This paper focuses on an IT Operations Management and IT Service Management use-case perspective, with a number of key definitions helpful in providing a common basis for the potential use cases offered here in
Integration strategies and tactics for information technology governanceVishal Sharma
This document discusses integration strategies and tactics for IT governance. It defines IT governance as the system that directs and controls an organization's IT portfolio. Effective IT governance requires balancing centralized and decentralized approaches. Large organizations often adopt a federal model where IT infrastructure decisions are centralized while application decisions are decentralized. This allows for standardization from the core while supporting flexibility and responsiveness at the business unit level. Ensuring integration and communication between centralized and decentralized teams is important for the effective functioning of this model.
This document provides an executive summary and overview of key topics relating to the transition to cloud computing and a variable cost operating model. Some of the main points discussed include:
- Moving to variable costs can help companies be more agile and responsive to changing markets by shifting IT costs from capital to operational expenses.
- Information technology is becoming a utility in the same way that electricity became a utility over 100 years ago, with providers able to deliver reliable computing power at cost-effective prices due to economies of scale.
- Cloud computing enables variable costs through on-demand access to computing resources that can be scaled up or down as needed without long-term commitments or large capital outlays.
Infrastructure Designed for Cognitive Workloads: Why is it Crucial? - Xavier ...WithTheBest
In the IT infrastructure for the cognitive era that we live in today, you have to think differently about you design, build, and deliver services. Artificial Intelligence can help you improve your designs for your cognitive business. Discover how you can deliver through cloud platforms. This infrastructure sets up your business with new computing frontiers.
Xavier Vasques, Technical Director, Systems Hardware, IBM France
Whitepaper - IoT Maturity Model (IoTMM)Pablo Junco
This document introduces an IoT maturity model developed by Microsoft Services to help organizations assess their IoT capabilities and maturity. The model evaluates three capabilities - People, Technology, and Business - across four levels of maturity from Emerging to Optimized. The assessment provides recommendations to help organizations improve their IoT adoption and maximize the impact of their IoT investments.
1. Technology services are becoming cheaper and more accessible, while technology intensity across industries is increasing and enabling new business models.
2. As a result, technology maturity and capabilities are now essential for maintaining competitive advantage over time.
3. This means CIO priorities will need to shift towards developing long-term technology management capability roadmaps, tracking outcome metrics, and regularly assessing progress to ensure their organizations have an adaptive advantage.
Whitepaper - IoT adoption in digital transformation journeys (v2.0)Pablo Junco
The Internet of Things or IoT is disrupting organizations across industries such as Manufacturing, Transportation, and Retail. Microsoft is undertaking Digital Transformation projects with over 1,000 customers, and with many of them, we had observed that IoT is the enabler of the business change.
However, Digital transformation isn’t necessarily about solving new business problems. It’s about how to solve existing problems more quickly, economically, efficiently, securely and with an extensible design that allows customers to iterate and evolve more rapidly.
The trends driving Digital Transformation include business, people, technology, and generational factors. Organizations are quickly experimenting with new technologies as the time between hype and adoption has shortened. The maturity of technologies such as IoT plus the acceptability of consumers is helping organizations to unlock the value of connecting things. In response, organizations are digitally transforming their business models to shift how they deliver value and drive efficiency.
This paper introduces a new engagement model based on Microsoft’ experience helping organizations succeed while adopting IoT as part of their Digital Transformation Journey.
The document provides an overview of the Australian IT industry in 2014. It finds that total IT spending in Australia reached $26.42 billion in 2014, with hardware accounting for 43% of spending, services 41% and software 16%. The industry was growing steadily but faced threats from a potential economic slowdown. Major opportunities for IT companies included increasing demand for cloud computing, government projects in areas like education and healthcare, and the launch of new devices like Windows 8 tablets. The report analyzes the industry's strengths, weaknesses and competitive landscape. It identifies focus areas such as digital transformation, mobility and analytics that would drive CIO priorities.
August 2010 - State of the Art IT for Small CitiesTim Howell
This document summarizes a presentation about state of the art IT for small cities. It discusses using technology to improve operations and services while controlling costs. Key topics covered include cloud computing, mobility, online communications, and alternative funding strategies like cost avoidance and open source software. Specific examples from the cities of Hutto and Manor, Texas are provided on projects like thin clients, a government 2.0 website, and using QR codes and video to engage the community.
Integration strategies and tactics for information technology governanceVishal Sharma
This document discusses integration strategies and tactics for IT governance. It defines IT governance as the system that directs and controls an organization's IT portfolio. Effective IT governance requires balancing centralized and decentralized approaches. Large organizations often adopt a federal model where IT infrastructure decisions are centralized while application decisions are decentralized. This allows for standardization from the core while supporting flexibility and responsiveness at the business unit level. Ensuring integration and communication between centralized and decentralized teams is important for the effective functioning of this model.
This document provides an executive summary and overview of key topics relating to the transition to cloud computing and a variable cost operating model. Some of the main points discussed include:
- Moving to variable costs can help companies be more agile and responsive to changing markets by shifting IT costs from capital to operational expenses.
- Information technology is becoming a utility in the same way that electricity became a utility over 100 years ago, with providers able to deliver reliable computing power at cost-effective prices due to economies of scale.
- Cloud computing enables variable costs through on-demand access to computing resources that can be scaled up or down as needed without long-term commitments or large capital outlays.
Infrastructure Designed for Cognitive Workloads: Why is it Crucial? - Xavier ...WithTheBest
In the IT infrastructure for the cognitive era that we live in today, you have to think differently about you design, build, and deliver services. Artificial Intelligence can help you improve your designs for your cognitive business. Discover how you can deliver through cloud platforms. This infrastructure sets up your business with new computing frontiers.
Xavier Vasques, Technical Director, Systems Hardware, IBM France
Whitepaper - IoT Maturity Model (IoTMM)Pablo Junco
This document introduces an IoT maturity model developed by Microsoft Services to help organizations assess their IoT capabilities and maturity. The model evaluates three capabilities - People, Technology, and Business - across four levels of maturity from Emerging to Optimized. The assessment provides recommendations to help organizations improve their IoT adoption and maximize the impact of their IoT investments.
1. Technology services are becoming cheaper and more accessible, while technology intensity across industries is increasing and enabling new business models.
2. As a result, technology maturity and capabilities are now essential for maintaining competitive advantage over time.
3. This means CIO priorities will need to shift towards developing long-term technology management capability roadmaps, tracking outcome metrics, and regularly assessing progress to ensure their organizations have an adaptive advantage.
Whitepaper - IoT adoption in digital transformation journeys (v2.0)Pablo Junco
The Internet of Things or IoT is disrupting organizations across industries such as Manufacturing, Transportation, and Retail. Microsoft is undertaking Digital Transformation projects with over 1,000 customers, and with many of them, we had observed that IoT is the enabler of the business change.
However, Digital transformation isn’t necessarily about solving new business problems. It’s about how to solve existing problems more quickly, economically, efficiently, securely and with an extensible design that allows customers to iterate and evolve more rapidly.
