By shifting to this new operating model, businesses have significantly enhanced their Customer Experience, Speed of delivery, Business agility and Customer value. It sets them up with a robust platform on which they were innovating and differentiating with new products and services.
If I flip the switch and see how Enterprise Service Delivery (both IT & non-IT) within these companies are running today, they are still stuck in a traditional world – highly people centric, Reactive (Ticket/Alert driven), Siloed (technology/functional), Long lead times (SLA’s) etc. While Automation has picked up in recent years it has merely augmented people centric delivery and is focused on low hanging fruits or back-end processes. Enterprises have not re-imagined their service delivery business process in the Cloud and Automation age. This traditional service delivery model is slowing down and impacting their business.
‘A chain is only as strong as its weakest link’ – In Digital age, It is imperative for Enterprises to Virtualize, Productize their services and enable Zero touch delivery within their Enterprises to stay relevant and effectively enable their business. Service Delivery business process should shift from a highly intermediated to a dis-intermediated model to unlock Enterprise agility.
When businesses have successfully adopted Productization and Zero touch delivery for their end customers why haven’t they adopted it internally? What are the factors impacting the adoption? Please chime in with your thoughts..
