Service Transformation in 2020
The pace of change in technology is having a profound impact in all areas of life and business. According to Gartner, two-thirds of directors see digital and technology disruption as their number one business challenge*. In the enterprise domain, IT departments are increasingly becoming an integral part of the business strategy as organisations try to find the right mix of traditional and digital capabilities in order to meet their business goals. IT departments must adapt their approach or be obsolete and they need the services that they offer to do the same.
Service Assurance – Quality of Experience vs Service Targets
In order to meet the changing expectations of organisations, Managed IT service providers, must undergo a shift in focus. The traditional “MO” of responding to requirements from their customers delivering, even exceeding, those requirements and revisiting at contract renewal will only serve to pigeonhole and eventually diminish the value they offer their customer in the future.
This in no way suggests that the traditional Managed Service delivery is dead. Far from it. However, the capability to deliver services in line with stated requirements and in adherence to industry standards such as ITIL / ISO standards are now the expected norm. Managed Service providers need to do this well with a well-crafted value proposition to earn the privilege to partner with progressive organisations.
From Completed tasks to Managed Outcomes
With rapid changes in technology, comes rapid changes in business and user expectations. Sometimes the requirements are changing before the ink is dry on a service contract and what was a realistic target at the start of the process is no longer relevant.
A progressive Managed Services provider will understand that a completed task or project is likely only one of many steps to reaching the business goals of their customer. Providers of IT managed services need to shift the focus from successful completion of projects and instead aim to create real value for customers by measuring their success against the customers progress on their larger roadmap journey.
“The partnership model not only delivers to a customer’s core requested requirements but also positions the service to enable the customer to overcome their future challenges”
From Service Delivery to Service Partnerships
An ever-increasing amount of IT departments within enterprise organisations are looking to partner to achieve their change and transformational objectives. One factor leading this trend is the rapid changes affecting an organisation’s Digital Transformation.
This trend has resulted in the need of Managed Services providers to shift from an emphasis of ‘’Service Delivery” to one of “Service Partnership’’, across multiple facets, in order to stay relevant and continue to deliver value for their customer.
The partnership model not only delivers to a customer’s core requested requirements but also positions the service to enable the customer to overcome their future challenges by advising, consulting and helping the customer to align technology with their business goals and then being able to partner on the transformation journey.
From a Service provider among many to an Integrator
Where a single supplier is not feasible to deliver to the needs of a customer, the preference is shifting to have a single trusted supplier take on the mantle of “integrator” and manage multiple technologies for the customer.
This allows for IT departments to pass the risk to the primary Managed Service partners but is also born out of the need to do so. Managed Services providers should be positioning themselves as an integrator for their customers to ensure the interconnectivity of services as well as quality standards across the organisations
User Centric Solutions
The influence and permeability of technology in our personal lives is invariably changing and evolving the expectations that consumers have of their IT services. The user is at the centre of all and their needs for: “Anytime & Anywhere”, “Flexibility & Agile” and “Simple & Easy”. Consistent support is a challenge that business IT must meet and in turn, is shaping the requirements being made of Managed Service partners.
For providers of Managed Service, the challenge and opportunity is to employ the latest technology trends – in computing power (Cloud, AI – Computer learning), automation of services, data analytics, mobile services (anywhere / any device access), to provide innovative service solutions. This ensures the organisation provides multiple access options including self-help, which speeds up resolution and reduces downtime, whilst simultaneously maintaining the personal touch and user focus.