The trends driving Digital Transformation include business, people, technology, and generational factors. Organizations are quickly experimenting with new technologies as the time between hype and adoption has shortened. The maturity of technologies such as IoT plus the acceptability of consumers is helping organizations to unlock the value of connecting things. In response, organizations are digitally transforming their business models to shift how they deliver value and drive efficiency.
This paper introduces a new engagement model based on Microsoft’ experience helping organizations succeed while adopting IoT as part of their Digital Transformation Journey.
The document provides an overview of the Australian IT industry in 2014. It finds that total IT spending in Australia reached $26.42 billion in 2014, with hardware accounting for 43% of spending, services 41% and software 16%. The industry was growing steadily but faced threats from a potential economic slowdown. Major opportunities for IT companies included increasing demand for cloud computing, government projects in areas like education and healthcare, and the launch of new devices like Windows 8 tablets. The report analyzes the industry's strengths, weaknesses and competitive landscape. It identifies focus areas such as digital transformation, mobility and analytics that would drive CIO priorities.
August 2010 - State of the Art IT for Small CitiesTim Howell
This document summarizes a presentation about state of the art IT for small cities. It discusses using technology to improve operations and services while controlling costs. Key topics covered include cloud computing, mobility, online communications, and alternative funding strategies like cost avoidance and open source software. Specific examples from the cities of Hutto and Manor, Texas are provided on projects like thin clients, a government 2.0 website, and using QR codes and video to engage the community.
This document is an assignment cover sheet and report for a course on emerging technologies in business. It discusses cloud computing as an emerging technology in the banking industry.
The report provides an overview of cloud computing, including its benefits for banks such as cost savings, business continuity, and agility. It also discusses examples of how some banks have significantly reduced IT infrastructure costs by adopting cloud services. While security and vendor lock-in are concerns, the report concludes that cloud computing remains promising for the banking industry due to benefits like scalability, mobility, and competitive advantages.
Investing in AI: Moving Along the Digital Maturity CurveCognizant
Digitally mature businesses are more likely to consider themselves at an advanced stage of AI adoption, according to our recent study, enabling them to turn data into insights at the scale and precision required today.
In this presentation, we will discuss in depth about the importance of technology in business, what IT governance is and its impact.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
This document discusses building smarter organizations through analytics and agility by design. It describes trends in increasing data volume, variety and velocity that challenge organizations to keep up. The document advocates building organizational capability for business agility to sense changes, understand them through insights from analytics, respond through business actions, and continuously refine actions to improve business results. It outlines approaches for data foundations, information design, agile IT models, analytics frameworks, and active business ownership to build analytics-driven organizations.
Technology organization environment framework in cloud computingTELKOMNIKA JOURNAL
The document discusses factors that influence cloud computing adoption among small and medium enterprises (SMEs) using the Technology Organization Environment (TOE) framework. It analyzes previous research applying the TOE framework to understand cloud adoption. The TOE framework identifies three contexts that influence technology adoption - technological, organizational, and environmental. The document develops a three-layer hierarchy of factors within each context based on a literature review. It designs questionnaires to assess the significance of each factor on cloud adoption among SMEs in Bangladesh. An analysis of the questionnaires finds that technological factors have the strongest influence on cloud adoption decisions among SMEs.
Information technology (IT) plays a vital role in modern businesses by enabling key functions like communication, inventory management, data management, management information systems, and customer relationship management. IT allows efficient communication between employees, suppliers, and customers via tools like email, live chat, video conferencing. Inventory management systems track stock levels and reorder quantities. Companies can store large amounts of data cost-effectively and employees have immediate access to needed documents. Management information systems track sales, expenses, and productivity for analysis and quick reaction. Customer relationship management systems capture all customer interactions to provide better experiences and relationships.
With the rise of globalization and new technologies, businesses and IT departments face changes and increased expectations. For businesses, finding new opportunities and markets is important alongside reducing costs. For IT, providing basic services is no longer enough - they must think like businesses and enable new opportunities. Effective metrics focus on business outcomes like revenue and customer relationships, not just IT efficiency. Building partnerships between IT and business areas helps IT understand customer needs and supports common goals. IT departments need to communicate in business terms and focus on improving the business, not just infrastructure impacts. Businesses with innovative, flexible IT integrated with their goals will have an advantage implementing new ideas over those where IT only focuses on cost optimization.
The document summarizes key points from a virtual meeting of the US East Coast Chapter of the Innovation Value Institute held on April 30th, 2013. It includes highlights from the IVI Winter Summit in Dallas in February 2013, a discussion on embedding IT-CMF for success, and an update on upcoming US Chapter and IVI events. Potential topics for future virtual meetings were also discussed.
This document summarizes the findings of a study on how information systems increase the efficiency of business organizations. It surveyed two garment companies in Bangladesh - Lusaka Group and Esquire Knit Composite. The study found that implementing information systems provided benefits like supporting decision making, reducing costs, and helping achieve organizational goals. It allowed the companies to better manage supply chains, customers, and strategic planning. While information systems provide advantages, they can also cause issues like unemployment. The study concluded that information systems, when properly implemented, help businesses effectively plan, execute strategies and increase profits.
This document discusses the role of information and communication technology (ICT) in e-business. It begins with some brain teasers to break the ice. It then defines ICT basics, noting that technology and business are now inseparable. ICT provides benefits but also opportunities and considerations like increased dependency. The main role of ICT in business is then outlined, including uses for communication, inventory management, data management, management information systems, and customer relationship management. The document concludes by quoting Einstein on technology exceeding humanity.
The role of information technology in the business sectorSyed Uzair Ali
Information technology plays a crucial role in modern businesses. It automates routine tasks, supports business processes and decision making, and enables companies to operate efficiently. Technological advances have increased competitiveness by allowing companies to transform into national and global competitors through tools like software, computers, and the internet. Keeping IT solutions aligned with overall business strategy and keeping IT systems simple are important principles for organizations to focus on. When implemented effectively, information technology can provide competitive advantages like improved quality of decisions, enhanced organizational agility, and the ability to develop new products and services.
Continuous Cloud Infrastructure: The First Business-Defined IT Architecture W...Hitachi Vantara
This document introduces Hitachi's Continuous Cloud Infrastructure, which provides a cohesive framework of advanced technologies to help enterprises adapt to constant changes. It enables always agile, always available, and always automated infrastructure. Key benefits include improved productivity, faster time to market, and lower costs through better utilization of resources and automation. Real-world use cases demonstrate benefits across storage, compute, private cloud, public cloud, and other areas.
EDI is the electronic exchange of standard business documents between companies in a computer-to-computer format. It allows for paperless trading of information like orders and invoices. The key benefits of EDI include time savings, improved accuracy, and better reconciliation of transactions. An EDI system converts documents to a standard format, electronically sends the files between trading partners, and generates acknowledgements of receipt. While EDI reduces errors and costs, it also requires cooperation between trading partners to agree on standards and involves upfront implementation costs that can be challenging for smaller companies. More business transactions may eventually migrate to using the internet and web-based EDI systems.
