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Vol. 1 No. 11 January 2003

Defining a storage services model

When I speak with IT managers, I constantly hear "Yeah, we're moving to an IT services model as soon as possible." But when I ask what this means, the details become sketchy. IT is great for building technical solutions, so it will also be great at building technical services, right? Wrong. There's a huge difference between a technical solution and a technical service. Technical solutions go through two phases. During the first phase, business and IT managers define requirements and develop a solution to meet these needs. Then IT takes over with design, implementation and ongoing management. In technical services, the relationship is different from the start. IT sells a bundled service (in this case, a storage service) to the business units, complete with an impending commitment to service levels, meeting future needs and continually reducing cost. A technical service is a cooperative effort between a customer and a service provider. To make storage services work, the storage services group within IT must complement its ...

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