Over the past two decades, advances in technology have triggered unprecedented changes across all aspects of society. In the business world, this tech-shift has created a context of constantly evolving customer and market needs. Developments in digital technologies, such as smart devices, the Internet of Things (IoT), artificial intelligence (AI) and blockchain, have disrupted and transformed markets at astonishing speed. The world as we know it today is volatile, uncertain, complex and ambiguous1. As a result, the strategies that once delivered deep market power and long-term dominance are no longer effective.
In a world that is constantly changing, the target state is no longer static, but ‘will constantly move as the wider context changes and evolves. In this paper, we will look at:
How organizations need to adapt their approach to strategy to survive in the current business context.
How adopting and embracing AgileSHIFT™ practices and principles can support them in this.
In many areas of work, there can be a conflict between doing the right things or doing things right. In an IT environment, doing the right things can be summarized in what the IT team decides to focus in order to achieve the business aims. This is the IT governance. When this has been decide, the IT team will focus on doing things right. In practical terms, this translates to how the IT team will carry out the task. This is IT service management.
The term ‘digital transformation’ is widely used by business and technology leaders, but it is worth pausing to reflect on what it really means, how it emerged and why it is important. This paper will use the fictionalized example of a mobile banking app to demonstrate the concepts of digital transformation.
Digital transformation has catalyze the growth of other technology-related ideas such as Agile IT, rapid application development, Internet of Things (IoT) and software defined infrastructure.
The results can be summarized as:
The time and cost needed to prototype, build and run technology-powered services has significantly reduced, lowering the entry barriers for new competitive threats and opportunities.
The cost for customers to change service providers has significantly reduced, which also reflects in lower barriers for change, therefore making markets more ‘liquid’ and enabling significant shifts in market share.
The ability of organizations to reach, understand, influence and adapt to changes in customer behavior has significantly increased, therefore improving the ability to create ‘mass personalization’ experiences through technology-powered services.
The popularity of social media and the reduced cost of switching has made enterprises susceptible to real-time customer sentiment.
The guiding principles and the continual improvement model are both important parts of the ITIL service value system (SVS) that are applicable to all of the other SVS components, ensuring that the SVS as a whole operates with integrity and agility.
The continual improvement model provides simple and logical steps for an improvement initiative of any scale, and the guiding principles help in this by supporting good decision making at every step of the process.
The seven ITIL guiding principles that can be used to guide an organization in all circumstances are as below:
Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Optimize and automate
Download this whitepaper to learn using ITIL for continual improvement in your organization.
ITIL is the most widely accepted approach to IT service management in the world. Organizations use its proven best practices to run their business from strategy to daily reality. Launched in 2019, the latest iteration of the framework is ITIL 4. ITIL 4 has evolved from the previous version by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams and digital transformation, as well as embracing new ways of working such as Lean, Agile and DevOps.
Few topics were discussed in this whitepaper:
The Service Value System (SVS) introduced by ITIL 4
From processes to practices
Ready for the digital age
The new certification scheme
Download this whitepaper to understand what and how will ITIL 4 will impact you and your business and how ITIL 4 certification enables you to understand a new way of looking at IT Service Management through a Service Value System.