Digital Is Changing The Nature Of Service Support Strategies

With the transformation to a digital service focus, IT operational as well as IT vendor and sourcing leaders must change how they build new services, combining internal/external teams that provide expertise and support. Moreover, multi-sourcing is becoming the norm for many organizations that are today at the third or fourth outsourcing generation contract. Organizations need to craft a modern service integration and management framework (SIAM) to ensure end-to-end consistency of the IT value chain and manage the 'intersections' in a multi-sourced environment. How are cloud and digital changing the nature of service design strategies?

Digital is transforming the industry and organizations today need to rethink the way they are developing and supporting IT services in order to achieve even higher business outcomes.

The objective today for an efficient IT organization is to help its clients and businesses to pinpoint emerging opportunities and provide value while harnessing the full power of digital. In particular, IT organizations have to demonstrate how to bring value through the service portfolio to achieve the desired business outcome.

The cloud has become a major element in a company's digital strategy and journey. Indeed, the cloud is a critical asset which can bring agility across the supply chain (scale up / scale down), while reducing risk and management complexity. This is why the organizations that are furthest along their digitalization journey are those which have integrated a cloud strategy to build on as they grow and evolve across their digitalization curve.

However, 'integrating cloud' should be understood at a macro level. We are not only talking about the contractual aspect only (and the possibility to rely on cloud providers' assets), but also about topics such as orchestration, automation, and provisioning, to name a few.

Service integration and management (SIAM) supports the new world of digital

Given the fact that multi-cloud is also the new normal, there is a need to see these activities ensured across different providers, either external but also internal (e.g. when we are talking about hybrid IT).

In order to ensure the most predictability in the way services will be provided across the cloud, IT needs to ensure it will achieve seamless end-to-end service outcomes with a single point of accountability in the multi-sourced cloud environment and act as a cloud aggregator with necessary cloud management/automation...