The document discusses digital transformation and big data. It defines digital transformation as the integration of digital technology across all areas of a business, fundamentally changing operations and customer value delivery. Big data refers to large volumes of both structured and unstructured data that businesses receive daily. The presentation covers why digital transformation and big data matter for businesses, how big data can be used, and provides facts about data growth. It concludes with a breakout session asking attendees to consider how their functions could use additional data sources and improve through big data.

1. © Axios Systems PLC 2017
Slide 1
Gamification
assyst
SIAM/MSI
Best
Practices
Maximize
Customer
Satisfaction & ROI
Collaboration
Supplier
Mgt
ITAMMulti-
Channel
Support
Digital Transformation:
Keeping pace with the challenges
Brian Hendry
Managing Consultant

2. © Axios Systems PLC 2017
Slide 2
Agenda
• What is Digital Transformation?
• Why does Digital Transformation matter?
• What is Big Data?
• Why does Big Data matter?
• Using Big Data
• Big Data: Facts
• Breakout Session

3. © Axios Systems PLC 2017
Slide 3

4. © Axios Systems PLC 2017
Slide 4
What is Digital Transformation?
Digital transformation is the integration of digital technology into all
areas of a business, resulting in fundamental changes to how
businesses operate and how they deliver value to customers.
Beyond that, it's a cultural change that requires organisations to:
• Continually challenge the status quo
• Experiment often
• Get comfortable with failure
This sometimes means walking away from long-standing business
processes that companies were built upon in favour of relatively new
practices that are still being defined

5. © Axios Systems PLC 2017
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Why does Digital Transformation matter?
There are a number of reasons that a business may undergo digital
transformation, but by far, the most likely reason is that they have to. It's a
survival issue for many.
Businesses that failed to transform include Kodak; Nokia; Xerox;
Blockbuster; etc.
Businesses don't transform by choice because it is expensive and risky.
Businesses go through transformation when they have failed to evolve.

6. © Axios Systems PLC 2017
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What is big data?
Big data is a term that describes the large volume of data, both
structured and unstructured, that inundates a business on a day-to-day
basis.
But it’s not the amount of data that’s important. It’s what organisations
do with the data that matters.
Big data can be analyzed for insights that lead to better decisions and
strategic business moves.

7. © Axios Systems PLC 2017
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What is big data?
Big should help organisations harness their data and use it to identify
new opportunities.
Before this can happen however, Organisations need to ask themselves
some questions:
• Are we able to take advantage of the data available to us in tangible
ways that impact our business?
• Can we get answers quickly to questions about our business?
• Is our current data environment well integrated, or a convoluted and
expensive headache?

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Slide 8
Why does Big Data matter?
• Proactivity and anticipating customer needs
• Mitigating risk
• Delivering relevant products
• Personalisation and service
• Optimising and improving the customer experience

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Slide 9
Using Big Data

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Slide 10
Big Data: Facts
• More data has been created in the past two years than in the entire
previous history of the human race
• There are 205 billion emails sent and received per day and 277,000
tweets every minute
• Facebook users send on average 35 million messages and view 3
million videos every minute
• It is estimated that by 2020 the World Wide Web will contain 40
zettabytes (400 billion gigabytes)

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Breakout session
Think about Big Data and consider:
• What gaps do you have in your current data?
• What extra data elements could you use?
• Where you could get them from?
• How it could improve the way your function works?

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Slide 12
Data Sources
Incident/Problem/Change:
• Schedules
• Status and progress
• Resolution/fulfilment details
• Resolution/fulfilment timescales
• Effort
• Teams/Individuals involved
• Links between support ​life-cycle records

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Data Sources
IT Systems:
• Configuration Item details and status
• User/Customer details
• System health
• IVR/CTI volumes
• Customers/Users:
• Interactions from web and mobile support portals
• Locations
• Skills
• Services used and frequency
• Survey results

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Slide 14
Data Sources
• User Portal/Service Catalogue
• Services used
• Frequency of use
• Who is viewing/using the portal
• Pages viewed
• Which are the most common/popular pages/Services?
• Support Teams/Suppliers
• Workload
• Availability
• Skills

15. © Axios Systems PLC 2017
Slide 15
Gamification
assyst
SIAM/MSI
Best
Practices
Maximize
Customer
Satisfaction & ROI
Collaboration
Supplier
Mgt
ITAMMulti-
Channel
Support
Digital Transformation:
Keeping pace with the challenges
Brian Hendry
Managing Consultant