Digital Transformation: Leading with “Digital Ready” Infrastructure
In my previous blog "Digital - At the heart of business transformation", I shared some learnings from our roundtable with IDC on the “ Digital Transformation: Leading with "Digital Ready" Infrastructure Management Services 3.0”.
We established that “Go Digital” is key for every business today, and CEOs are themselves driving the change. It is imperative for organizations to accelerate business velocity, improve IT economics for pre and post deployment and meet stringent SLAs at all levels. Lack of high reliability and availability, limited scalability and low performance of their technology infrastructure pose major impediments to stride in this direction.
Given that ‘Digital’ technologies directly impact how a business runs, learns and responds to changing internal and external factors in real time, continuity is of paramount importance. Continuous operations, enabled by superior technology that is able to continuously adapt itself to rapidly changing business needs while enables a continuous learning loop for the business ― is a necessary condition for business transformation.
CIO’s have imminent responsibility to not only keep the lights on, but also to partner closely with the business for developing and rapidly deploying technology enabled business models for business growth. Technology becoming central to strategy, CIOs have to also enable optimized consumption of technology for scalable, flexible and agile deployment of business models.
For CIOs, the game has become even more complex since it’s no longer just about hardware and software. For them, business is about the services that are being created, delivered and consumed. Services can be created and delivered using a complex network of service/software providers and under multiple delivery constructs (fixed or scalable). Unlike past, today businesses set the rules for consolidation and not the vendors.
CIOs need to act as orchestrators of services through proper service integration management, deriving continuously delivery through DevOps and enabling consistent customer experience across touchpoints. They need to induct a culture based on continuous Application performance monitoring for tracking user experience, service experience and business conversion.
IT infrastructure should become workload centric allowing direct contribution to how the businesses operate and perform in the world, and should be designed for agility, scale and optimization. With the digital movement, CIOs have been catapulted into a business driver role, and therefore even the KPIs through which they are measured, have changed. Some of the new measures of performance include soft measures like customer experience (at different touchpoints) and hard measures like:
- % of revenue generated from digital services and products
- Subscription based earning models
- Precision based KPIs for marketing – new customer acquisition through digital
- Employee engagement KPIs,
- And many more
The roundtable concluded with following views agreed by all participants:
- Change the way IT measures performance. Also focus on soft SLAs such as experience
- Cloud is no longer a technology, it is a delivery model along with business continuity planning
- Continuum has to be adopted as a lifecycle via DevOps to enable continuous business operations
- Well-orchestrated collaboration with business and vendor is key for CIO success