Disruption or Disrupted. How Digital Transformation is changing IT?

Transcription

1 Disruption or Disrupted How Digital Transformation is changing IT?

2 Is there a Digital Transformation Leader in the house?

3 DISRUPTION

4 DIGITAL ECONOMY where IT IS THE BUSINESS

5 Change is Inevitable

6 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

7 How did we get here? Cloud apps - Mobile apps - Internet Systems - WAN systems - LAN desktops - Mainframe -

8 DIGITAL

9 Change or DIE! OK that s a little extreme! Change or become irrelevant!

10 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

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13 What is the physical constraint? Paper is not our competition.. filing is our competition Phil Libin Founder Evernote

14 THE BUSINESS OF IT HAS CHANGED Technology Systems Services Experience 1980s 1990s 2000s 2010s

15 SO WHAT DRIVES IGITAL TRANSFORMATIO

16 Revenue Growth Improve decision Making through Analytics 2% Create Better Customer Experiences Achieve Cost Savings 4%

17 Show me the DATA

18 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

19 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

20 Streamlining based on data analysis Improved efficiency Increased employee engagement Re-invest to Reduce waste Cost savings and benefits Enhance Customer Experience

21 What s happening around you in the industry & in your organisation

22 28% 2020 Digital revenue to increase by 80% Customer satisfaction is now a major metric to 54% CIO s 50% I&O organisations to deliver business value dashboards by 2020 currently 10% 88% of IT Executives believe ITSM is important to Digital Transformation.. organisations drive down volumes by implementing self-service Data from various sources: Gartner, Forrester, HfS, IDC More importantly they also believe ITSM is important to deliver other related digital programs Some facts & figures ITSM Market to see a compound growth of 7.78% Between In % Cloud 86% Mobility 83% Big Data 83% CIO s plan centered on using data to drive business past it s competitors

23 IT Project trends : Strategic Agile & DevOps Technology Complexity of systems Broadening Role of The trends: Project Manager (according to Gartner) AI & Machine Learning Smart Machines New IT Reality 3 Top Real world technology challenges: Platform Delivery (e.g. BYOD) Delivering at The Speed Of The Business Platform Strategy / Cost of ownership Most popular measures of successful technical deployments: Stakeholder Satisfaction User Adoption Successful technical implementation/quality IT Management trends: Digital Transformation Business Relationship Management Bimodal IT CIO challenges: Business Value Strategy Digital Transformation Leadership & Talent Management

24 Why does this affect you?

25 Our world is changing

26 20 th Century Efficiency Consistency Reliability Features Cheaper Better & Faster 21st Century

27 4% Achieve Cost Savings 45% Revenue Growth Improve decision making through Analytics 2% Better customer experience 25%

28 Service Management and The Service Desk

29 How does this affect you?

30 IT to TI

31 Are you ready to be a Transformational Innovator?

32 C o m p l e x Applications D e m a n d i n g U s e r s Au d i t s L i c e n s e Compliance C hange E x e c u t i o n S e l f S e r vi c e P l a t f o r m s Ac c e s s C o n t r o l v R i s k L o c a t i o n Ve n d o r M a nagement R a n s o m w are Lead Digital Transformation not like this!

33 There s a Better Way

34 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%

35 Picture 200x More frequent deployments Source 2016: State of DevOps Report

36 Envision 24x Faster recovery from failures Source 2016: State of DevOps Report

37 Imagine 22% Less time spent on unplanned work & rework Source 2016: State of DevOps Report

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39 Traditional vs. Agile ITSM Traditional ITSM Customer anyone not in IT PMO, Development, Ops 3 different groups Agile ITSM Company has 1 customer and they don t work here IT is not a department but a capability IT & the Business IT Projects Service Providers Stacked sets of functionality are published in a major release Incidents and outages are a detangling effort IT is the business Only business projects IT enables the Digital Strategy of the organization Small sprints of code are utilized to create change Impacts are quickly isolated and roll-back is performed if needed

40 Integrated IO capability

41 Requirements What s Needed What s Connected Project Management Build WATERFAIL Methodology Test What s broke What s Changing & by who Release Operate Resolve Who is using? What s not working Incident How did we fix it Pray Knowledge Management Source Control Test Management Event Management Incident Management

42 AGILITY

43 Enterprise Service Model for ITSM & DevOps Why Needed Service Health System How we improve Requirements Build Test How Connected What Could break Enterprise Service Model Who is impacted What s changing Resolve Incident Operate Release Enterprise Knowledge

44 Ivanti ITSM Attainment Levels 04 OPTIMIZED Leverage IT as a competitive differentiator 03 SHARED Transition IT from a provider to a partner 02 MANAGED Improve how work gets accomplished 01 INITIAL Improve work

45 Service Management & Innovation Management S e r v i c e M a n a g e m e n t I n n o v a t i o n 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 R e l e a s e C o n f i g PM EA 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

46 Show me some ATTITUDE

47 Digital Transformation & industry trends Why it affects you How it affects you What YOU need to do and when

48 In order to change you need to be really clear about where you want to be

49 Being clear is a Challenge

50 S t r a t e g y 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 Source: 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 Efficiency Hierarchy Low cost Legacy Who cares? Default to No Waterfall Service & Support 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 Innovation Collaboration High skill Cloud, mobile, apps Mission Critical Default to Yes Iterative (Agile) Relationship & Partner

51 S t r a t e g y 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 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 Efficiency Hierarchy Low cost Legacy Who cares? Default to No 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 Innovation Collaboration High skill Cloud, mobile, apps Mission Critical Default to Yes P r o j e c t m g m t B u s i n e s s m o d e l Source: Michael Krigsman / cxotalk.com Waterfall Service & Support Iterative (Agile) Relationship & Partner

52 I o T D e vops I S O P r i n c e 2 Bi- M o d a l C o b i t D i g i t a l I T I L S I AM Ag i l e E n t e r p r i s e S e r v i c e M a n a g e m e n t Our Buzzwords How do we manage like this! confusion

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54 The customers view of Digital

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60 The world of Digital Services

61 Business Relationship Management Service Desk Support Vendors & Partnerships Problem, Change & Request 2 nd & 3 rd Line Support Service Management

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63 THE BUSINESS OF IT HAS CHANGED & CONTINUES TO Technology 1980s 2020s Value Systems Services Experience 1990s 2000s 2010s

64 Define a strategy Build and execute a career plan Promote & Market your success Demonstrate your Value You are integral to the success of Digital Transformation

65 We run and transform the IT services of innovative, customer obsessed, life saving, world changing and education focussed organisations always delivering value.

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67 Disrupter Matthew Hooper ITSM Evangelist (781) Disrupted Damian Bowen Strategic Advisor +44 (0)