I'm taking a brief break from my recent continuing diatribe about BPM first principles, to prepare for transition to a new job (which I'm thrilled to say will not affect my blogging for ebizQ), and to suggest that you might want to take a close look at a company called Autotask Corp.
As the name implies, the company's software is designed to automate a set of tasks. The set of tasks the company has chosen to automate are those used by providers of managed IT services to run their businesses. Specific processes and services supported range from management of customer relations, projects, and service desks to billing, dispatching, reporting, and time-tracking. And it's Web-based software as a service (SaaS), which means it's accessible from almost any browser-equipped, connected system Microsoft Windows-compatible connected device, optionally including handhelds, and it's available on demand. (No mention of Apple Inc. Macintosh or Linux support, but I'm sure these are coming - and will try to confirm same directly with the company.)
In addition, the company offers several other options, including the option of building other options, via its AutotaskExtend set of application programming interfaces (APIs), tools, and Web services. Autotask customers also have access to the AutotaskExtend Network (AXN), an online community and catalog of available Autotask extensions. (I'm a big fan of this approach, as exemplified by the Altiris Juice network, Salesforce.com, Inc.'s AppExchange and Apex Developer Network, and of course, the Java community pioneered by Sun Microsystems, Inc.)
Now, I understand that many if not most of you are probably not providers of managed IT services. However, I believe solutions such as those from Autotask can provide a wealth of information and market-proven experience that can help you to craft strategies for automating and managing IT operations and practices, whatever business your business is in. And given the flexibility and configuration options, Autotask can probably be put to work effectively in almost any IT organization, (And since free trials of the software are available, it's probably worth the exploration.) Also, the company offers numerous case studies and success stories at its Web site. These can help those of you leading IT and/or BPM efforts, too, by providing examples of how best to pursue initial deployments, and to "market" initial successes.
Every IT organization is increasingly called upon to act like a service provider or utility. In some cases, this actually means bidding and competing with outside alternative providers for enterprise projects. Whatever those of you responsible for such efforts can learn from those who are succeeding as commercial services providers cannot help but be helpful. At the very least, you should make sure that any IT service provider used or considered by your enterprise manages its business with Autotask or some similarly comprehensive and integrated set of solutions and practices.
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