SERVICE on demand


Digitalisation and consumerisation of IT is causing a dramatic change in the way organisations use and consume IT resources. To respond to the rise of shadow IT and the speed of change in the business, CIOs are looking to develop IT as a Service (ITaaS) capability and transform the role of IT within their organisations.

With ITaaS, technology resources and services can be deployed to support the business as and when needed, allowing IT to provide the necessary governance throughout the process and evolve from a tactical role to a strategic one. It allows on-demand self-service for technology resources according to established policies, in an environment that can be controlled and monitored in a holistic manner.


With ITaaS there are no imposed boundaries between internally owned computing resources and external cloud resources. This creates the opportunity for new technology models utilising private, public and hybrid clouds, so careful consideration needs to be given to which of your workloads should be residing in which cloud service. With this new operating model, end users will consume IT in a very different manner, via the use of a self-service portal, offering a catalogue of options which are relevant to them.

People and process

In an ITaaS environment, the IT department must engage with the business to discover which services they need and align them appropriately. Processes need to be reconfigured to manage tasks such as service aggregation, integrations, contracts and service level agreements. People’s roles and responsibilities will change, along with the skills required to manage and monitor external service providers and provide effective service brokering.


With a clear strategy and holistic view of IT resources, the services portfolio can be more effectively governed to provide appropriate security, sovereignty and procurement measures. This new model provides much needed transparency of costs, assisting the business in realising maximum benefit.