The document discusses how IT processes must become much faster to keep up with today's demands, with goals of reducing the time to fulfill service requests by 90% and resolve incidents by 80%, such as fulfilling requests in 2 hours that currently take 2 days or resolving incidents in less than 1 hour. It argues this can be achieved through relentlessly optimizing processes, simplifying and automating workflows, and shifting to a mindset of solving issues immediately. The benefits are said to include unshackling staff, enabling smarter work, and happier customers.

1. The New Speed of IT
Kevin J Smith
May 9, 2017

2. The IT we know and love
was slow…

3. And today, good is not
good enough

4. We must also be fast,
very fast

5. Great, so what does that
mean?

6. It means a relentless
optimization of every IT
business process

7. Every minute matters

8. So, what are we talking
about exactly?

9. A 90% reduction in the time
required to fulfill Service
Requests

10. So 2 days currently, must
be 2 hours tomorrow

11. Or 6 hours currently, must
be 30 minutes tomorrow

12. So, how do we do this?
1. Question everything
2. Simplify
3. Automate

13. This is iterative, and you
will surprised at what is
possible

14. Now, let’s take this a step
further

15. We must see an 80%
reduction in the time
required to Resolve
Incidents

16. Shift our mindset to:
1. Now
2. Less than 1 hour
3. Today

17. This Changes everything

18. The benefits are endless:
+unshackle our people
+work smarter
+happier customers

19. This is The New IT