The document discusses improvements made to IT service management at a mid-sized card processing company in Croatia over 7 years. It began with typical startup issues like lack of resources and firefighting. Initiatives included defining a service catalog and SLAs, maturing incident and change management processes, implementing monitoring of critical services, embracing a culture of continuous improvement, and empowering the role of the service desk. Results included problems being resolved, Gartner metrics in the best-in-class range, and SLAs matching Gartner's outstanding levels for similar services. Further improvements could include fully utilizing a CMDB within key processes.
The document discusses the role of information technology in business in 5 areas:
1. Marketing - IT allows businesses large and small to have an online presence and conduct e-commerce.
2. Storage - IT is used to store business data like inventory, sales, finances in programs like Excel for easy access.
3. Communication - Email and file storage has replaced paper communication and allows businesses to operate in the 21st century.
4. Product Development - IT can speed up new product time to market by gathering customer data and using design software.
5. Globalization - IT allows businesses to outsource functions and stay connected to operate internationally.
I have created a partnership with Onward to Opportunity which is a veteran ran 501(c)3 non-profit organization. On a quarterly basis I teach a 6 hour course ranging from Information Technology Security Basics to Navigating the Cyber Security Job market. We deep dive into how cloud services have changed the entire market bringing remote security opportunities to the forefront of the market.
Data capabilities and competitive advantageNUS-ISS
This document discusses data capabilities and competitive advantage, drawing from lessons from consulting and research. It provides several examples and case studies to illustrate key points. The examples show how differentiating between drivers, levers, and causes is important to avoid making incorrect assumptions. They also demonstrate how the direction of causality and errors in arithmetic can pose problems. The document advocates using multiple metrics and perspectives, such as through the balanced scorecard framework, to measure performance and link data capabilities to organizational objectives. It also discusses different views on the impacts and transformative nature of technological changes and digitalization.
The document discusses electronic business (e-business) and its applications. It defines e-business as the application of information and communication technologies to support business activities. E-business focuses on using ICT to enable external business relationships and activities.
It then discusses key aspects of e-business including definitions, infrastructure requirements, reasons for adopting e-business, implementation process, new business rules, potential benefits, examples of e-business applications, e-marketing tools, and phases of e-business development. The benefits highlighted are increased revenues, reduced costs, improved customer retention, enhanced brand image, and higher productivity.
The document discusses how traditional sources of competitive advantage are diminishing, and that data and predictive analytics now represent an opportunity for companies to gain a unique advantage. Specifically:
- Costs of data storage, processing and predictive tools are falling rapidly, allowing companies to leverage large amounts of data.
- Combining internal data sources with customer and third-party data, then developing predictive models and actuating on those predictions can provide significant competitive differentiation.
- To take advantage of this opportunity, companies need to build a data-centric culture, train staff in data and analytics, and focus on competencies like data capture, integration, modeling and engineering data-driven interventions.
Advantages And Disadvantages Of Cyber-Crime In The HotelPatty Buckley
This document discusses cybercrime and transaction processing systems in hotels. It defines cybercrime and lists some types that could affect hotels, such as hacking reservations or stealing credit card numbers. It also defines a transaction processing system (TPS) as a system that processes transactions, gives examples of what it could be used for in a hotel like payroll and purchases, and lists advantages like cost effectiveness and increased efficiency and disadvantages like costs and need for maintenance. It recommends a hotel implement a TPS to help with transactions.
The document discusses trends in applying artificial intelligence (AI) to IT service management (ITSM). It defines AI and discusses how AI can interact with and improve the IT service desk through chatbots, recommendations, and prioritizing knowledge bases. The document outlines use cases for AI in ITSM like improving self-service, decision making, and services. It also covers benefits like better user experience and time to insight but challenges like resistance to change and lack of trust. Industry experts provide opinions on using AI to augment rather than replace humans. In conclusion, AI is poised to be a boon for ITSM by complementing human agents.
This document is an assignment cover sheet and report for a course on emerging technologies in business. It discusses cloud computing as an emerging technology in the banking industry.
The report provides an overview of cloud computing, including its benefits for banks such as cost savings, business continuity, and agility. It also discusses examples of how some banks have significantly reduced IT infrastructure costs by adopting cloud services. While security and vendor lock-in are concerns, the report concludes that cloud computing remains promising for the banking industry due to benefits like scalability, mobility, and competitive advantages.
Investing in AI: Moving Along the Digital Maturity CurveCognizant
Digitally mature businesses are more likely to consider themselves at an advanced stage of AI adoption, according to our recent study, enabling them to turn data into insights at the scale and precision required today.
In this presentation, we will discuss in depth about the importance of technology in business, what IT governance is and its impact.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
This document discusses building smarter organizations through analytics and agility by design. It describes trends in increasing data volume, variety and velocity that challenge organizations to keep up. The document advocates building organizational capability for business agility to sense changes, understand them through insights from analytics, respond through business actions, and continuously refine actions to improve business results. It outlines approaches for data foundations, information design, agile IT models, analytics frameworks, and active business ownership to build analytics-driven organizations.
Technology organization environment framework in cloud computingTELKOMNIKA JOURNAL
The document discusses factors that influence cloud computing adoption among small and medium enterprises (SMEs) using the Technology Organization Environment (TOE) framework. It analyzes previous research applying the TOE framework to understand cloud adoption. The TOE framework identifies three contexts that influence technology adoption - technological, organizational, and environmental. The document develops a three-layer hierarchy of factors within each context based on a literature review. It designs questionnaires to assess the significance of each factor on cloud adoption among SMEs in Bangladesh. An analysis of the questionnaires finds that technological factors have the strongest influence on cloud adoption decisions among SMEs.
Information technology (IT) plays a vital role in modern businesses by enabling key functions like communication, inventory management, data management, management information systems, and customer relationship management. IT allows efficient communication between employees, suppliers, and customers via tools like email, live chat, video conferencing. Inventory management systems track stock levels and reorder quantities. Companies can store large amounts of data cost-effectively and employees have immediate access to needed documents. Management information systems track sales, expenses, and productivity for analysis and quick reaction. Customer relationship management systems capture all customer interactions to provide better experiences and relationships.
With the rise of globalization and new technologies, businesses and IT departments face changes and increased expectations. For businesses, finding new opportunities and markets is important alongside reducing costs. For IT, providing basic services is no longer enough - they must think like businesses and enable new opportunities. Effective metrics focus on business outcomes like revenue and customer relationships, not just IT efficiency. Building partnerships between IT and business areas helps IT understand customer needs and supports common goals. IT departments need to communicate in business terms and focus on improving the business, not just infrastructure impacts. Businesses with innovative, flexible IT integrated with their goals will have an advantage implementing new ideas over those where IT only focuses on cost optimization.
