The repair shop uses a set of integrated resources-physical, technical, and human-to deliver services that facilitate the outcomes. He uses these resources to perform acts on your behalf that deliver an outcome that you deem to be valuable, such as a tune-up. These are delivery approaches that may be important to IT efficiency and scale but are not factors that have meaningful impact on digital business transformation.įor example, when you go to a mechanic, he doesn't offer tools as a service or mechanic as a service. Two examples are infrastructure as a service (IaaS) and software as a service (SaaS). Traditional IT concentrates almost exclusively on resource-centric services. Start with an outside-in approach: Focus on outcomes Here's how we did it-and what you can learn from our experience. Your customers shouldn’t need to wait on project-driven deployments to advance their business processes. So, for example, if you offer a set of configurable services-the application, an email service, and a support desk, for instance-your users should be able to mash up those self-service offerings, transform their processes, advance their cause, and go faster. You offer these services through an experience such as an enterprise service marketplace powered by a service management automation platform, and then let the business move at its own pace.ĭigital business is all about speed. That manifests itself as an IT organization that continuously delivers services that your consumers can use individually or can bundle together.
That's an essential part of any digital transformation roadmap. The more you can shift IT from project-driven to consumption-driven, the faster the business can move-and the more agility your business will have. If yours is like most IT organizations, it satisfies 80% of its customers' needs in this way the rest it delivers through a self-service interface.īut to support a digital business, where the application is the product, IT leaders need to concentrate on inverting that approach.
IT receives the requirements, engineers build to the specifications, and multiple processes come together, packaged as a project, to deliver systems and services that run the business for users. In traditional business, advancements largely depend on the speed of IT deployments.
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