k2.fujitsu world tour india 2016-digital it-are we ready-bangalore

11
Digital IT: Are You Ready? Pre-requisites & Building Blocks of your Digital Journey Aniruddha Paul, October 2016

Upload: fujitsu-india

Post on 13-Apr-2017

48 views

Category:

Technology


0 download

TRANSCRIPT

Page 1: K2.Fujitsu World Tour India 2016-Digital IT-Are we ready-Bangalore

Digital IT: Are You Ready?Pre-requisites & Building Blocks of your Digital

Journey

Aniruddha Paul, October 2016

Page 2: K2.Fujitsu World Tour India 2016-Digital IT-Are we ready-Bangalore

Digital IT

2

Page 3: K2.Fujitsu World Tour India 2016-Digital IT-Are we ready-Bangalore

Event: Customized Cross-sell, Up-

sale

The insurer delivers the product to any

device/channel of Jay’s choice and offers

to continuously benchmark the product

against Jay’s lifestyle

The insurer proactively

contact Jay at multiple

touch points, secures

consent to the plan and also

offers health insurance

options that’s tied in to his

lifestyle and monitored in

real time.

Event: Social Media Conversation

Here’s Jay tweeting to

his friends and posting

on Facebook, excited

about his new baby

“I’m a

proud

Dad!!!”

An Insurance

Company

analyses this

conversation

along with

existing data to

offer a custom

plan

1. Big Data / Data Mining/Xsell

Event: Opportunity

2. CRM & BPM3. Devices & Channels

A well executed Digital IT strategy

will enable You to recognize an

unstated need as an opportunity,

and then digitally deliver a custom

offering, while tracking the entire

process end to end, till completion.

Voila, a Happy Customer!

Now that’sEasier!

Event: Continuous Digital

Delivery

What Does Digital IT Mean To You?

3

Today’s Digital IT = Ubiquity + Actionable Insight

Page 4: K2.Fujitsu World Tour India 2016-Digital IT-Are we ready-Bangalore

Tech StanceFrom mainline users of

technology to bleeding

edge innovators of

technology

Omni channel: Consistent customer conversations across channels

All devices/wearables: Be extreme in being wherever our customers are

Social: Embed ourselves into our customers conversations with empathy

Natural Language: Be more intuitive and life-like in our UX

Insightful Interventions: Structured and unstructured big data/AI based

analytics

IT Strategy

Component

What does it

mean?Examples of Execution Specifics

Tech

Execution

From Buy-over-Build

to Buy for Generic,

Build for Advantage,

Rent for

Experimenting,

Bursting out and

infrequent use

Buy: Typical generic enterprise services

Build: Customer facing functionalities

Rent: Security solutions, non critical apps, burst out volume, etc

Execution

Organization

From “Waterfall” to

Agile, with dedicated

Product + Process + IT

capacity and budgets

Business led, highly empowered cross functional teams, with

horizontal layers of business and technical architecture that

glue the teams together. Backed by DevOps and Zero Touch

continuous deployment

Step 4: Execute – Digital IT Strategy

What Does It Mean In Terms of IT Strategy?

Execution

Prerequisite

From a best-effort

basis IT & Ops Service

Delivery organization

to a rock-solid 24*7

Back Office

Application Transformation

Infrastructure Transformation

Service Oriented Architecture

IT Service Management Principles e.g. ISO20K/ITIL

Page 5: K2.Fujitsu World Tour India 2016-Digital IT-Are we ready-Bangalore

Prerequisites

5

Page 6: K2.Fujitsu World Tour India 2016-Digital IT-Are we ready-Bangalore

LOAP: Doing the Right, without doing the LeftExploit The New Without Renovating The Core?