The document summarizes key points from a virtual meeting of the US East Coast Chapter of the Innovation Value Institute held on April 30th, 2013. It includes highlights from the IVI Winter Summit in Dallas in February 2013, a discussion on embedding IT-CMF for success, and an update on upcoming US Chapter and IVI events. Potential topics for future virtual meetings were also discussed.
This document summarizes the findings of a study on how information systems increase the efficiency of business organizations. It surveyed two garment companies in Bangladesh - Lusaka Group and Esquire Knit Composite. The study found that implementing information systems provided benefits like supporting decision making, reducing costs, and helping achieve organizational goals. It allowed the companies to better manage supply chains, customers, and strategic planning. While information systems provide advantages, they can also cause issues like unemployment. The study concluded that information systems, when properly implemented, help businesses effectively plan, execute strategies and increase profits.
This document discusses the role of information and communication technology (ICT) in e-business. It begins with some brain teasers to break the ice. It then defines ICT basics, noting that technology and business are now inseparable. ICT provides benefits but also opportunities and considerations like increased dependency. The main role of ICT in business is then outlined, including uses for communication, inventory management, data management, management information systems, and customer relationship management. The document concludes by quoting Einstein on technology exceeding humanity.
The role of information technology in the business sectorSyed Uzair Ali
Information technology plays a crucial role in modern businesses. It automates routine tasks, supports business processes and decision making, and enables companies to operate efficiently. Technological advances have increased competitiveness by allowing companies to transform into national and global competitors through tools like software, computers, and the internet. Keeping IT solutions aligned with overall business strategy and keeping IT systems simple are important principles for organizations to focus on. When implemented effectively, information technology can provide competitive advantages like improved quality of decisions, enhanced organizational agility, and the ability to develop new products and services.
Continuous Cloud Infrastructure: The First Business-Defined IT Architecture W...Hitachi Vantara
This document introduces Hitachi's Continuous Cloud Infrastructure, which provides a cohesive framework of advanced technologies to help enterprises adapt to constant changes. It enables always agile, always available, and always automated infrastructure. Key benefits include improved productivity, faster time to market, and lower costs through better utilization of resources and automation. Real-world use cases demonstrate benefits across storage, compute, private cloud, public cloud, and other areas.
EDI is the electronic exchange of standard business documents between companies in a computer-to-computer format. It allows for paperless trading of information like orders and invoices. The key benefits of EDI include time savings, improved accuracy, and better reconciliation of transactions. An EDI system converts documents to a standard format, electronically sends the files between trading partners, and generates acknowledgements of receipt. While EDI reduces errors and costs, it also requires cooperation between trading partners to agree on standards and involves upfront implementation costs that can be challenging for smaller companies. More business transactions may eventually migrate to using the internet and web-based EDI systems.
The document discusses improvements made to IT service management at a mid-sized card processing company in Croatia over 7 years. It began with typical startup issues like lack of resources and firefighting. Initiatives included defining a service catalog and SLAs, maturing incident and change management processes, implementing monitoring of critical services, embracing a culture of continuous improvement, and empowering the role of the service desk. Results included problems being resolved, Gartner metrics in the best-in-class range, and SLAs matching Gartner's outstanding levels for similar services. Further improvements could include fully utilizing a CMDB within key processes.
The document discusses the role of information technology in business in 5 areas:
1. Marketing - IT allows businesses large and small to have an online presence and conduct e-commerce.
2. Storage - IT is used to store business data like inventory, sales, finances in programs like Excel for easy access.
3. Communication - Email and file storage has replaced paper communication and allows businesses to operate in the 21st century.
4. Product Development - IT can speed up new product time to market by gathering customer data and using design software.
5. Globalization - IT allows businesses to outsource functions and stay connected to operate internationally.
I have created a partnership with Onward to Opportunity which is a veteran ran 501(c)3 non-profit organization. On a quarterly basis I teach a 6 hour course ranging from Information Technology Security Basics to Navigating the Cyber Security Job market. We deep dive into how cloud services have changed the entire market bringing remote security opportunities to the forefront of the market.
Data capabilities and competitive advantageNUS-ISS
This document discusses data capabilities and competitive advantage, drawing from lessons from consulting and research. It provides several examples and case studies to illustrate key points. The examples show how differentiating between drivers, levers, and causes is important to avoid making incorrect assumptions. They also demonstrate how the direction of causality and errors in arithmetic can pose problems. The document advocates using multiple metrics and perspectives, such as through the balanced scorecard framework, to measure performance and link data capabilities to organizational objectives. It also discusses different views on the impacts and transformative nature of technological changes and digitalization.
The document discusses electronic business (e-business) and its applications. It defines e-business as the application of information and communication technologies to support business activities. E-business focuses on using ICT to enable external business relationships and activities.
It then discusses key aspects of e-business including definitions, infrastructure requirements, reasons for adopting e-business, implementation process, new business rules, potential benefits, examples of e-business applications, e-marketing tools, and phases of e-business development. The benefits highlighted are increased revenues, reduced costs, improved customer retention, enhanced brand image, and higher productivity.
The document discusses how traditional sources of competitive advantage are diminishing, and that data and predictive analytics now represent an opportunity for companies to gain a unique advantage. Specifically:
- Costs of data storage, processing and predictive tools are falling rapidly, allowing companies to leverage large amounts of data.
- Combining internal data sources with customer and third-party data, then developing predictive models and actuating on those predictions can provide significant competitive differentiation.
- To take advantage of this opportunity, companies need to build a data-centric culture, train staff in data and analytics, and focus on competencies like data capture, integration, modeling and engineering data-driven interventions.
Advantages And Disadvantages Of Cyber-Crime In The HotelPatty Buckley
This document discusses cybercrime and transaction processing systems in hotels. It defines cybercrime and lists some types that could affect hotels, such as hacking reservations or stealing credit card numbers. It also defines a transaction processing system (TPS) as a system that processes transactions, gives examples of what it could be used for in a hotel like payroll and purchases, and lists advantages like cost effectiveness and increased efficiency and disadvantages like costs and need for maintenance. It recommends a hotel implement a TPS to help with transactions.
The document discusses trends in applying artificial intelligence (AI) to IT service management (ITSM). It defines AI and discusses how AI can interact with and improve the IT service desk through chatbots, recommendations, and prioritizing knowledge bases. The document outlines use cases for AI in ITSM like improving self-service, decision making, and services. It also covers benefits like better user experience and time to insight but challenges like resistance to change and lack of trust. Industry experts provide opinions on using AI to augment rather than replace humans. In conclusion, AI is poised to be a boon for ITSM by complementing human agents.
Leverage cutting edge cognitive automation ml and rpa to elevate business valueEclature
Automation is revolutionizing the way business functions are conducted. Together with artificial intelligence (AI) and robotics, automating events, processes and tasks offer cross-enterprise IT visibility that results in improved productivity and superior user experiences.
