ERP for end-user IT

Most, if not all, end-user IT roles in Service Management & delivery roles exist to provide some form of IT services to their users. Some of these roles provide administrative support on business applications, some provide workplace support (PC support, telecommunication services, network support) to the end users. Very often, IT folks are so busy with either fire-fighting or fulfilling business users’ needs, their own needs (automation) are neglected, leading to poor productivity and eventually, poor customer satisfaction.

CIOs and IT leaderships have come up with various methods to addressed this challenge through IT governance framework (includes Project Portofolio management, implementing ITIL processes, deploying system management tools like HP’s BTO, BMC’s Patrol and etc.

Typically these solutions requires significant financial fundings and hence are only available to sizable companies. So, what about the SME markets? Such firms typically have a small IT team (in many cases, 1 IT staff) to handle all IT matters. Also because of the lack of budget, spreadsheets becomes the most important tool for these folks.

What if there are more free tools (e.g. Spiceworks) or perhaps low-cost subscription-based applications catered to IT professionals to help them improve their work?

What kind of applications would be most-valued added? What business model will make these applicatble viable?

I look forward to hearing about your ideas