The need for IT Service Catalogs and Service Portfolio Management is clear. The perception persists that IT operations are a cost-center rather than a strategic business partner delivering value to the business. In fact, according to a recent survey by CFO magazine, 48 percent of CFOs reported poor alignment between IT and business needs. And according to another survey, 43 percent of employees are dissatisfied with the quality and responsiveness of IT service delivery.
Business decision-makers expect financial transparency, consistent and predictable service quality, and visibility into the business benefits provided by IT. CIOs and IT infrastructure executives must answer fundamental questions like "How can we tell if what we spend on IT is reasonable? How does IT deliver value to the business?" Employees expect higher levels of service and demand more IT service options to support them in their jobs. Frustrated by their interactions with IT, they complain "Why is IT so difficult to work with? Why does it take so long for a simple request?"
To address these challenges, newScale's market-leading Service Portfolio Management solutions focus on providing a common platform for IT operations to communicate and interact with its internal customers — addressing the needs of both business executives and end users. As defined in the recent "Cool Vendors in IT Service Portfolio Management and IT Service Dependency Mapping" report by Gartner, Inc. analysts Kris Brittain, Deb Curtis, et al., March 30, 2005, Service Portfolio Management solutions are designed to:
- "Document the catalog of standardized IT services, along with their standard, supported architectures, and contracts with internal and external service providers
- Automate the process workflow for ordering and delivering IT services, including task definition and dissemination
- Report on service quality and costs"
With newScale RequestCenter® and newScale AlignmentCenter™ solutions, together with pre-built Service Catalog content, newScale enables IT organizations to become more business-oriented and customer-focused — resulting in increased internal customer satisfaction, improved IT-business alignment, greater operational efficiency, and reduced service delivery costs by 30 percent or more. The key components of the newScale Service Portfolio Management product family include:
For more details, please go to our Product Library to read the newScale RequestCenter Overview and newScale AlignmentCenter Overview Data Sheets.