ITIL is a framework that provides best practices for IT service management. It focuses on standardizing processes and procedures to improve efficiency. DevOps is a software development practice that emphasizes collaboration between development and operations teams. Some believe DevOps will replace ITIL because it streamlines processes and enables faster delivery of software updates through automation and collaboration. However, others argue ITIL and DevOps can coexist, with ITIL providing governance and DevOps improving agility through cultural and technological changes.
Technology Business Management: Managing the Cost, Quality and Value of IT Se...Apptio
The document discusses how Technology Business Management (TBM) can help IT organizations manage costs, quality, and value. TBM provides software and methodology to track the full cost of delivering IT services. This gives IT leaders transparency into costs so they can optimize operations and have credible discussions with business stakeholders. TBM solutions also help IT finance teams provide accurate reporting on costs to different parts of the business and simplify budgeting processes.
AI IN INFORMATION TECHNOLOGY: REDEFINING OPERATIONS AND RESHAPING STRATEGIES.pdfStephenAmell4
AI has become a disruptive force within the IT industry, offering a wide array of applications and opportunities. It has gained attention for its capacity to optimize operations, foster innovation, and enhance decision-making processes. AI is making significant strides in IT, empowering organizations to streamline processes, extract valuable insights from vast data sets, and bolster cybersecurity.
Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't TransformationitSMF UK
This document summarizes a presentation about digital transformation and enterprise service management. The presentation discusses:
1) How to build and implement a digital transformation strategy, engage management, and regain control of data silos through enterprise service management solutions.
2) The need for IT to shift from a focus on running the business to growing and transforming the business through digital evolution.
3) Examples of using the same service management principles across different business functions like HR, facilities, and IT through a consolidated platform to standardize and automate processes.
IT service management (ITSM) is the process by which IT professionals manage the end-to-end delivery of IT services to clients. It comprises all of the processes and activities involved in designing, developing, delivering, and supporting IT services. A common ITSM scenario would involve a user submitting a request for new equipment via a portal, filling out a ticket with details, and initiating a cycle to route the request to the IT team for prioritization and resolution. ITSM teams manage all types of workplace technology from laptops to servers to mission-critical software applications.
RealOps IOA Editorial for BM Mag - FINALJohn Scott
The document discusses how IT service management (ITSM) and integrated operations automation (IOA) can help align IT with business needs by linking people, processes, and technology. ITSM frameworks like ITIL provide models for mapping IT services and processes to prioritize resources according to business priorities. IOA aims to introduce automation to replace manual IT tasks, freeing up staff for higher-level work. By integrating operational elements across technology, processes, and organizational silos, IOA can help achieve comprehensive automation and more efficient, scalable IT service delivery aligned with business goals.
(ONLINE) ITIL Indonesia Community – Meetup “Modern IT Service Management Tran...ITIL Indonesia
- The document discusses how IT service management is transforming to better support modern ways of working like Agile, DevOps, and cloud-based models. It is repositioning to be more customer-centric and focus on automation, AI/ML, and delivering outcomes as a service.
- A holistic point of view of IT management is presented, covering aspects like organization, processes, technology, governance, and performance management. Multiple dimensions must be analyzed to understand how effective the current operating model is.
- An example IT governance structure with three levels is shown to balance IT demand and supply. The ideal IT organization model depends on factors like flexibility, synergies, and cost pressures.
- Key interactions between
The document discusses opportunities for automating IT processes based on the Information Technology Infrastructure Library (ITIL) framework. It identifies seven areas ("DOTWIMP") where variability in IT processes can be reduced through automation: defects, overproduction, transporting, waiting, inventory, motion, and processing. Specific opportunities for automation are outlined, including incident management, change and release management, service level management through an automated service catalog, and availability and capacity management scripts. The document advocates evaluating current IT processes to identify repetitive, manual tasks that could be replaced with automated scripts to improve efficiency and reduce costs.
Deloitte - Automate this: The business leader’s guide to robotic and intellig...UiPath
We have seen it in the movies...we have read fantastical futuristic fiction about it as youngsters in school...and now it is upon us: Robots performing human tasks.
The future posed by visionary film creators and novelists is still a bit further away, but the technological advancements which could make it possible are coming, and potentially with great speed. There is a buzz around how robots can transform business processes. We have been talking for years about robots — the droids that mimic humans in a factory — but now we are on the verge of seeing robots that replicate the human brain, rather than only arms and legs. Just like their physical cousins transformed manufacturing, these “virtual” robots are likely to change the way we run our business processes.
The document discusses how adopting green IT practices can significantly benefit businesses through 60% growth and 40% improvements to environmental sustainability, according to research. Green IT involves implementing standards that reduce the negative environmental impacts of information technology. Overall, green IT is presented as a way for organizations to gain competitive advantages through increased growth while also helping the environment.
The document discusses disruptive technologies and trends impacting Israeli CIOs in 2006 according to interviews and surveys conducted by the author. Some key points include:
1) Most CIOs saw increases in their 2006 budgets compared to 2005 and report directly to the CEO. Outsourcing and temporary staffing were common.
2) Emerging technologies of interest included SOA, enterprise architecture, analytics, and open source software. CIOs wanted skills in these areas.
3) Survey results found that asset management, business process mapping, and integrating systems were priorities to improve operations and decision making. This creates opportunities for vendors in these areas.
Automating self-service IT can help reduce an organization's total cost of ownership. Self-service IT allows properly authorized users to provision standard IT services themselves using ITIL best practices. This automation optimizes service desk and provisioning resources, reduces errors and service calls, and enables compliance reporting. Currently, IT service provisioning involves manual processes that are 55% manual and only 25% automated. Automating provisioning can empower users and the service desk to automatically provision standard services like applications, files, distribution lists and hardware. This reduces costs while giving users fast, on-demand access to services.
The document discusses trends in the Israeli IT market and technology adoption based on surveys of IT departments and vendors. It covers methodology, disruptive technologies driving innovation, the effect of cheap technologies, architectural trends, vendor-user relations, and forecasts for user budgets and the market in 2007-2008.
EMA Report: The Future of IT Service Management: Five Key Directions for ChangeCAROL MALIA
The document discusses 5 key directions of change for IT service management: 1) Cloud computing is requiring improved resource utilization insights, self-service access, change management, and governance across cloud/non-cloud environments. 2) Agile software development will increasingly require meaningful integration between service desks and development processes. 3) Mobile computing is both a resource for users and IT professionals. 4) Improved communication across IT is needed to support effective service delivery. 5) Understanding end users is redefining the role of IT and ITSM through improved dialogue and awareness of user experiences. The service desk is taking on more responsibilities related to these changes.
EMA research consistently tracks IT service management (ITSM) as a hub of digital transformation and change.
What’s new are the ways artificial intelligence (AI), automation, and analytics are redefining ITSM’s role in
business innovation, services, and organizational reinvention. Although potentially game-changing, these
advances are not challenge-free. Technological complexity, functional understanding, resource allocation, and
simple resistance to change all exert a drag on adoption
The document summarizes Nexthink's IT Operations Analytics solution. It describes how Nexthink uses end-user analytics to gather and analyze data from end-user devices and the environment to provide visibility into IT operations from the end-user perspective. This allows organizations to optimize projects, improve service quality, and manage risks. Nexthink's approach is unique in that it uses self-learning technology to detect issues without needing to predefined rules or thresholds.
