Certainty, Responsiveness, User delight and Value for money - new normal

Today IT is in a critical and tight spot is one of the most common starts to any article but that is what it is and this still implies, especially in post post pandemic world - wherein fostering innovation takes the center stage like never before. IT is expected to enhance user experience and delight and the way this is delivered is though embracing learnings, adopting cutting edge technologies and associated services, but with minimal resources and yet super efficient in meeting ever-increasing business expectations. For example workspace transformation is facilitating remote working culture and this is just the beginning and with VR and 5G forming the right eco system, could disrupt the industry forever opening amazing avenues for productivity focused transformation - building meta humans, just to term it so.

So far, many organizations have not been able to:

• Realize benefits as anticipated, from technology and services or both
• Creating efficient, standardized set of enterprise services are demand driven and dynamic in nature
• Consistent, sufficient ROI

Now, how to overcome the above to achieve the controlled speed of innovation?

New normal demands IT to be envisioned in way wherein everything is delivered as a service to help the businesses adopt "as a Service" economy model that is responsive, transparent and most importantly relevant. Service-led IT approach helps enterprises look at technology from a new dimension, which is completely business oriented and cost effective. This will enable enterprise IT to develop pragmatic transformation road maps to help them modify their existing services or adopt new services in business aligned manner. In this technology driven era, most of the organizations struggle to keep up with the pace of every changing technology market wherein technology adopting itself is the biggest challenge.

At the core of new world thought process resides 4 key service value drivers or characteristics - Certainty, Responsiveness, User delight and Value for money. These characteristics are important to quantify the value services are delivering to the business and he i refer to service as combination of technology, process and people in harmony. Enterprises utilize services which are delivered through enabling processes and technologies which can be categorized as Source, Consumption and Service management. Source encompasses all existing and upcoming technologies that are consumed by the business to avail certain functionality with desired performance. Consumption encompasses consumer/business who is utilizing the source and Service management ensures that the Source and Consumption are stitched together and are seamlessly operating and improving over a period of time. Be it Cloud, AI/ML, IoT, this perspective abstracts all to ensure the realistic adoption of existing and next generation services/technologies.

Further, if we look at prime service value drivers/characteristics i.e. Certainty and Responsiveness closely, they are better expressed and realized through the adoption ITIL and DevOps or similar frameworks ICT management because ITILs will primarily continue to contribute in predictability/strong practices and DevOps will primarily contribute in speed through automation/automated CI/CP processes. And for any CIO, optimal balance of these two value drivers is most critical because for technology transformation and when these two are in harmony, will result in increased speed and time to market with efficiency in a governed manner which is what todays ask is. And if meshed poorly, DevOps will create chaos within ITIL organization due to haphazard speed, or ITIL will hinder DevOps effectiveness due to hard coded controls so optimum balance is the key to begin with. Call it parallel run or transition of worlds, journey itself plays a big role and as important as destination like never before ,hence any rosy roadmap is a great direction to take, but doesn't tells you the exact way.

Net - Adopting to service driven culture is an imperative for success keeping in mind co-existence of old and new IT principles with optimum balance defining the path until we enter a new world bringing with best of both - age of Aquarius begins :)

Keep safe and smiling