Over time, organisations can accumulate scattered “digital pockets” that can be impossible for anyone to manage effectively. In my discussions with Nordic CIOs and other top IT management, many tell me they are worried about their organisations’ capabilities to ensure a centralised, stable, and continuously developing operating environment for their services.

Here I will present four essential capabilities I have seen successful companies utilise to ensure they avoid disjointed pockets from forming. These capabilities – individually and combined – form a solid foundation for companies looking to succeed in the 2020s and beyond.

Service Integration and Management, SIAM

A service value chain is usually formed and supported by a wide variety of actors, such as a selection of external partners and various internal teams. To make sure this precious chain stays intact, an organisation needs Service Integration And Management (SIAM). Service integration handles the running of various ecosystems and thus frees up resources and energy for development. Many companies have begun to realise how central SIAM is for the management of their Business Technology. SIAM also sets the pace for and controls the other capabilities I will list next.

Artificial Intelligence for IT Operations, AIOps

Digitalisation is as much about new kinds of consumers for digital services as it is about new kinds of digital technologies. AIOps is an umbrella term for smart automation, robotics, and artificial intelligence in delivering and maintaining services. Deploying AIOps can help keep costs down despite ever-complicating technology and an ever-increasing amount of users. It will be an indispensable capability in Business Technology management in the coming decade.

Data Analytics

As the amount of individual events in service production multiplies, comprehending their causes and effects without additional aid becomes nearly impossible. Data analytics can bring invaluable information based on analysis of various dimensions of events. When used properly, analytics can assist in decision-making aimed at for example decreasing through-put times, increasing customer satisfaction or cutting overheads.

Business Technology Management Tools

Whoever owns the processes and the data, gets to steer. In managing Business Technology, the ownership of the management tool becomes highly important. Several companies have realised the centrality of this question and claimed the ownership for themselves. They understand that utilising SIAM or data analytics to their fullest potential is not possible without this element.

How to get a headstart?

I am well aware that instilling and developing these four capabilities can sound like an immense task. But I urge you not to worry: these capabilities can be achieved one piece at a time. The first step is to evaluate your organisation’s current situation: how well are you handling each of these right now? This helps you to prioritise and build a roadmap that suits your organisation’s particular goals. And for those who have already gotten further, the systematic development of these capabilities never ends.

About the author

Pavel Haimi works as Business Executive at Sofigate. He has more than 16 years of experience in managing and developing IT and digital services at various companies in Northern Europe.

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