Are Your Services Digital Ready?
Author(s): Andrew Harsch, Posted on December 18th, 2015
To keep pace with the increasing demands to become a more digital business, IT organizations need to have the foundational digital service management pillars in place to create, launch, secure, manage, analyze and restore digital services via strong strategy, governance, intelligence and automation.
Time is money, whether launching new services, fulfilling orders, improving performance and engagement or reacting to predictive intelligence. The ability to create, enable and deliver these capabilities to the rest of IT, to your internal associates and to your clients will determine your future success and survivability.
From SecOps to DevOps and all the operations in between, you need the operational insight to assess your current environment and capabilities, rationalize, modernize, optimize and then digitize your IT investments to create a digital services factory capable of new innovation, cost optimization and engaging user experiences.
We have created these four questions as a litmus test to gain some quick insight into where you are at in being “Digital Ready”. Have a quick run through these and let us know what you think and where you are at.
Are your services:
- Do you still provide services “the old fashioned way” by forcing people to phone or send emails to a help desk, or can they go online, from the device of their choice and order goods and services, request access to key applications and services, request IT or facilities assistance, interact with communities of knowledge?
- If you are providing a rich and engaging user experience to your clients, both those internal and external, you are rapidly falling behind in being able to offer, track and support your clients and you mobile and increasingly digital workforce.
- A strong security mindset must permeate through all areas of your service delivery framework, from the mobile end points allowing access to key applications and services for both clients and associates, to monitoring, managing and protecting all internal assets from unauthorized access, damage and theft, knowing first where your assets are, how they interact with each other and authorized users is the first step in securing your organization.
- After identification you need to assess the vulnerability of these assets to unauthorized access, how do you track and manage that access and are their technical vulnerabilities that need to be managed. The next step is to evolve to a totally secure framework that has security at its very core and not as an afterthought, to view data as early warning indicator of potential threats as well as a confirmation of your secured services.
- If your fulfillment, actions and information exchange still relies heavily on emails and phone calls, now is the time to move to a more automated way to work. Identify areas for automation that can include completely automated tasks with no human intervention such as password resets, requests for common software, access to application and services to service restoration tasks such as reboots.
- Requests and orders should be handled by automated workflows which not only increase the speed of fulfillment, they provide a more consumer based way for requestors to review status instead of taking up valuable time of subject matter experts to provide status updates.
- Acting by Intuition instead of insight is really taking a stab in the dark or trying to find the preverbal needle in the haystack. Today’s modern service management framework can provide you the necessary insight to view status, performance and perception of all your services, systems and areas of engagement.
- The days of reviewing reports that were generated and sent via email and reviewed at the end of a quarter have now been replaced by real time dashboards providing insight into key operational metrics and status, of having visual information that identifies trends, impacts and potential areas of opportunity in real time and to be able to go beyond single data streams to analyze multiple areas for new opportunities.
Unisys can assist you in transforming your organization, establishing a digital service management strategy and integrating the various parts of your existing hybrid IT landscape creating a cohesive, agile and secure service digital service delivery framework.
We will start by taking these key questions and working with our team of digital strategists and architectures, evaluate your current status and create a transformation roadmap to quickly evolve yourself from an analog world to take advantage of the new digital generation era.