Similar to Why and How Modern IT Departments Will Use AI in 2018 (20)
SATTA MATKA SATTA FAST RESULT KALYAN TOP MATKA RESULT KALYAN SATTA MATKA FAST RESULT MILAN RATAN RAJDHANI MAIN BAZAR MATKA FAST TIPS RESULT MATKA CHART JODI CHART PANEL CHART FREE FIX GAME SATTAMATKA ! MATKA MOBI SATTA 143 spboss.in TOP NO1 RESULT FULL RATE MATKA ONLINE GAME PLAY BY APP SPBOSS
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...my Pandit
Explore the fascinating world of the Gemini Zodiac Sign. Discover the unique personality traits, key dates, and horoscope insights of Gemini individuals. Learn how their sociable, communicative nature and boundless curiosity make them the dynamic explorers of the zodiac. Dive into the duality of the Gemini sign and understand their intellectual and adventurous spirit.
The Evolution and Impact of OTT Platforms: A Deep Dive into the Future of Ent...ABHILASH DUTTA
This presentation provides a thorough examination of Over-the-Top (OTT) platforms, focusing on their development and substantial influence on the entertainment industry, with a particular emphasis on the Indian market.We begin with an introduction to OTT platforms, defining them as streaming services that deliver content directly over the internet, bypassing traditional broadcast channels. These platforms offer a variety of content, including movies, TV shows, and original productions, allowing users to access content on-demand across multiple devices.The historical context covers the early days of streaming, starting with Netflix's inception in 1997 as a DVD rental service and its transition to streaming in 2007. The presentation also highlights India's television journey, from the launch of Doordarshan in 1959 to the introduction of Direct-to-Home (DTH) satellite television in 2000, which expanded viewing choices and set the stage for the rise of OTT platforms like Big Flix, Ditto TV, Sony LIV, Hotstar, and Netflix. The business models of OTT platforms are explored in detail. Subscription Video on Demand (SVOD) models, exemplified by Netflix and Amazon Prime Video, offer unlimited content access for a monthly fee. Transactional Video on Demand (TVOD) models, like iTunes and Sky Box Office, allow users to pay for individual pieces of content. Advertising-Based Video on Demand (AVOD) models, such as YouTube and Facebook Watch, provide free content supported by advertisements. Hybrid models combine elements of SVOD and AVOD, offering flexibility to cater to diverse audience preferences.
Content acquisition strategies are also discussed, highlighting the dual approach of purchasing broadcasting rights for existing films and TV shows and investing in original content production. This section underscores the importance of a robust content library in attracting and retaining subscribers.The presentation addresses the challenges faced by OTT platforms, including the unpredictability of content acquisition and audience preferences. It emphasizes the difficulty of balancing content investment with returns in a competitive market, the high costs associated with marketing, and the need for continuous innovation and adaptation to stay relevant.
The impact of OTT platforms on the Bollywood film industry is significant. The competition for viewers has led to a decrease in cinema ticket sales, affecting the revenue of Bollywood films that traditionally rely on theatrical releases. Additionally, OTT platforms now pay less for film rights due to the uncertain success of films in cinemas.
Looking ahead, the future of OTT in India appears promising. The market is expected to grow by 20% annually, reaching a value of ₹1200 billion by the end of the decade. The increasing availability of affordable smartphones and internet access will drive this growth, making OTT platforms a primary source of entertainment for many viewers.
3 Simple Steps To Buy Verified Payoneer Account In 2024SEOSMMEARTH
Buy Verified Payoneer Account: Quick and Secure Way to Receive Payments
Buy Verified Payoneer Account With 100% secure documents, [ USA, UK, CA ]. Are you looking for a reliable and safe way to receive payments online? Then you need buy verified Payoneer account ! Payoneer is a global payment platform that allows businesses and individuals to send and receive money in over 200 countries.
If You Want To More Information just Contact Now:
Skype: SEOSMMEARTH
Telegram: @seosmmearth
Gmail: seosmmearth@gmail.com
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
How MJ Global Leads the Packaging Industry.pdfMJ Global
MJ Global's success in staying ahead of the curve in the packaging industry is a testament to its dedication to innovation, sustainability, and customer-centricity. By embracing technological advancements, leading in eco-friendly solutions, collaborating with industry leaders, and adapting to evolving consumer preferences, MJ Global continues to set new standards in the packaging sector.
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
Why and How Modern IT Departments Will Use AI in 2018
1. Deliver IT Services Faster, Cheaper, and Better
Through the Exploitation of Artificial Intelligence
Why and How Modern
IT Departments Use
AI in 2018
2. 02
There has been much talk of, and writing on, Artificial Intelligence (AI) during 2017. It’s definitely
one of the hottest technology trends right now but, more importantly, how will AI help your
business? With the emphasis firmly on the how.
This paper will help you to better understand what AI is (including some of the terms frequently
used in the context of AI), what it is capable of, and how it is currently applicable to IT Operations
Management and IT Service Management opportunities and challenges in particular.
• The IT Operations Management and IT Service Management issues currently faced by
IT departments
• What AI is and how it can help – The generic benefits for organizations
• The generic AI use cases
• Specific IT Operations Management and IT Service Management AI use case examples
• How to negate some of the potential barriers to AI adoption
• Statistics on how AI adoption will take off in 2018
• Nine steps for preparing for AI adoption in 2018
Please read on for helpful information on:
www.symphonysummit.com
3. • The IT industry has “taken its own medicine”, in the form of using technology to support
corporate IT departments. We’ve seen more and more IT-management systems and
automation utilized to develop, implement, manage, and optimize firstly IT domains, then IT
services, and now the end-user experience; with AI the latest technological advance available
for IT operations’ improvements.
• IT Service Management best practices and technologies have been employed due to the
continued acceptance of the need for, and benefits of, a more formalized approach to IT
service delivery and support. Driven, in part at least, by the popular IT Service Management
best practice frameworks, most notably ITIL, ISO/EC 20000, and COBIT.
• Technology (and IT service) delivery models, and thus the IT Operations Management and
IT Service Management practices required, have morphed – especially in recent years –
through various on-premises models and now the continued adoption of public, private, or
hybrid cloud.
• New approaches to IT service delivery and support continue to be added to the IT Operations
Management and IT Service Management mix, for instance, DevOps, IT4IT, enterprise service
management,i
and service integration and management (SIAM); with more, such as VeriSM and
the next ITIL version, arriving in 2018.
