IT Operating model and maturity - Path to proactive IT services

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The document discusses how digitalization is affecting IT and the need for IT to develop new skills like DevOps, service design, and service analytics to transition to a more proactive, automated, and predictive operating model. It outlines five stages of IT operating model maturity from reactive "firefighting" to an automated, predictive "sentient IT" environment. Achieving higher levels of maturity requires combining service management best practices with an optimized delivery model, standardized processes, and tools enabled by data and artificial intelligence. The future vision is for "sentient IT" that can automatically detect and resolve issues without human intervention through standardization, partnerships, and reduced headcount as IT adapts continuously.

Business

Discovery. Disruption. Results.
IT Operating model and maturity –
Path to proactive IT services
Applixure Symposium
Reko Lehti
Helsinki
1.2.2018

Topics for today
• Digitalization affects everyone, also IT
• IT needs new skills to renew their services
• The ultimate goal of IT is “sentient IT” – an
automated, and predictive environment that fixes
problems before they appear
But the problem is … There is no silver bullet.

The (digital) change…
…Is not about technology or gadgets…
…nor is it about analytics or data.
-
It’s about delivering to customers exactly
what they need,
when (or before) they need it.

Copyright © 2017 Taival Advisory Oy. All Rights Reserved.
Three examples
of the change.
1. Amazon Dash

Copyright © 2017 Taival Advisory Oy. All Rights Reserved.
Three examples
of the change.
2. Facebook

Copyright © 2017 Taival Advisory Oy. All Rights Reserved.
Three examples
of the change.
3. Trump
(or Cambridge Analytica)

What should change in IT?
Tickets
ITIL
processes
Service
desk
Waterfall
projects
Standard
assets

Copyright © 2017 Taival Advisory Oy. All Rights Reserved.
The operating model of IT
needs to include new skills:
• Devops
• Service design
• Service analytics
• IoT and telematics
Service Management User Care
Delivery Model
Applications Dev & Ops
Software Asset
Mgmt.
Infra Mgmt. & Ops
User Experience Mgmt.
Develop Run

Copyright © 2017 Taival Advisory Oy. All Rights Reserved.
Operating Model Maturity
Stage 1: Firefighting
Stage 2: Reactive
Stage 3: Informed Reactive
Stage 4: Proactive
Stage 5: Automated Predictive
• Problem-
centric
• High Cost
• Low User
Satisfaction &
Productivity
• User Centric
• Efficient
operations
• High User
Satisfaction &
Productivity
Data

Copyright © 2017 Taival Advisory Oy. All Rights Reserved.
Combining Maturity and Operating model
Delivery Model
User Care /
Helpdesk
Service
Management
User Experience
Mgmt.
Software Asset
Mgmt.
Infra Mgmt. & Ops
Applications Dev
& Ops
Firefighting Informed Reactive Automated PredictiveReactive
The Applixure maturity model measures IT proactiveness across 7 different dimensions
Proactive
Heterogeneous
Process & Services
Standard Process
Service Catalogue
Optimised Process
Tool Enabled
Continuous Improvement
Self Service
Automated Service Management &
Continuous Improvement
Ad-hoc operations
No monitoring or metrics
Defined Operating Model
No monitoring or metrics
Defined Operating Model
Defined Monitoring and metrics
Active monitoring & operations
End-to-end monitoring & operations
Automated operations & mgmt
Proliferation of Tools
Multiple Platforms
Standard Tools
Standard Platforms
Optimised Contracts
Pay-for-use
Software as a Service
Software as a Service
DevOps
Heterogeneous
Hardware/Service Providers
Standard Services
Convergent Architecture
Virtualised Platforms
Standardised Architecture
Private/Public Cloud
Automated Operations
End-to-end monitoring & operations
AI Enabled
Heterogeneous
Process & Services
Standard Process
First-come-first-served model
Optimised Process
Tool Enabled
Proactive Monitoring and
Error Handling
Predictive Error Handling
AI Enabled
Application Driven
UX Design
User complain based
UX design
User complain based UX design
Basic Application Monitoring
Application Monitoring
Usage based UX design
Automated UX design & adjustments
AI Enabled
No Standardized SW Asset Mgmt. SW Provider driven Mgmt.
Manuel Tracking
Tool Enabled
Automated Tracking
Tool Enabled
Automated Tracking & Mgmt.
AI Enabled

Copyright © 2017 Taival Advisory Oy. All Rights Reserved.
Operating Model Roadmap
Do
Check
Act
Plan

Copyright © 2017 Taival Advisory Oy. All Rights Reserved.
The future vision of IT
Sentience
What is sentient IT:
• Automatically detects problems or
shortcomings in the IT environment and
prescribes a solution
• Resolves issues either by itself or through a
partner ecosystem
What this requires from IT:
• IT headcount greatly reduced
• (Business) architects needed more than ever
• Partnerships with key vendors
• Standardization of solutions
…And an ability to let go of old habits –
continously!

