Managing Complexity to Help Customers Manage IT

Technology by definition is designed to make life simpler, but in the era of cloud computing, compliance and more, technology can often add complexity to IT and business environments, causing end users to shy away from using the tools designed to make their lives, jobs and days easier.

The IT industry looks to correct this complexity problem with best practice frameworks such as the IT Infrastructure Library, or ITIL, but compliance demands by way of Sarbanes-Oxley or HIPAA just to name two, outpace even the most adept IT organization. That’s why pureSCM works to reduce the complexity its clients encounter when managing IT environments. By adhering to frameworks such as ITIL, COBIT and Six Sigma and coupling that know-how with service desk and other IT management solutions from CA Technologies, pureSCM makes smart IT practices attainable for any organization.

“One of the top issues I see customers facing today is complexity,” says Duane Fox, CTO at pureSCM. “When a client decides to implement a compliance solution, either by regulation or just the desire to meet a best practice, it can be a challenge to provide a solution that is not too complex. An end-to-end ITSM solution will often involves multiple disparate applications. One of the challenges I see with our customers is implementing an end-to end ITSM solution.”

For pureSCM, this complexity shouldn’t impede its clients’ adoption of technology or implementation of best practice frameworks. And while in a previous era, IT providers could have been accused of delivering some technologies for the sake of the technologies, today’s cloud and other service providers realize there isn’t time, money or energy to waste on technologies that don’t provide results quickly. With a bevy of cloud services providers competing for client’s business, pureSCM realizes it has to build solutions that address and hide the complexity IT organizations face today – or customers won’t use their services.

“We really have to be mindful and provide quality architecture and architecture options to our clients. You can produce the most compliant solution in the world, but if it is so complex that a user can’t use it or won’t use it or won’t adopt it then, in my mind, it is just as broken as if it didn’t work to begin with,” pureSCM’s Fox says.

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Do cloud services provide simpler means to achieving your IT organization’s ITSM goals? Have you implemented best practice frameworks such as ITIL or COBIT to help streamline IT service management? Please let me know via Twitter @DDubie.

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Denise Dubie

About Denise Dubie

Denise Dubie (@DDubie) is Principal of Strategic Content in CA Technologies Thought Leadership Group. She is charged with creating content relevant to today’s most pressing technology and business trends for industry leaders and IT professionals. Prior to joining the company in 2010, Dubie spent 12 years of her career at Network World, an IDG company, covering the IT management industry and all of its players (including CA Technologies and its competitors) as well as high-tech careers, technology trends and vendors such as Cisco, HP, IBM and Microsoft. As Senior Editor at Network World, Dubie also authored the publication's twice-weekly Network and Systems Management Alert newsletter and contributed to the Web site's Microsoft Subnet blog. Before IDG, she served as Assistant Managing Editor at Application Development Trends, managing writers and the monthly publication's production process. Dubie started her professional journalism career as a Staff Writer/Reporter at The Transcript, a small daily paper in Western Massachusetts.
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