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Stakeholder Mgmnt - EUC & Service Desk (Who they are (Public face of…
Stakeholder Mgmnt - EUC & Service Desk
Who they are
Public face of IT
Vital to customer service delivery
Entry point for Requests
Often starting IT career
Wide range of technical ability
What they do
Resolve Incidents
Event Management
Resolve legacy issues - check maintenance, can we upgrade
Action Requests
Deal with randomness
Create order from chaos
Datacenter
What their priorities/motivations are
Customer First
High volume
Heavily targeted with SLAs
FTF
Request to Delivery time
What are the ITAM priorities for these stakeholders?
Deploy
License check
Serials
Black/white list
Operate
Upgrades
Meet user functionality requirements
Reclaim
Black listing
Retire
Hardware reclaim
Software reclaim
Stakeholder analysis
Low Power
Low Interest
But connected with many stakeholders
Have influence
Have ability to deliver improvements in Deploy, Operate, Retire
How do we align?
App Store
Automation
Virtual Agents
Workflows
Service Catalog
Orchestration
Improve manual processes
Serial number repository
Inventory Data
Entitlement Data
User Communications