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Do you have the 11 core capabilities of a transformative IT operations strategy?


By Rich Schofield       Vice President, Product Management Technical and Support Services Dimension Data

Businesses going through digital transformation have to operate in two modes – they run the existing business, while creating a new, digital one.

IT support services need to be correspondingly bi-modal: they have to operate existing physical infrastructure as efficiently as possible, while acquiring the capabilities to operate the programmable infrastructure which the future digital business will run on.

But this doesn’t mean you need two sets of capabilities that can be delivered by separate departments or suppliers. You need one complete set of capabilities that can take you seamlessly from where you are now to wherever you may want to be in the future – especially if you’re not quite sure where that is yet.

At Dimension Data we call this a now-to-future IT operations strategy, and it requires 11 core capabilities:

1. Process efficiency
Standardise and automate as much as you can, or use a specialist service provider with broader experience who can standardise a wider set of processes.

2. Automation
Once you have gained sufficient experience to standardise processes, you can automate them. This increases process speed, accuracy, and helps ensure compliance and reduce risk.

3. Service integration
E-bond your service operations with your service partner and vendors, so you can exchange ticket information automatically and reduce time to react to incidents and restore services.

4. Economies of scale
Having – or having access to – economies of scale reduces the unit cost of IT service activities. Scale also brings richer analytics, enabling you to spot patterns, standardise, and automate processes.

5. Visibility
To see everything in your environment, you need a business portal with an intuitive interface, with single sign-on access to your whole environment, that’s accessible from any mobile device.

6. Analytics
Analytics will help you improve operational efficiency, identify opportunities for further automation, and do granular metering and cost-allocation.

7. Platform-based operations
Delivering IT operations using service platforms makes outcomes more standardised, repeatable, and reliable. It’s also essential to deliver services at the speed the future digital business will require.

8. Flexible service models
You need access to a continuum of service models that includes proactive forms of support service in which tactical control of operations is passed to a service provider, while you retain strategic control.

9. Programming skills
You can recruit and train to acquire the programmable infrastructure skills you need, or you can partner with specialist service partners, who tend to accumulate skills earlier in the adoption cycle.

10. Commercial options
Look for service partners willing to embrace risk-reward style contracts, which combine fixed, variable, consumption-based, and outcomes-based charges in a way that works for both parties.

11. Service operations roadmap
A service roadmap will help you plan which next-generation technologies you are going to adopt – and when – so you can prepare how you are going to support and manage them.

Benchmark your current capabilities here.

Take a closer look at the now to future IT operations Strategy

Download the infographic click below: