Service Catalogues can transform the mobility experience

By David Barclay, National Practice Manager, Data^#3

In the world of IT Service Management (ITSM), the concept of a Service Catalogue is widely understood. It’s effectively a list of available business and technology related services that users can access within an enterprise, allowing a degree of IT self-service to be introduced.

The Data^#3 framework for enterprise mobility takes the Service Catalogue concept to a new level by providing an aggregation point for mobile users to access, download and launch applications and services. Where it differs is in terms of context – i.e. who the user is, where they are accessing it from (on or off network) and on what device, delivering an appropriate user experience.

An ITSM based Service Catalogue is usually a very repeatable process and has controlled inputs, process and outputs. While there can be a degree of customisation in what services are available within a service catalogue, they typically don’t change much from user to user. They provide a consistent experience regardless of the identity or location of the user.

In the world of mobility and the Data^#3 framework, a Service Catalogue takes the concept of user identity and context into account and then aggregates all the corresponding applications in the business so they can be delivered to that user in an app store style experience. The most important point though is that it can be a different experience for different users: context makes all the difference.

The Service Catalogue can also be linked to internal IT services such as Active Directory and other core business applications, and specific tools can automate common IT tasks such as the creation of new users and changes to existing users.

For example, in an education environment, you can onboard new students automatically based on the course and the subjects they’re enrolled in. This is done by presenting them with the required applications, desktops and information they need, all accessed via a portal based on their entitlements.

When things change, for example if a student shifts classes, then their identity determines the new services they’re entitled to and the experience adjusts accordingly – the context in which the information is presented is determined by their identity. Security can also be stepped up according to this context. If they’re accessing information on campus, then it might utilise username/password authentication, but if they’re off campus it might automatically step up to 2-factor authentication.

As a result, the service catalogue experience in mobility is closely linked with identity and context, moving well beyond the service catalogue concept in ITSM.

Security around the Service Catalogue can also be integrated in a number of ways. The concept of application containerisation allows security to be wrapped around the application and then delivered via the Service Catalogue to the device. In the event the device is compromised, the application can be deleted. Further detail on security and access management is covered in a previous blog.

Ultimately though, a solid enterprise mobility strategy puts people first. The service catalogue then takes the complexity of IT away from end users, delivering the information they need in context and allowing them to have the best experience as their roles change, no matter how they choose to work.

To learn more about the Mobility visit https://data3.com/theanywhereworkplace/