The Current State of IT Operations and the
Rise of AI
IT Operations Management practices have evolved greatly over the last forty-plus years:
03
Such changes, along with others not listed, have continue to make, the lives of IT operations
professionals easier and the outcomes of their efforts better. However, such change has not
happend in a vacuum; and many would argue that the real driver for the IT operations change is
the ever-greater business dependence on IT and other factors related to the increasing need for
IT departments to “deliver more with less.” Effectively, there has been an irresistible necessity
imposed by IT customers.
www.symphonysummit.com
4. However, IT Departments are still under pressure
The challenge here, of course, is that all of these aspects are important to the success of
modern-day IT departments, and the parent organizations they are part of. So, it isn’t practical (or
even possible) to abandon any one aspect in favor of the other two.
Fortunately, for the IT industry and its customers, it no longer needs to be a case of “pick any two,”
because AI and automation can facilitate IT departments in becoming faster, cheaper, AND better.
At a simple level of abstraction, the “delivering more with less” mantra mentioned above can be
viewed as a variation of “faster, cheaper, better– pick any two”ii
:
Faster (and with greater flexibility)
Delivering new capabilities, making informed decisions, resolving issues, or delivering
IT service and/or operational improvements more quickly.
Cheaper (but with a focus on value over cost)
Reducing operational costs and realizing efficiencies while upping business value
wherever possible.
Better
Improving IT service quality, including availability, and increasingly, importantly, better
meeting the end-user expectations of IT services, support, and customer service.
04www.symphonysummit.com
5. 05
Term
Artificial intelligence
Machine learning
Definition
“…intelligence exhibited by machines, rather than humans or other
animals (natural intelligence, NI). In computer science, the field of
AI research defines itself as the study of ‘intelligent agents’: any
device that perceives its environment and takes actions that
maximize its chance of success at some goal. Colloquially, the term
‘artificial intelligence’ is applied when a machine mimics ‘cognitive’
functions that humans associate with other human minds, such as
‘learning’ and ‘problem solving’”
“…the subfield of computer science that gives ‘computers the
ability to learn without being explicitly programmed’
“…evolved from the study of pattern recognition and
computational learning theory in artificial intelligence, machine
learning explores the study and construction of algorithms that can
learn from and make predictions on data.”
Chatbot “…a computer program which conducts a conversation via auditory
or textual methods. Such programs are often designed to
convincingly simulate how a human would behave as a
conversational partner, thereby passing the Turing test.iv
Chatbots
are typically used in dialog systems for various practical purposes
including customer service or information acquisition.”
The term “AI” covers a wide spectrum of things, and it would take a paper in itself to define and
describe its various flavors. Instead, this paper focuses on an IT Operations Management and IT
Service Management use-case perspective, with a number of key definitions helpful in providing a
common basis for the potential use cases offered here iniii
:
What AI is and how it can help IT Operations
www.symphonysummit.com
6. The Generic Benefits and Risks of AI
At the generic level, AI has the potential to be that much-needed IT Operations Management and
IT Service Management “silver bullet” that can deliver our dreams of better service without the
usual overheads of more staff, expensive technology, and the need to wait for solutions to arrive.
Despite how many media articles talk about this emerging technology, AI is already here and
helping different business functions, in various industry verticals, to replace or augment existing
manual operations – adding “heavy thinking” capabilities along with the “heavy lifting” help already
offered by more traditional automation.
AI can of course help with “heavy lifting and, as such, the generic benefits include those of
traditional automation, for instance:
Improved customer experience.
The benefits listed below collectively contribute to deliver better IT service delivery, support, and
customer service.
Increased speed of execution.
Automation works more quickly than people, and 24x7 without the need for breaks or planned
and unplanned absences.
06
Robotic process
automation (RPA)
Natural language
processing (NLP)
“…an emerging form of clerical process automation
technology based on the notion of software robots or
artificial intelligence workers”
“…a field of computer science, artificial intelligence and
computational linguistics concerned with the interactions between
computers and human (natural) languages, and, in particular,
concerned with programming computers to fruitfully process large
natural language corpora (samples)”
www.symphonysummit.com
7. Cost reductions.
Automation is cheaper than human labor, and the augmentation of human labor with automation
(and AI) will often deliver the optimal balance of positive outcomes and costs.
Reduced “human error.
They say that “to err is human” with such errors costing in terms of quality, speed, business
reputation, or the financial cost of rework or even lost business.
Reduced human intervention.
It’s an overlap of the above three bullets, possibly to different extents based on the automation
use-case scenario.
Increased task or process adaptability.
It’s easier to change automation elements than the day-to-day practices of people who have done
exactly the same thing for the last few years.
More specifically, IT departments (and this is likely to be most of them over the next few years) are
seeing, and will see, better and more relevant solutions to their needs delivered faster and more
cheaply. Using IT support as an opening example of AI-delivered benefits (there are many more
offered later), there will be less need for issues to be rectified, with AI identifying potential issues
and applying the right action before end users, customers, and IT staff even notice:
• For end users and customers, there’s a better service and support level which comes from both a
better response when they have issues or requests, and from not even having those type of
issues or outstanding needs anymore.
• For the IT departments, there’s greater reliability and consistency for services and operational
processes, and at a lower cost.
• For IT staff, as with all the previous stages of technological innovation, AI offers them a release
from boring and repetitive tasks, allowing them to focus more on the innovative and challenging
elements of their roles.
07www.symphonysummit.com
8. 08
But AI is not without its concerns
As with all things in life, the AI benefits also bring some element of risk. In the broader world,
we hear big and wild fears about AI from the media, including threats to humanity’s continued
existence. But in IT Operations Management and IT Service Management, for the most part,
the real risks are just the latest variations of the traditional risks that new technology has
brought with it over the years.
These include:
• Industry hype and hyperbole. While the eventual expectations of AI may indeed be realized,
some early technology adoptions will inevitably fall behind the initial promises. Thus, some
degree of realism, moderated, targets, and pragmatism are required.
• That AI will not totally replace human involvement. AI capabilities are already impressive
but still, if the technology is not set up and used correctly, with parameters and measures
incorrectly matched to customer needs, AI is as capable as any technology of delivering
outputs not matched to the real business needs. Thus, it will still be possible to deliver the
wrong things well (with AI), unless the business vision for AI is properly understood and
communicated.
• That there will be increased expectations once new AI solutions are implemented. As with
any well-publicized technological innovation, there are heightened expectations and the
extra pressures. As with cloud during the last decade, some AI vendors will market broadly,
targeting IT’s customers directly and expanding their expectations – possibly beyond a
reasonable and realizable level.
www.symphonysummit.com
9. 09
With a clear understanding that AI has already arrived, and how it’s already helping organizations
with external customer support in particular, IT departments should fully expect AI to be just as
valuable not only to themselves but also elsewhere within the organization.
It’s therefore worthwhile considering many of the existing external customer support successes,
where it’s no surprise that technological innovation finds some of its first uses in improving
customer engagement channels and outcomes, and thus revenues.
