Digital Transformation – IT as the Exemplar

Digital transformation means so many different things. Before I start a conversation about the subject I like to understand where an organisations’ IT is today and their perspective on change. From a personal perspective, Digital Transformation is about customer enablement through self-service, automation of processes from front office through to back office, manufacturing/provisioning and e-bonding with suppliers. It’s also about using Cloud based technologies that can help accelerate Digital transformation and provide significant agility.

The IT organisation should be setting an example for Digital Transformation to the rest of the business. An area where this can be demonstrated is IT self-service. This should provide business users with an easy to use, personalised experience available on their device of choice (read smart phone) and largely provisioned using automated processes (involving both suppliers and internal groups). This should be the standard. If an IT organisation wants to demonstrate innovation in self-service they should be trailing automated agents that use AI to service chat and speech interactions.

Most organisations are falling short of the standard. However, it is not difficult to attain this level. It starts with understanding the IT service catalogue and publishing it to end users. Surprisingly this can be a quick win as automation can come over time.  We work with BMC Software who provide great UIs for self-service that are personalised and mobile first and typical initial deployments is measured in weeks not months. Once we have a catalogue automating provisioning from the front office, the  back office becomes an ongoing activity with some rich business cases. We can also then work with suppliers to define their service catalogue to IT as part of the normal catalogue process. This again has a strong business case in terms of supplier management, automation, agility and speed of delivery.

The great thing about undertaking a self-service initiative is that when other corporate departments see the progress they absolutely want to be part of it. Suddenly Finance, Facilities and HR all want to be on the self-service platform. This of course drives even more automation as services requested by employees (and customers) involve other departments.

So by instigating a self-service initiative the IT organisation can not only improve the service to its end users but also act as an exemplar for Digital Transformation within the business.

Gary Pruden

Follow me on Twitter: @GaryPruden3

By Daniel Swann