services is required for work.

there are other ways which, in my opinion, can also be used to allocate computing resources to the  users. instead of designation of the employee becoming the key criteria in defining the allocation of IT resources, we can identify the way a user makes use of IT, the criteria for the same and also have necessary SLA and services associated with such categorization.

a way of categorizing the user population on the way they use IT is given below:-

Type

Associated Identity Attribute (Type)

Executives

Platinum

Power Usage Employees

Gold

Medium Usage Employees

Silver

Average Usage Employees

Bronze

i have still kept executives as anyone with a ‘c’ at the start of the designations will always need to be treated above the rest of the pack ;-). (i have used power, medium for lack of creativity on my part but i hope the message is clear)

hardware standardization

starting from the basic infrastructure, most of the enterprises usually have standard hardware vendors when it comes to end user hardware like desktops/laptops. depending upon the enterprise vendor management strategy, i have seen that usually they have standardized on one vendor for each geo (one for NA and another for EMEA). for sake of discussion, presume it is IBM for NA and Dell for EMEA…

Geography NA EMEA
Hardware Vendor IBM Dell
  • i suggest categorizing of the users depending upon their nature of work for allocation of the necessary hardware to facilitate their work.
  • what i have observed in our customer interactions is that, the laptop/desktop hardware/models are allocated based on designations. hence one can find the sleek, high memory/processor laptops in hands of executives who work mostly on office software which can be a waste of computing resources 😉
  • so, instead of designations, an enterprise could identify a mechanism to categorize their users based on the nature of the work. for e.g – power users, office users and low end users or something as mentioned in the previous section.
  • hence across all business units across all geo’s all the users will fall under one of these pre-defined categories.
  • associate the identity of the user (login name etc) with the attribute which declares what type of user the person belongs to.
  • standardize the type of hardware provided to each category of users depending upon an user category attribute.
  • hence in the enterprise that i am using for this discussion, there will be three categories (four if you still treat executive management as another category different from the rest ;-)) of users irrespective of geo and business unit.

NA

EMEA

User Category Type

Hardware

Hardware

Power Usage Employees

IBM Laptop Model ZZZ

DELL Laptop Model AAA

Medium Usage Employees

IBM Laptop Model XXX

DELL Laptop Model BBB

Average Usage Employee

IBM Desktop Model YYY

DELL Desktop Model CCC

SLA for IT issues

usually in an enterprise, the users are categorized based on their designations or roles they are trusted with in an enterprise and the whole SLA around response and resolution time to an IT issues of a user is sometimes linked with the band or slab the users falls in. of-course IT team also respond based on classification of the problem severity (high, medium and low etc)

another way of defining response time can be based on the type of user (as discussed in previous section) or the application (SAP etc will evoke a higher response time than internet access etc)

SLA matrix – Role to User Type

sometimes, it also will make sense to have higher SLA for IT issues which is based on the business cycle of the enterprise. for example, for in retail vertical it will make sense to have more strict SLA and change freeze in billing or supply chain applications during holiday periods (thanksgiving, christmas etc)

more….next time…!

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