Digital Transformation
I have been tracking a still largely unheralded phenomenon: ITSM teams in many organizations are evolving to take a leadership role in helping all of IT become more efficient, more business aligned, and ever more relevant to business outcomes. Indeed, an ITSM 2.0 is emerging that’s radically different from its inherited, reactive past in ways that are sometimes predictable but more often surprising ...
A new survey by CA Technologies – Keeping Score: Why Digital Transformation Matters – demonstrates the strong connection between business performance and the technologies and practices that underpin digital transformation, yet reveals a significant opportunity for growth. The global study of senior level business and IT executives study further revealed that deepening adoption of practices such as agile, DevOps, API management and identity-centric security boosts business impact by up to 52 percent ...
A recent survey sponsored by Unisys Corporation shows a strong commitment among executives to adopting a digital business model, with the cloud as the key enabler ...
Today’s native digital generations prefer to work on digital channels versus in-person channels. This ongoing trend has given rise to improvements in customer service, where interactions are delivered across multiple digital channels, ranging from social channels like Twitter and Facebook to text and voice communications. However, there is still more work to be done to unify these platforms more seamlessly ...
Business leaders looking to improve the quality of their customers’ digital experience agree they do not know where to start, according to research published by Actual Experience ...
New joint research from EMA Vice President Dennis Drogseth and Julie Craig, Research Director for Application Management, spans advanced IT analytics, operational transformation, ITSM-operations integration and APM, and will examine all these technical dimensions and more, as they relate to optimizing the digital experience from both an IT and a business perspective. We will combine forces to examine digital experience management in all of its technical, organizational, process and business implications as they increasingly span the walls dividing today’s IT markets and organizational boundaries ...
While service catalogs are not new, they are becoming increasingly critical to enterprises seeking to optimize IT efficiencies, service delivery and business outcomes. They are also a way of supporting both enterprise and IT services, as well as optimizing IT for cost and value with critical metrics and insights. In this blog, we'll look at how and why service catalogs are becoming ever more important both to IT organizations and to the businesses and organizations they serve ...
A recent study conducted by Bizagi revealed that 79 percent of businesses with high levels of digital change cite changing customer expectations as the key driver for transformation. But that transformation is no easy task. Only 25 percent of businesses globally are highly agile, revealing that there is room for improvement across regions when it comes to incorporating fresh strategies and processes ...
Today's IT managers and engineers have an incredible arsenal of powerful tactical tools; APM, NPM, BSM, EUEM and the list goes on. The strength of these tools, their narrow, bottom-up focus, is also the cause of a real problem for businesses. These narrow tools miss issues that stem from the hand-off from one node or application to the next. The monitoring tools can't see the data falling into the gaps ...
Cloud is no longer a new topic for IT, or for IT service management (ITSM). But its impact on how ITSM teams work, as well as on how IT works overall, has probably never been greater. Leveraging EMA research on the future of ITSM and on digital and IT transformation, this blog looks at data relevant to the impact of cloud on ITSM teams and addresses the following questions ...
Application performance levels too often fail to meet the needs of the business. This creates what I call a "performance gap" – a widening gulf between the needs of business and what IT is able to provide (or not) to meet those needs. The business impacts include more unhappy customers, contract delays, missed deadlines and lost revenue. So in Part 2 of this series, let's examine the four key elements any organization can address today to bridge this gap ...
The IT organization can do more than oversee the ad hoc adoption of new technologies like cloud computing, mobile, big data and social media platforms. IT has the opportunity to drive an executive-led, enterprise-wide strategy that leverages technology to improve business processes. That means moving away from IT's traditional role of maintaining systems and troubleshooting users' problems to offering services that improve users' productivity levels and spur revenue growth. That's a significant change, so your first question is likely along the lines of, "What are the first steps to creating this digital transformation strategy?" This three-part series will answer that question ...
By neglecting digital workforce transformation, companies are failing to build the capabilities they will need to succeed in an era of digital disruption, according to a new report, Workforce Transformation in the Digital Vortex, from The Center for Digital Business Transformation ...
"Tell me what to expect with APM of the future." I'm sure this is a question on the minds of many people who manage the performance of critical business applications. APM is fundamentally changing. Traditional rules and requirements don't apply anymore. Adapting to changes in the industry, APM needs to focus on 3 distinct areas ...
CEOs have underlined that growth will be their top business priority for 2016, according to a recent survey by Gartner, Inc. The 2016 Gartner CEO and senior business executive survey found that despite indications that the global economy is struggling in early 2016, CEOs do not plan to significantly change their priorities. After growth (54 percent), the second and third business priorities are customers (31 percent) and workforce (27 percent) ...
IT and business professionals in the US and Europe understand the value of adopting a digital business model but struggle to find the best way to engineer it to deliver the greatest value to employees and customers, according to new research from Unisys Corporation ...
IT and business executives agree that digital transformation and the use of hybrid clouds are key to competitive success in the digital age, according to a new study conducted by IDG Research Services ...
I thought I’d begin the year by making some predictions about what to look for in 2016 in the area of IT service management (ITSM). In addition, I thought I’d add a little color by placing some personal bets about the likelihood of real progress in each area in 2016. Feel free to share your own thoughts on these. If you’re more accurate than I am (which could easily transpire), I promise to celebrate your insights in December 2016 ...
In research done in 2015, Enterprise Management Associates (EMA) looked at changing patterns of IT service management (ITSM) adoption across a population of 270 respondents in North America and Europe. One of the standout themes that emerged from our findings was the need for the service desk to become a more automated and analytically empowered center of authority across IT as a whole. Rather than casting the service desk as a reactive, low-tech bastion of ineffective customer interaction, the data outlined requirements for a much more dynamic ITSM team — a team that could govern decision making and automate actions in dialog with operations, development, and business stakeholders ...
EMA surveyed 306 respondents in North America, England, France, Germany, Australia, China and India about digital and IT transformation. The goal was in part to create a heat map around just what digital and IT transformation were in the minds of both IT and business stakeholders. One of the key lessons learned was that digital and IT transformation really do go hand in hand and both require a laser focus on obtaining the highest level of service performance and user experience ...
EMA has just completed some new research on "Digital" and "IT Transformation." Our goal was to discover what the truth really is surrounding these critical (and sometimes overused) terms. We will be sharing some of the highlights of this research on September 30 ...
The effect of digital disruption on business has the potential to overturn incumbents and reshape markets faster than perhaps any force in history, according to a new report released today by the Global Center for Digital Business Transformation ...
With more consumers on mobile devices and connected across social channels, customers have become more empowered and in control of their relationships with brands. For many companies, the only way to grow their revenue is to become customer-obsessed. By examining their current business approach and transforming their strategy to digital, organizations have the opportunity to better align customer experiences to their initiatives that drive the top line. While shaping a digital strategy around customer metrics is a top focus for organizations, its execution requires both business and IT teams to collaborate and consistently deliver experiences using the underlying technology performance. IT failures due to infrastructure, third party services or the customer’s environment are common sources of reduced engagement and business disruptions. A recently study by Forrester Consulting — Mind the Gap: A Study of Digital Strategy and Alignment Between Business and IT — found that 78 percent of respondents in the line of business do not believe their organizations have the performance capabilities needed to inform a digital strategy now or in the foreseeable future ...
