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Devoteam itsmf 2021 - from business automation to continuous value-driven innovation



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The race for enterprise business process digitalization is raging. IT is often left behind as enterprise budgets for innovation are shifting towards business teams.

During this session, we will present the challenges and our field-tested approaches to catch-up and how to take this opportunity to create new app factories. All the while using low-code and RPA platforms.

You will discover how to capture business demands, and create an operating model for your IT department to stay in control of the applications being deployed, while bringing value at speed.

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Devoteam itsmf 2021 - from business automation to continuous value-driven innovation

  1. 1. Creative tech for Better Change 1 FROM BUSINESS AUTOMATION TO CONTINUOUS VALUE-DRIVEN INNOVATION Arnaud Delcroix & Stefan Lodewijckx - October 2021 and presents How to use modern development platforms to transform your enterprise
  2. 2. 2 1. Problem statement - why do anything ? 2. Our Vision 3. The approach 4. How to realize 5. Some examples 6. Conclusion Agenda
  3. 3. 3 3 why do anything ? Problem statement 1
  4. 4. 4 In today's world, companies are facing constant challenges. Digital Transformation is pushing to modernise their processes, consolidate their legacy applications, and move the the cloud for more and more services. While doing that, they are still expected to be efficient, more customer-minded, and even make cost savings. This trends accelerated again due to the pandemic impact Context
  5. 5. 5 Engage in Business Automation Fact 1 45% of current paid activities can be automated by today’s technology, an equivalent of $2 trillion in total annual wages. 72% of decision-makers say AI will enable humans to focus on more meaningful work. Fact 2 Fact 3 31% of businesses have fully automated at least one function
  6. 6. 6 Business can now connect directly to vendors and solution providers IT is bypassed In parallel... The IT department is now expected keep control of ● The delivery ● The quality ● The costs ● (Multi-cloud) Application Dependencies ● ... Problem Statement
  7. 7. 7 Our Vision 2
  8. 8. 8 Business Automation seeks to enhance agility, increase efficiency, optimize employee productivity and upgrade customer experience. Is a concept incorporating technology and methodology to build automated processes that were previously fully or in part executed manually by human employees. Relying on digital platforms and their tech ecosystem, business automation leverage a new generation of enterprise-grade software automation tools. Business Automation
  9. 9. 9 Our Vision: Make use of existing framework and experiences ©Axelos Modern Enterprise Service Management and Low-Code development platforms allow us to make use of the best practices developed in the field of (IT) Service Management and apply them to new scopes on the business.
  10. 10. 10 10 The approach 3
  11. 11. 11 Low Code Building an automation - factory Value Creation Idea’s Services Build innovative Apps and solutions Perform Efficient Digital processes and services Combine Domain knowhow and Handson Business Subject Matter Expertise With Business Automation Platforms & Solution providers In a controlled IT Environment ESM RPA
  12. 12. 12 Crawl - Walk - Run Value Creation Build Perform Workforce transformation / Management of Change Value assessment Determining Roadmap based on Value impact & Technical complexity Ideation - Innovation
  13. 13. 13 13 How to realize 4
  14. 14. 14 What to expect, and how to prepare…. By 2025, 70% of new applications developed by enterprises will use low-code or no-code technologies, up from less than 25% in 2020. Gartner 2021 2025 2020
  15. 15. 15 “In Today’s era of volatility, there is no other way but to re-invent. Jeff Bezos, Founder, Amazon The only sustainable advantage you can have over others is agility, that’s it. Because nothing else is sustainable, everything else you create, somebody else will replicate.”
  16. 16. 16 The tools and platforms ? Low-code is “simple” (marketing-wise)... But don’t get fooled, low-code projects, even more when IT and the business are both involved, are very complex. Don’t start from scratch of you’ll never get there. To succeed, you will need speed and agility. So make use of the building blocks and tools that are already provided on the market. .
  17. 17. 17 The Analyst Point of view
  18. 18. 18 The platform choice Try to adopt a single platform enterprise-wide. Multiple platforms can work together, but it will inevitably lead to complexity, creation of new silos and financial inefficiency. Gartner 2021 Consider some key capabilities when choosing a Low-Code enterprise platform: ● High performance ● High availability and scalability ● Disaster recovery ● Service-level agreements (SLAs) ● Enterprise security ● Third party tool orchestration capabilities. ● Application usage monitoring ● Simplified application deployment. ● Front-end user experiences beyond web user interface (UI) (Mobile-first, Omnichannel interaction, “UI-less” experience) ● Complex business process automation and management ● Event-driven architecture ● AI and Machine learning capabilities ● IOT Support
  19. 19. The Business Automation Operating Model Implementation dimension Operational dimension Organizational dimension Strategic dimension IT and systems dimension Demand generation and value dimension illustrative
  20. 20. How it is all connected... areas way beyond the processes related to build and deploy Business Automation. New tech adoption, learning and benefit realisation are a few examples. The operating model covers of the methodology is on the process of building and deploying data enabled and automated processes into production (the ”delivery model”). And then on handling incidents and doing updates on processes already in production. The main focus is both securing a solid and scalable platform as well as governing the main controls related to deploying Business Automation. The key responsibilities of IT Strategic dimension Demand generation and value dimension Implementation dimension Organizational dimension IT and systems dimension Operational dimension
