The document discusses digital transformation and the role of IT excellence. It begins with discussing whether the focus should be on digital or transformation. It then discusses how IT should be viewed as a capability across the entire organization rather than a separate department. Finally, it outlines the key aspects of IT excellence needed to successfully drive digital transformation, including stability, resilience, delivery, support, security, and governance. It emphasizes that transformation is about people and culture change as much as technology.

1. 29874_INT20
IT Excellence and
Digital Transformation
Roy Atkinson

2. Agenda
01 04
02
03
05
Should our accent be on
Digital or on Transformation?
IT: Department or Capability?
Why IT Excellence is needed to
make DX work
How IT delivers value
Where do we start?
06 How do we proceed?

3. Accent on Digital or Transformation?
What is this?
Wright Brothers first flight December 17, 1903

4. Transformation in a Nutshell
You called the place. You call/text the person.

5. IT: Department or Capability?
Sales
Finance
Marketing
HR
Facilities
Customer
Service
All of the above
Information Technology
is used in

6. apsc.gov.au

7. What IT Excellence Looks Like
Capacity Stability Resilience Delivery Support

8. Support
Delivery
Resilience
Stability
Capacity
Security
Governance

9. Value Co-Creation
Price is what you pay. Value is what you get. – Warren Buffett
Value: The perceived benefits, usefulness,
and importance of something. – ITIL® 4
ITIL® is a registered trademark of AXELOS, Limited. All rights reserved.

10. Value Co-Creation
Product Customer
V
A
L
U
E

11. How IT Delivers Value
Being an
innovation
partner
Understanding
current and
emerging
technologies
Understanding and
supporting business goals

12. Where Do We Start?
• Start where you are (from ITIL® 4)
• Realize that transformation is about people more than
technology
• Organizational change is a requirement
• Iteration and experimentation is desirable
• Silos must go
• Think enterprise-wide
ITIL®
is a registered trademark of AXELOS, Limited. All rights reserved.

13. Proceed with Caution
Failure to think
beyond the
technologies can sink
the transformation.
Cultural Traps
People continue working
the “old way”
Silos
Data and information not
being shared
Failure to leverage
Not using the
capabilities
Technology
Selection, purchase, and
implementation
Failure to train
Inefficiencies and lack of
innovation

14. The Steps
1. Focus on the Customer
2. Silo-free Organizational Structure
3. Change Management (People Transformation)
4. Leadership
5. Technology Decisions Made in Collaboration
6. Data Integration
7. Employee Experience
8. Logistics and Supply Chain
9. Data Security, Privacy, Ethics
10.Evolution of Products, Services, Processes
11.Digitization
12.Personalization
Based on Blake Morgan’s 12 Steps to Digital Transformation
https://blogs.informatica.com/2019/11/26/12-steps-to-digital-transformation/
Not #1

15. Twitter: @RoyAtkinson
LinkedIn: linkedin.com/in/royatkinson
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