In today’s digital age, companies must change how they think, work, and interact with customers, partners, vendors and suppliers. Digital transformation is happening everywhere and it’s imperative to keep up. However, with the increasing level of complexity that accompanies the fast-paced, cloud-based digital world, staying ahead of the game requires going back to basics—that is, implementing a solid IT Services strategy that aligns with customer satisfaction, operational excellence and IT agility. Are you ready to do business in a digital way?
By definition, IT Services refers to “the application of business and technical expertise to enable organizations in the creation, management and optimization of or access to information and business processes.” IT Services Management is the implementation of IT Services that meet customers’ needs, and is usually performed by the IT service provider through an appropriate mix of people, process and information technology. According to stormid blog, Brian Solis, a principle analyst at Altimeter Group explains digital transformation best, as “the realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touch point in the customer experience lifecycle.” Therefore, one (digital transformation) is not possible without the other (IT Services).
Digital transformation is an intensive process that begins by basically building a new organization from scratch. In order to do that, the following items must be utilized: the latest digital technologies and tools; best practices and emerging next practices in terms of process and business architecture; and lastly, optimal use of the first three things—to empower the people who work for you; have them spend less time on organizational work and more time on collaboration, imagination, and the adoption of change.
The first step towards digital transformation is to make it the core concentration of your agenda. Secure senior management commitment and support, and set clear ambitious targets; define goals upfront, plan out important tasks, and set deadlines. Targets are needed for to build value and remind employees why the old ways of doing things were inefficient. Digital transformation is not cheap, and will likely require a significant amount of time and money—secure your investment to get the ball rolling.
It’s easy to launch a new initiative – but harder to see it come full-circle. Start with ‘lighthouse projects’ such as customer service activities, or the redesign of a certain process. Appoint a launch team and get organized. Give your employees the power to build their capabilities—skills and systems will need to be amplified. Ultimately, your company will need to adopt a new operating model that will change the way you work.
Challenges are inevitable, and unfortunately, there is no set rulebook to guide you. Companies must learn as they go and figure out how to apply the lessons learned as they continue to scale. Basically, they must build a new rhythm in their business that reflects the new reality of the industry in which they’re operating.
Is your company looking to make a digital transformation? Start your plan now – and read our latest white paper, Planning in an Uncertain World, to help kick-start your journey.
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