Digital Ingenuity

It is official. All service providers are or soon will be going through some form of digital transformation. As you begin to transform be sure to take into consideration the Values of DevOps, Agile Service Management, Lean and ITSM. They each have beneficial results and each dovetail together to ensure that the service provider can move fast, change on a dime to meet dynamic requirements, and also be able to deploy into an antifragile stable environment. Business transformation can appear to be daunting. Sometimes it is somewhat of a labyrinth, involving a constant need for collaboration and engagement between customers, business partners and Information Technology functions. All are required for proper strategic vision and operational execution. That is likely not news to you. We KNOW that is required and yet there are many service providers that still today need to bridge the gap between Business, Development and Operational teams. When setting expectations for a Digital transformation prepare for disruption. Disruption, in this case, is exactly what you want to see.

Status quo will not get us there. Creative, forward-thinking individuals will need to step up and lead the charge to set visions that will disintegrate the existing landscape and replace it with new possibilities that are boundless. Tactical plans will follow only if we help our IT professionals and practitioners with digital dexterity.

A 2017 Gartner Report indicated that ”Digital dexterity efforts must align with enterprise architecture to coordinate strategic plans, organizational goals, business outcomes and capability models that span IT and related business initiatives. In a similar vein, digital dexterity efforts are most successful as part of a sustained digital workplace program that boosts employee engagement and agility through a more consumerized work environment.

We examine below the four elements of building a sustained commitment to deliver digital business results via workforce digital dexterity. These elements are:

Talent — Designing digital literacy initiatives that recognize, and build on, individual personalities, interests, skills and roles.

Planning — Building a sustainable operational strategy for digital dexterity.

Culture — Creating a workplace culture that values and rewards digital dexterity initiatives.

Tools — Exploiting a variety of digital dexterity education services.

Digital ingenuity is required by service providers to integrate a cohesive effort. The reality is that communication, education and collaboration will trump every other aspect of a digital transformation. If you are not seeing results today perhaps it is time to consider such a strategy and promote digital ingenuity with a digital workplace education program.

For more information Educate & Inspire

Comments

The Four Ps of Service Design - It’s not all about Technology

People ask me why I think that many designs and projects often fail. The most common answer is from a lack of preparation and management. Many IT organizations just think about the technology (product) implementation and fail to understand the risks of not planning for the effective and efficient use of the four Ps: People, Process, Products (services, technology and tools) and Partners (suppliers, manufacturers and vendors). A holistic approach should be adopted for all Service Design aspects and areas to ensure consistency and integration within all activities and processes across the entire IT environment, providing end to end business-related functionality and quality. (SD 2.4.2) People: Have to have proper skills and possess the necessary competencies in order to get involved in the provision of IT services. The right skills, the right knowledge, the right level of experience must be kept current and aligned to the business needs. Products: These are the technology managem

What Is A Service Offering?

The ITIL4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group . As a service provider, we can’t stop there! We must know what the contracts of our service offering are and be able to put them into context as required by the customer. Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include: Goods, Access to Resources, and Service Actions Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods. Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you. You the consumer own these and they are yours to take with you. Note: Goods may not always be provided for every Service Offe

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you. Roles and Responsibilities: Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance. Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the

Search