5 Steps to Achieve Digital Readiness

February 3rd, 2016ITSM

5 steps to Achieve Digital Readiness

The pressure to become digital is increasing by the day and the focus on SMAC is almost a distant memory. And it was just yesterday that everything had to move to the cloud or we were doomed, and yet as our journeys take us around the world and we discuss this subject with our clients, while Digital is top of mind, there is still a very real issue that what we have today is not very digital, that we are still in a very analog mode in regards to many things in IT operations and support, and that the challenges to make this move are too big, daunting and expensive.

We don’t feel that way. We think it is possible to move forward, to start by making some critical investments and modernizations that create a tipping point to move the rest of the technology, processes and people in the right direction, and at the right pace of change.   No, it is not easy. Yes it will require time and investment. However, it’s 2016. It feels like 2020 and there is no going back, only forward.

To help get your thoughts organized and as a jumping off point, we have provided a simple 5 step plan and don’t be shy about reaching out to our team of experts to help you get your 2016 off to a great start.


Before you begin any journey, you need to have a realistic assessment of where you are at today in relationship to where you want to go, evaluating your current infrastructure and systems, and to look at your processes in terms of what has been automated and what is still manual.

Creating a formal benchmark of your current state provides you with the necessary information in which to plan your journey, the changes needed to be ready and to ensure that all vested parties are one the same page or map in this case.

Creating a strong service strategy is essential to not only moving in the right direction, it will serve as an ongoing compass to ensure you stay on the right path, are achieving a set of short term milestones and have communicated the journey ahead so that everyone is on the same page and is prepared to provide their inputs to the various steps required.

Remember, measure twice and cut once.


As you’re looking to become more digital, choosing the right service management platform to act as the central core to your operations is a very strategic decision.   The service management platform acts as catalyst for the centralization of information, actions and automation. It is the front end for requests and orders, the back end for automation and analysis.

Moves can be treacherous if not well planned out. Understanding what things can move with you and what should be discarded is often one of the toughest exercises. So remember, only bring what you absolutely need and look at things through a fresh and modern view, not one that is 5 years old.


As you standardize around a new service management platform, now is the time to take inventory of the other connected systems, to understand the total inventory of tools, how much is being spent in each area and how and if the systems are connected and the information is connected to automation.

Events should be linked to Incidents which drive Change and then are analyzed using Problem.

Communication should be via chat, be mobile and take advantage of crowdsourcing. Data should be collected and stored to be made available for analysis.

Review each of your Service Management disciplines in depth to take advantage of the full power of the platform; from integrated Change calendars, to IT Financial Management tied to Asset.

Let technology work for you.


Once you have the new digital service architecture in place it is time to apply continuous service improvements for operational gains, lean principles to remove waste and ensure that all service management processes have been optimized to take advantage of the new platform and information available.

Problem management should move to being predictive, change management becomes more DevOps in nature and creates a new culture of innovation.

Each service is reviewed for additional automation opportunities to remove steps, human intervention and time.

The Service Management Office begins to play a more strategic role as the organization shifts its mindset from one of being reactive and fighting fires to one of a service provider and thinking about innovation and service performance.


Now that you have modernized and have a strong digital service management framework in place we can look at opportunities to further digitize the business.

Using all collected data for advanced data analytics, total self-service support resolution, and completely automated service request and fulfillment are just a few of the opportunities.

Raising the bar on Service Level Management to view slow as the new downtime and how capacity management, application performance and end user analytics establish new benchmarks into service availability and performance.

The journey can be tough, full of scrapes and bruises, however the rewards for completion more than offset the hard work. Productivity for employees and IT teams will be increased, the visibility leaders and the organization have allows for quick decisions and the ability to take advantage of new opportunities for new services and revenue. Waste is removed from both the process steps and from the cost structure providing a strong competitive base in which to grow both revenues and profits.

Tags-   Applied Service Management Digital Business Digital Service Management IT Operations ITOM ITSM