Investment Priority Rank

BI/analytics 1

Infrastructure and Data Center 2

Mobile 3

ERP 4

Cloud 5

Networking, Voice & Data Communications 6

Digitalization/Digital Marketing 7

Security 8

Industry Specific Applications 9

Customer Relationship Management 10

Legacy Modernization 11

Collaboration 12

Renovate the Core

Exploit the New

Gartner: CIO Technology Priorities for 2014

Too often, organizations rush headlong to do the cool, new stuff without taking care to retool their core. The digital world is unforgiving. Example: Delta Airlines, August 2016

Page 7: K2.Fujitsu World Tour India 2016-Digital IT-Are we ready-Bangalore

Renovating The Core: Practitioner’s Playbook

Goal: Renovating The Core

Infra

X-form

SOA

App

X-form

Process and Procedures: ITSM

Underlying Transformations

IT Transformation Pre-requisites

1. Make SOA mandatory for new projects

2. Modernization calendar for old interfaces

3. Enterprise Arch view; not a project or change request view

1. Upgrade legacy apps2. Agile Delivery3. Continuous Delivery4. Zero Touch Deployment5. ITSM Tooling6. Supplier Alliances

1. Continuous Delivery2. Zero Touch Deployment3. Build extreme High

Availability capability4. ITSM Tooling5. Supplier Alliances

A. Service Delivery Processes1. Service Level Management2. Service Reporting3. Service Continuity & Availability4. Budgeting & Accounting for IT Services5. Capacity Management6. Information Security Management

B. Relationship Processes7. Business Relationship Management8. Supplier Management

C. Resolution Processes9. Incident & Service Request Mgmt10. Problem Management

D. Control Processes11. Configuration Management12. Change Management13. Release & Deployment Management

Page 8: K2.Fujitsu World Tour India 2016-Digital IT-Are we ready-Bangalore

The Broken Windows Theory

“Consider a building with a few broken windows. If the windows are not repaired, the tendency is for vandals to break a few more windows. Eventually, they may even break into the building…..”

- Wilson & Kelling, March 1982, The Atlantic MonthlyCase Study: New York City – Mayor Rudi Giuliani’s Zero

Tolerance Program towards “broken windows” –Applying it to IT Service Management and Renovation of the Core

The Broken Window in ITSM = Missed SLA

Page 9: K2.Fujitsu World Tour India 2016-Digital IT-Are we ready-Bangalore

99

Step 5: It’s an Organization Journey, not an IT Project! And Reaching The Promised Land

Core objectives: Transforming large legacy enterprise architecture into scalable, performant, manageable, granular applications and services

Key benefits: Separation of concerns, reuse, scale, manage, deploy without resetting and changing the world

Tools, Technologies and Approach:

1. Service Orientation (IaaS/PaaS)2. Containers (e.g. dockers)3. Events/messages (e.g. Kafka, Active QM, RabbitMQ, SQS)4. Horizontally scalabale databases (e.g. Cassandra, MongoDB)5. Single Page Web Applications (e.g. Angular, React)6. CI/CD (e.g. Bamboo, Jenkins, Ansible, Chef, Puppet)7. Open, agile, lean, DevOps culture

Credit: Igor Royzis, https://www.linkedin.com/pulse/breaking-monolith-igor-royzis?trk=prof-post

Page 10: K2.Fujitsu World Tour India 2016-Digital IT-Are we ready-Bangalore

Now

Future

1.

Transactional and

1-to-1

Conversational;

Many-to-Many

Customer Interaction

Standardized and

Inflexible

Differentiated and

Fluid

.

Process Approach

Operational Metrics

Customer Based

Metrics

Process Metrics

IT Driven Strategy

IT Vanishes Into

Business

.

Role of IT

Radical change in the

profile of front office

staff – from being

Customer Service

Representatives to

Customer Experience

Managers

Skilled in the use of

case management,

BPM and CRM tools

Backed by real time

systems and data

analysts

Consistent,

organization wide

implementation of

customer centric

metrics (e.g. NPS)

versus current focus on

TAT, SLA and defect

densities

New business process

job titles:

Business

Transformation and

Agility Leaders

Process Champions,

Modelers and

Designers

Data Analysts, Data

Scientists

Org

an

iza

tio

n Im

pa

ct

1010

1. 2. 3. 4.

Highly automated

processes

Highly configurable

processes

Real time analytics and

dashboards to manage

business processes

and exception mgmt.

Real time support to

front office or even the

customer, directly, for

exception mgmt.

Step 5: It’s an Organization Journey, not an IT Project!Digital is an Organizational Journey, not an IT Project!

Page 11: K2.Fujitsu World Tour India 2016-Digital IT-Are we ready-Bangalore

Thank you