Post on 13-Apr-2017
Digital IT: Are You Ready?Pre-requisites & Building Blocks of your Digital
Journey
Aniruddha Paul, October 2016
Digital IT
2
Event: Customized Cross-sell, Up-
sale
The insurer delivers the product to any
device/channel of Jay’s choice and offers
to continuously benchmark the product
against Jay’s lifestyle
The insurer proactively
contact Jay at multiple
touch points, secures
consent to the plan and also
offers health insurance
options that’s tied in to his
lifestyle and monitored in
real time.
Event: Social Media Conversation
Here’s Jay tweeting to
his friends and posting
on Facebook, excited
about his new baby
“I’m a
proud
Dad!!!”
An Insurance
Company
analyses this
conversation
along with
existing data to
offer a custom
plan
1. Big Data / Data Mining/Xsell
Event: Opportunity
2. CRM & BPM3. Devices & Channels
A well executed Digital IT strategy
will enable You to recognize an
unstated need as an opportunity,
and then digitally deliver a custom
offering, while tracking the entire
process end to end, till completion.
Voila, a Happy Customer!
Now that’sEasier!
Event: Continuous Digital
Delivery
What Does Digital IT Mean To You?
3
Today’s Digital IT = Ubiquity + Actionable Insight
Tech StanceFrom mainline users of
technology to bleeding
edge innovators of
technology
Omni channel: Consistent customer conversations across channels
All devices/wearables: Be extreme in being wherever our customers are
Social: Embed ourselves into our customers conversations with empathy
Natural Language: Be more intuitive and life-like in our UX
Insightful Interventions: Structured and unstructured big data/AI based
analytics
IT Strategy
Component
What does it
mean?Examples of Execution Specifics
Tech
Execution
From Buy-over-Build
to Buy for Generic,
Build for Advantage,
Rent for
Experimenting,
Bursting out and
infrequent use
Buy: Typical generic enterprise services
Build: Customer facing functionalities
Rent: Security solutions, non critical apps, burst out volume, etc
Execution
Organization
From “Waterfall” to
Agile, with dedicated
Product + Process + IT
capacity and budgets
Business led, highly empowered cross functional teams, with
horizontal layers of business and technical architecture that
glue the teams together. Backed by DevOps and Zero Touch
continuous deployment
Step 4: Execute – Digital IT Strategy
What Does It Mean In Terms of IT Strategy?
Execution
Prerequisite
From a best-effort
basis IT & Ops Service
Delivery organization
to a rock-solid 24*7
Back Office
Application Transformation
Infrastructure Transformation
Service Oriented Architecture
IT Service Management Principles e.g. ISO20K/ITIL
Prerequisites
5
LOAP: Doing the Right, without doing the LeftExploit The New Without Renovating The Core?
Investment Priority Rank
BI/analytics 1
Infrastructure and Data Center 2
Mobile 3
ERP 4
Cloud 5
Networking, Voice & Data Communications 6
Digitalization/Digital Marketing 7
Security 8
Industry Specific Applications 9
Customer Relationship Management 10
Legacy Modernization 11
Collaboration 12
Renovate the Core
Exploit the New
Gartner: CIO Technology Priorities for 2014
Too often, organizations rush headlong to do the cool, new stuff without taking care to retool their core. The digital world is unforgiving. Example: Delta Airlines, August 2016
Renovating The Core: Practitioner’s Playbook
Goal: Renovating The Core
Infra
X-form
SOA
App
X-form
Process and Procedures: ITSM
Underlying Transformations
IT Transformation Pre-requisites
1. Make SOA mandatory for new projects
2. Modernization calendar for old interfaces
3. Enterprise Arch view; not a project or change request view
1. Upgrade legacy apps2. Agile Delivery3. Continuous Delivery4. Zero Touch Deployment5. ITSM Tooling6. Supplier Alliances
1. Continuous Delivery2. Zero Touch Deployment3. Build extreme High
Availability capability4. ITSM Tooling5. Supplier Alliances
A. Service Delivery Processes1. Service Level Management2. Service Reporting3. Service Continuity & Availability4. Budgeting & Accounting for IT Services5. Capacity Management6. Information Security Management
B. Relationship Processes7. Business Relationship Management8. Supplier Management
C. Resolution Processes9. Incident & Service Request Mgmt10. Problem Management
D. Control Processes11. Configuration Management12. Change Management13. Release & Deployment Management
The Broken Windows Theory
“Consider a building with a few broken windows. If the windows are not repaired, the tendency is for vandals to break a few more windows. Eventually, they may even break into the building…..”
- Wilson & Kelling, March 1982, The Atlantic MonthlyCase Study: New York City – Mayor Rudi Giuliani’s Zero
Tolerance Program towards “broken windows” –Applying it to IT Service Management and Renovation of the Core
The Broken Window in ITSM = Missed SLA
99
Step 5: It’s an Organization Journey, not an IT Project! And Reaching The Promised Land
Core objectives: Transforming large legacy enterprise architecture into scalable, performant, manageable, granular applications and services
Key benefits: Separation of concerns, reuse, scale, manage, deploy without resetting and changing the world
Tools, Technologies and Approach:
1. Service Orientation (IaaS/PaaS)2. Containers (e.g. dockers)3. Events/messages (e.g. Kafka, Active QM, RabbitMQ, SQS)4. Horizontally scalabale databases (e.g. Cassandra, MongoDB)5. Single Page Web Applications (e.g. Angular, React)6. CI/CD (e.g. Bamboo, Jenkins, Ansible, Chef, Puppet)7. Open, agile, lean, DevOps culture
Credit: Igor Royzis, https://www.linkedin.com/pulse/breaking-monolith-igor-royzis?trk=prof-post
Now
Future
1.
Transactional and
1-to-1
Conversational;
Many-to-Many
Customer Interaction
Standardized and
Inflexible
Differentiated and
Fluid
.
Process Approach
Operational Metrics
Customer Based
Metrics
Process Metrics
IT Driven Strategy
IT Vanishes Into
Business
.
Role of IT
Radical change in the
profile of front office
staff – from being
Customer Service
Representatives to
Customer Experience
Managers
Skilled in the use of
case management,
BPM and CRM tools
Backed by real time
systems and data
analysts
Consistent,
organization wide
implementation of
customer centric
metrics (e.g. NPS)
versus current focus on
TAT, SLA and defect
densities
New business process
job titles:
Business
Transformation and
Agility Leaders
Process Champions,
Modelers and
Designers
Data Analysts, Data
Scientists
Org
an
iza
tio
n Im
pa
ct
1010
1. 2. 3. 4.
Highly automated
processes
Highly configurable
processes
Real time analytics and
dashboards to manage
business processes
and exception mgmt.
Real time support to
front office or even the
customer, directly, for
exception mgmt.
Step 5: It’s an Organization Journey, not an IT Project!Digital is an Organizational Journey, not an IT Project!
Thank you