  21. 21. Organizational impact management Training & awareness Change Management CoE management Data driven decision making Workforce transformation & support Opportunity generation Opportunity assessment Business automation re-usability Implementation prioritization Benefit realization tracking Business Automation Operating Model (detailed) Business automation project management Automation configuration Automation implementation Performance monitoring & scheduling Technical environment support Service desk Change management Continuous improvement Business Automation & IT interlocking Operational vendor value management Value assessment & tracking Preparation & implementation Operational excellence IT and systems dimension Automation strategy development & maintenance Automation roadmap management & alignment Portfolio & planning Innovation & incubation Strategic supplier management Strategy & sourcing management
  22. 22. 22 A practical example: Low-Code Factory operations Improve Realise Value Build Demand
  23. 23. 23 Improve Realise Value Build Demand CSI Run Service & Support Release Test Build Plan Value assessment Demand Governance IT Low-Code Platform CoE Low-Code initiative governance Demand Review Board Architecture Review Board Project Management Approves Risk mgmt. Optimise . SteerCo Assess Validate Release Management / Deployment Management Demand Management Operations Workforce transformation & support Capture Select Communicate Report on value Identify opportunities Manages Plan Report Risks Project Scoping Communicate Organize Track Release Management Delivery/Build Agile Showcases Tests Defect Mgmt. Build Deploy Approves solution Design Best practices
  24. 24. 24 24 Examples 5
  25. 25. 25 Ongoing Low-code implementations Dispatching application for transport related incidents on the road. - Real time management of incidents & accidents - Dispatching of supervisors and technicians on-site. - Field technicians uses a tablet for documenting the resolution and the context of the incident. - Pictures are taken on-site and used for follow-up. Transport company Benefits: - Omni-channel, real time integration between the dispatching and the field technician. - Easy to use, 1 platform integrates many other systems to ensure simplicity for end-user. - Logging of all activities, Checklists, communication with third party providers (vehicle towing, specialized mechanics, etc… )
  26. 26. 26 Ongoing Low-code implementations Quote Management application: - Available for customers and agents. - Service Request Catalog UI, adapted to the specific business case. - Gather Necessary data for the creation of the quote in a ‘Wizard’ like interface. - Backend integration with SAP and pricing application to get prices, and execute calculations. - In pre-defined cases, the user received the quote in near real-time (incl PDF). - When needed approval is streamlined in the platform. Road Construction company Benefits: - Automated creation of quotes for use in the ongoing business processes. - Service improvement “From days to minutes “, and a traceability that was not possible before.
  27. 27. 27 Ongoing Low-code implementations Health and safety application: - Goal: improving the safety of industry workers operating dangerous machinery - Checklist for post-incident review - Proactive audits - Reporting on recommendations, safety issues - Publication of findings (Cross company workflow: legal, Intellectual property, etc…) Manufacturing company Investment fund follow-up: - Goal: enforcing the “two-man rule” for high importance financial operations - Checklisting of the constraints and follow-up activities. (Ensure completion) - Two-man rule (enforce correctness) - Reporting and traceability (enforce compliance) Financial company
  28. 28. 28 Region Midtjylland: Fully compliant Business Automation-initiative & 40-50.000 hours saved The challenge - Large and complex organisation with a number of local automation initiatives - Rookie-mistakes repeated – no sharing of lessons learned - No compliance or clear governance model - Selecting a platform and defining a toolbox to cater to all local initiatives. - Putting a centralized operating Main benefits - Fully compliant Business Automation-initiative scaled globally - The organization has achieved a professional capability in automating processes, thanks to the enterprise platform and operating model. Hospital Group
  29. 29. 29 Conclusion 6
  30. 30. Devoteam Belgium is a partner or works* with the following vendors for Low-Code/No-Code application development. Our partners for RPA *
  31. 31. Clear vision & ambition Barriers for successful Business Automation Clear vision & ambition IT on board Business Sponsor Operating Model LEAN-Agile collaboration IT on board Business Sponsor Clear vision & ambition Operating Model LEAN-Agile collaboration IT on board Business Sponsor Clear vision & ambition Operating Model LEAN-Agile collaboration IT on board Business Sponsor Clear vision & ambition Operating Model LEAN-Agile collaboration IT on board Business Sponsor Clear vision & ambition Operating Model LEAN-Agile collaboration Confusion, no transformational impact No scale Slow pace, operational risk Ad hocracy/ Anarchy Inertia, slow learning IT on board Business Sponsor Clear vision & ambition Operating Model LEAN-Agile collaboration SUCCESS Inspired by Knosters ‘model for managing complex change’ A number of factors needs simultaneous attention to make it work. IT on board Business Sponsor Operating Model LEAN-Agile collaboration
  32. 32. Introducing Business Automation into any complex organization will to some degree be disruptive Main lessons learned from scaling automation ❑ Align with / connect to vision or strategy to avoid ‘false starts’ ❑ Develop methodologies and standards from the outset ❑ Involve risk & compliance people to accelerate ❑ Pipeline mgmt. is the new discipline and an ongoing activity ❑ Work on increasing awareness around the technology ❑ Upskill own employees – but get help from professionals ❑ BA can be applied across the enterprise (it is global) ❑ Speed is key – so is a solid framework ❑ Work with the basic patterns for good SW design ❑ Standardize and automate the infrastructure/maintenance part ❑ Agile methodologies should be applied. Can in turn boost agility. ❑ Prepare to expand the toolbox (forever) ❑ Culture (mostly leadership culture) is the biggest bottleneck.
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