One IT – 3

Service Catalog

so how do users subscribe to IT services. in many discussions that i have had with customers, there is a desire to have a standard menu like you have in restaurants where the users can opt for the services along with the SLA associated with the IT services and clearly see how much they or their business unit needs to spend to get those services. i am sure most of you have heard the concept of service catalog so i wont get into the details. Maybe at a later day I will ponder over the topic of service catalogs.

now most of the service catalogs in an enterprise are either flat (discuss various types of IT servcies) or centric around the role of the user.

in my opinion, the service catalogs can also be modified to include the attribute for the ‘type of the user’ in them so that the services can now also be subscribed and tracked not only by the role the person plays but also the intensity of the usage of IT resources.

a sample service catalog aligned with ‘user type’ categories can be developed on the following lines:-

redefined service-catalog

More thoughts to follow…(yawn!!!!!)

Utility Software Standardization

usually in an enterprise there are multiple os images that exist and the number of os images is usually tightly linked to the number of different end user hardware.

so in the context of the enterprise as mentioned in my previous post (One IT – 1), usually one can find os images for IBM laptops and for Dell each. at times, some organizations even have os images associated with the specific models of the hardware. hence you have enterprises which have a one os image for IBM T42 series and another for IBM T43 series of laptops.

under One IT, there can be an OS image with utility software bundled into it.

  • utility software can be defined as that minimum set of software solutions (like winzip, msoffice) and settings (default screen-saver etc) that will be used by all the employees of an organization irrespective of their designations and user type.
  • Since the hardware standardization is based on the category of type users across business units, in the enterprise i am using for reference, in all possibility, there will only be three images that will exist for each geo (3 for na and 3 for emea).




Power User



High User



Average User



Applications packages

based on the roles that exist in the enterprise, necessary application packs can be created. these are bundles of applications that a person of specific role would use in their day to day work in an enterprise. depending how diverse the enterprise application landscape is, there might be a requirement to have application packages for each business unit.

this, however does not deal with the rights within each application. i will touch upon that in the next section.

  • if there are 10 roles in a business unit, there can exist 3 sets of applications packs.
  • this is with an assumption that each individual role does not require a separate application pack. only the rights within an application will change as role changes. for e.g – at a junior level a person may access SAP for entering invoice details but at a senior level, the same person may access SAP for approving them with different set of rights.
  • hence for an enterprise with 10 business units, and with 3 application packs per unit, there will be a total of 30 application packs.
  • depending upon the role attribute associated with the identity of the user, the necessary application pack can then be installed on the desktop/laptop of the user using a service request process.
  • in the context of the enterprise i discussed in my previous post One IT – 1, it would mean having same set of application packages for NA and EMEA  for each business unit as shown in table below.


Business Unit 1



Level 1 to Level 4 Application_pack_1 Application_pack_1
Level 5 to Level 8 Application_pack_2 Application_pack_2
Level 9 to Level 10 Application_pack_3 Application_pack_3


Business Unit 2



Level 1 to Level 3 Application_pack_4 Application_pack_4
Level 4 to Level 7 Application_pack_5 Application_pack_5
Level 8 to Level 10 Application_pack_5 Application_pack_6

Access Rights

depending upon the role of the user as defined in the enterprise hr directory, necessary attributes will be associated with the user identity to define the kind of rights the user has in the enterprise applications. enough has been written on the subject of IAM or IDM so i wont elaborate on the topic.

however, the access rights management will be closely coupled with the identity framework mentioned in One IT – 2.

the role of a user in a business unit will define the rights the person has on the business unit level and corporate level applications. these rights will be tightly coupled with the users identity in the enterprise directory services to ensure the user has access to the same privileges irrespective from which part of the enterprise the user tries to access the application..

yawn!! more next time


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