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During the budget session of 2024-25, the finance minister, Nirmala Sitharaman, introduced the “solar Rooftop scheme,” also known as “PM Surya Ghar Muft Bijli Yojana.” It is a subsidy offered to those who wish to put up solar panels in their homes using domestic power systems. Additionally, adopting photovoltaic technology at home allows you to lower your monthly electricity expenses. Today in this blog we will talk all about what is the PM Surya Ghar Muft Bijli Yojana. How does it work? Who is eligible for this yojana and all the other things related to this scheme?

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IT Operating model and maturity - Path to proactive IT services

1. Discovery. Disruption. Results. IT Operating model and maturity – Path to proactive IT services Applixure Symposium Reko Lehti Helsinki 1.2.2018

2. Topics for today • Digitalization affects everyone, also IT • IT needs new skills to renew their services • The ultimate goal of IT is “sentient IT” – an automated, and predictive environment that fixes problems before they appear But the problem is … There is no silver bullet.

3. The (digital) change… …Is not about technology or gadgets… …nor is it about analytics or data. - It’s about delivering to customers exactly what they need, when (or before) they need it.

7. What should change in IT? Tickets ITIL processes Service desk Waterfall projects Standard assets

8. Copyright © 2017 Taival Advisory Oy. All Rights Reserved. The operating model of IT needs to include new skills: • Devops • Service design • Service analytics • IoT and telematics Service Management User Care Delivery Model Applications Dev & Ops Software Asset Mgmt. Infra Mgmt. & Ops User Experience Mgmt. Develop Run

9. Copyright © 2017 Taival Advisory Oy. All Rights Reserved. Operating Model Maturity Stage 1: Firefighting Stage 2: Reactive Stage 3: Informed Reactive Stage 4: Proactive Stage 5: Automated Predictive • Problem- centric • High Cost • Low User Satisfaction & Productivity • User Centric • Efficient operations • High User Satisfaction & Productivity Data

10. Copyright © 2017 Taival Advisory Oy. All Rights Reserved. Combining Maturity and Operating model Delivery Model User Care / Helpdesk Service Management User Experience Mgmt. Software Asset Mgmt. Infra Mgmt. & Ops Applications Dev & Ops Firefighting Informed Reactive Automated PredictiveReactive The Applixure maturity model measures IT proactiveness across 7 different dimensions Proactive Heterogeneous Process & Services Standard Process Service Catalogue Optimised Process Tool Enabled Continuous Improvement Self Service Automated Service Management & Continuous Improvement Ad-hoc operations No monitoring or metrics Defined Operating Model No monitoring or metrics Defined Operating Model Defined Monitoring and metrics Active monitoring & operations End-to-end monitoring & operations Automated operations & mgmt Proliferation of Tools Multiple Platforms Standard Tools Standard Platforms Optimised Contracts Pay-for-use Software as a Service Software as a Service DevOps Heterogeneous Hardware/Service Providers Standard Services Convergent Architecture Virtualised Platforms Standardised Architecture Private/Public Cloud Automated Operations End-to-end monitoring & operations AI Enabled Heterogeneous Process & Services Standard Process First-come-first-served model Optimised Process Tool Enabled Proactive Monitoring and Error Handling Predictive Error Handling AI Enabled Application Driven UX Design User complain based UX design User complain based UX design Basic Application Monitoring Application Monitoring Usage based UX design Automated UX design & adjustments AI Enabled No Standardized SW Asset Mgmt. SW Provider driven Mgmt. Manuel Tracking Tool Enabled Automated Tracking Tool Enabled Automated Tracking & Mgmt. AI Enabled

12. Copyright © 2017 Taival Advisory Oy. All Rights Reserved. The future vision of IT Sentience What is sentient IT: • Automatically detects problems or shortcomings in the IT environment and prescribes a solution • Resolves issues either by itself or through a partner ecosystem What this requires from IT: • IT headcount greatly reduced • (Business) architects needed more than ever • Partnerships with key vendors • Standardization of solutions …And an ability to let go of old habits – continously!

Editor's Notes

- How many have heard of Amazon Dash? - Orders new spare parts or cartridges before they run out – automatically from Amazon
Facebook can recognize the messages you need to see according to the profiling Knows your needs in some areas better than you yourself know them Facebook can calculate the odds of making or breaking a marriage.
Trump certainly delivers things I did not think I needed. CA is largely lauded as one core reason for his success Possible to deposit messages surgically to people at their most vulnerable state

IT Operating model and maturity - Path to proactive IT services

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