View
2
Download
0
Category
Preview:
Citation preview
“The ability to digitally reimagine the business is
determined in large part by a clear digital strategy
supported by leaders who foster a culture able to
change and invent the new. “
Strategy, not Technology, Drives Digital
Transformation
MIT SLOAN Management Review
http://sloanreview.mit.edu/digital2015
How did we get here?
Mainframe -
LAN desktops -
WAN systems -
Internet Systems -
Mobile apps -
Cloud apps -
“Most managers think the key to growth is developing new
technologies and products. But often this is not so.
To unlock the next wave of growth, companies must embed
these innovations in disruptive new business models.”
- Clayton Christensen Harvard Professor and Author of Innovators Dilemma
What is the physical constraint?
“Paper is not our
competition..
filing is our competition”
Phil Libin
Founder Evernote
Revenue Growth
Create Better Customer Experiences
Achieve Cost Savings
Improve decision Making through Analytics 2%
4%
What is Digital
Transformation?
If I asked 10 of you in the room
what is Digital Transformation, I
would probably get 12 different
answers.- Ian Cohen
My answer to the question on
Digital Transformation is?
The ability to analyse and act on
data in a way that gives a more
streamlined
experience to the
……………..…….customer
Streamlining
based
on
data
analysis
Enhance Customer
Experience
Improved
efficiency
Increased
employee
engagement
Reduce waste
Cost savings and
benefits
Re-invest to
Data from various sources: Gartner, Forrester, HfS, IDC
2020
Digital
revenue to
increase by
80%
Some facts & figures
CIO’s plan
centered on
using data to
drive business
past it’s
competitors
80%In 2017organisations
drive down
volumes by
implementing
self-service28%
Customer
satisfaction is
now a major
metric to
CIO’s54%
50% I&O
organisations to
deliver business
value dashboards
by 2020 currently
10%
7.78%Between 2017 - 2020
ITSM Market to
see a compound
growth of
88% of IT Executives
believe ITSM is important to
Digital Transformation…………..
More importantly they also
believe ITSM is important to
deliver other related
digital programs
Cloud – 86%
Mobility – 83%
Big Data – 83%
Strategic Technology trends:(according to Gartner)
AI & Machine LearningSmart MachinesNew IT Reality
Real world technology challenges:Platform Delivery (e.g. BYOD)Delivering at The Speed Of The BusinessPlatform Strategy / Cost of ownership
IT Project trends :Agile & DevOpsComplexity of systemsBroadening Role of The Project Manager
Most popular measures of successful technical deployments:Stakeholder SatisfactionUser AdoptionSuccessful technical implementation/quality
TopIT Management trends:Digital TransformationBusiness Relationship ManagementBimodal IT
CIO challenges:Business Value StrategyDigital TransformationLeadership & Talent Management
3
Improve decision
making through
AnalyticsBetter
customerexperience
Achieve Cost
Savings
Revenue
Growth
4%
2%
25%
45%
Lead Digital Transformation…
not like this!
Change
Execut ion
License
Compl iance
Complex
Appl ica t ionsAudi ts
Ransomw areLocat ionVendor
Management
Plat forms
Demanding
Users
Se l f Service
Access Contro l
v R isk
“An organization’s ability to learn, and
translate that learning into action rapidly, is
the ultimate competitive advantage.”
Jack Welch
CEO of GE for 20yrs driving value 4,000%
Traditional vs. Agile ITSM
Traditional ITSM Agile ITSM
Customer – anyone not in IT
PMO, Development, Ops – 3 different groups
IT & the Business
IT Projects
Service Providers
Company has 1 customer and they don’t work
here
IT is not a department but a capability
IT is the business
Only business projects
IT enables the Digital Strategy of the
organization
Stacked sets of functionality are published in
a major release
Small sprints of code are utilized to create
change
Incidents and outages are a detangling effortImpacts are quickly isolated and roll-back is
performed if needed
Requirements
Build
Test Incident
Release Operate Resolve
What’sNeeded
What’sbroke
What’sChanging &
by who
Who is using
What’s not working
How did we fix it
Project Management
Source ControlTest
ManagementEmail Event
Management
IncidentManagement
KnowledgeManagement
?
Pray
What’sConnected
WATERFAIL Methodology
Service HealthSystem
Enterprise Service Model
Why Needed
Requirements
Build
Test
HowConnected
WhatCould break
Enterprise Knowledge
Incident
Release
Operate
ResolveWho is
impacted
What’schanging
How we improve
Enterprise Service Model for ITSM & DevOps
Ivanti ITSM Attainment Levels
01
02
03
04
INITIAL
MANAGED
SHARED
OPTIMIZED
Improve work
Improve how work gets accomplished
Transition IT from a provider to a partner
Leverage IT as a competitive differentiator
S e r v i c e M a n a g e m e n t
S e r v i c e O p e r a t i o n- S u p p o r t
- M a i n t e n a n c e
C h a n g e
I n n o v a t i o n M a n a g e m e n t
R e l e a s e
C o n f i g
P M
E A
D e m a n d
A u t o m a t i o n
V a l i d a t i o n
O p p o r t u n i t y
I d e a t i o n
Service Management & Innovation Management
Digital
Transformation &
industry trends
Why it
affects you
How it
affects you
What YOU
need to do
and when
T r a d i t i o n a l I T L e a d e r s h i p m i n d s e t
S t r a t e g y
D i g i t a l I T L e a d e r s h i p m i n d s e t
C u l t u r e
Ta l e n t
Te c h n o l o g y
U X e x p e r i e n c e
I T P h i l o s o p h y
P r o j e c t m g m t
B u s i n e s s m o d e l
Efficiency
Hierarchy
Low cost
Legacy
“Who cares?”
Default to No
Waterfall
Service & Support
Innovation
Collaboration
High skill
Cloud, mobile, apps
Mission Critical
Default to Yes
Iterative (Agile)
Relationship & PartnerSource: Michael Krigsman / cxotalk.com
T r a d i t i o n a l I T L e a d e r s h i p m i n d s e t
S t r a t e g y
D i g i t a l I T L e a d e r s h i p m i n d s e t
C u l t u r e
Ta l e n t
Te c h n o l o g y
U X e x p e r i e n c e
I T P h i l o s o p h y
P r o j e c t m g m t
B u s i n e s s m o d e l
Efficiency
Hierarchy
Low cost
Legacy
“Who cares?”
Default to No
Waterfall
Service & Support
Innovation
Collaboration
High skill
Cloud, mobile, apps
Mission Critical
Default to Yes
Iterative (Agile)
Relationship & PartnerSource: Michael Krigsman / cxotalk.com
Our Buzzwords…How do we manage
like this! confusion
Pr ince 2
Bi -Modal
IoT ISO
E n t e r p r i se S e r v i c e
M a na gem en tSIAM Agi le
Dig i ta l
DevOps
Cobi t
IT IL
Business
Relationship
Management
Service
Desk
Support
Vendors &
Partnerships
Problem,
Change &
Request
2nd& 3 rd
Line Support
Service
Management
THE BUSINESS OF IT
HAS CHANGED & CONTINUES TO
Technology
1980s
Systems Services Experience
1990s 2000s 2010s
2020sValue
Define a
strategy
Promote &
Market your
successBuild and
execute a
career plan
Demonstrate
your
ValueYou
are
integral to
the
success
of
Digital
Transformation
We run
and transform the IT services of
innovative, customer obsessed, life saving, world
changing and education focussed organisations
always delivering value…….
Recommended