Learning from B2C Customer Support AI Successes
Generic IT Support Examples
New initiatives for IT are not necessarily new to the business as a whole, and when the application
of AI to the IT Operations Management and IT Service Management space is considered, there’s
already much that can be learned from consumer-world, business-to-consumer (B2C) customer
support scenarios. Where IT’s customer-service peers are already dipping their toes in the
AI-opportunities water, with useful lessons-learned available that can be passed on and exploited in
an internal support context.
Such B2C, or even business-to-business (B2B), customer service/support lessons show that AI
can help IT support, to deliver:
• A better customer experience and increased customer satisfaction. Through the faster and
more effective resolution of issues, information assistance, and provisioning; especially
reduced waiting times.
• Increased customer service satisfaction levels by agent. By taking the routine issues and
tasks away from agents, and letting AI deal with them, what’s left becomes more interesting,
and it’s easier to spend more time relating to callers and ensuring they get what they need.
• Reduced end user/customer attrition. Happy customers, often are the ones who get the
help and answers they need quickly and don’t go looking for alternatives elsewhere. They
are also more likely to recommend IT’s services to colleagues.
The Possibilities of AI for IT Operations Management and
IT Service Management
www.symphonysummit.com
10. 10
• Better insight and decision making. This might relate to IT operations, service quality, or
something else. With AI capable of undertaking “heavy thinking” as well as the “heavy lifting”
usually associated with traditional IT automation, from the capacity to handle and analyze large
data sets through to the creation of intelligent dashboards.
• Reduced customer effort. For instance, a help facility that’s easy to find, and immediately
available, such as live chat on a portal or website can be much easier to engage with than
seeking telephone contact. Especially if the latter involves committing significant time to waiting
(and listening to holding music and recorded messages). Plus, AI-enabled chat is typically
available 24x7.
• Reduced cost per ticket. Once established, AI is consistent, faster, and cheaper than
people-based alternatives. Plus, costs are still reduced when AI-augmented people are involved
in IT operations or IT support.
• Reduced costs of service operations. If automation and AI wasn’t cheaper, many companies
wouldn’t be using it (or considering its use).
• The ability to scale quickly. Not only does automation and AI scale more easily, change can be
enacted quickly.
• Reduced staff on-boarding time. There may or may not be fewer staff, but there’s definitely less
learning, on how to deal with all the routine issues and tasks that AI can deal with, required.
AI can also help with new staff learning curves.
• Increased revenue and improved business outcomes. AI, by delivering all of the above and more,
delivers against the pervasive IT department needs for faster, cheaper, and better.
www.symphonysummit.com
11. Specific IT Operations Management and
IT Service Management AI Use Cases
11
Specific IT Support Examples
These general trends in AI are used for external customer, and then internal IT support, give a flavor
of what’s possible. More specific examples, as described below, flesh out that flavor with a little
more substance:
• Website and social-media chatbots are already asking customers routine questions, and
delivering the requisite answers to us, every day (possibly even without us knowing). They might
not be passing the Turing test yet, but it demonstrates that people are perfectly okay conversing
with machines, and trusting the answers they give, when it is done well. Such access to an
immediate answer, without waiting for an agent to be free, is seen as a game changing benefit by
many customers.
• As well as learning for itself, the AI works in harmony with human support agents by recognizing
and capturing new issues and resolutions through the analysis of tickets logged and solved by
their human colleagues. This is one aspect of how AI is revolutionizing knowledge management
in terms of its range and usefulness.
• The collaboration between AI and natural intelligence is booming in workplace scenarios just as it
is socially, where Alexa, Siri, and others make our lives easier at home. Such intelligent, or virtual,
personal assistants can also help us at work, speeding up access to the information, services, and
technology that in this case, IT Operations Management and IT Service Management staff need.
Digging deeper, many of the generic benefits that AI offers (as with the intelligent, or virtual,
personal assistants) will bring advantages to IT Operations Management and IT Service
Management. And just because these are familiar benefits, that are hopefully widely enjoyed, IT
departments shouldn’t overlook the added value they can bring to both IT and other lines of
business (through enterprise service management). So, with these benefits safely “pocketed,” it’s
worth looking more closely at a few examples of the use cases and benefits more specific to IT
Operations Management and IT Service Management:
www.symphonysummit.com
12. 12
• Providing a 24x7, low-cost and high-speed, first contact chat experience.
Chatbots, backed by effective knowledge management, can be utilized to handle level 0 and 1
contacts, this might be using the more traditional text-based chat or NLP-enabled voice UIs. The
AI technology can either assist the end user directly by solving their issue or processing their
service request. Or the chatbot can take the conversation so far, quickly gathering the required
information from the end user before handing the end user over to a human to finish the
engagement who is assisted by contextual data and knowledge, and automated provisioning
capabilities. This lowers cost for the IT department (and organization as a whole) and quickens,
with a better experience, for the end use or customer.
• Improved event management and predictive issue identification.
It’s the equivalent to the progress seen in automotive technology. In the car we’ve gone from
unreliable human abilities to feel vibrations and to hear strange noises, to the constant
monitoring of all moving parts, notifications, and even automated resolution or compensations.
In fact, modern cars are great exemplars for both automation and AI. There four-wheel drive,
traction control, single-wheel braking, and much more that’s invoked by the technology without
the need for human approval or even possibly intervention. Plus, the industry is well on the way
to driverless cars too. In IT Operations Management and IT Service Management terms this
translates to evermore comprehensive event management and self-learning analysis, using more
data than a human could ever contemplate processing. AI can not only be trusted to monitor the
IT estate but also to take appropriate action, and to learn new actions to take, based on what can
be observed or deduced. Just as with cars, issues are averted before they happen, and it might
only sound like proactive problem management on steroids, but this would be totally underselling
the AI opportunity here.
• Improved resource demand planning and supply chain management.
AI can offer a far more reliable vision of an IT department’s, or business’, future needs. How
much, when it should be ordered, from whom, when and where it should be delivered, and more.
Using AI to study the increasingly vast amount of historical data available, and understanding it,
offers the chance for smarter resource planning and ordering saving time, money, space, and
stress while delivering exceptional services and meeting business and customer demands. It’s
“just in time” management taken to the max and there’s more on optimal staff utilization below.
• Automated work routing, processing, and exception handling.
Making the best use of scarce resources, AI, human, and otherwise, is a massive source of savings
and efficiencies for many IT departments and their parent organizations.
www.symphonysummit.com
13. For instance, keeping track of all the available resources and skills is difficult, and offers potential
for efficiency savings when work is dealt with faster and more effectively. AI can know when a
given situation requires human support or not, and who needs to be involved. AI will get this
right much more reliably than human workers can and some of the issues associated with AI,
related to the fact that they aren’t human, are actually positives. For instance, AI is not affected
by modesty, an inflated ego, or over-assumed personal skill levels.
• Staffing optimization.
Teasing out more from the previous bullet, AI knows more about your people than the people do.
For instance, who should do what? Addressing the most logical use of staff resources isn’t easy,
and perhaps something most human minds are not best suited to. This isn’t just applying people
resources to what has been asked for, it’s being sure that ALL the considerations are taken into
account, fed by the two previous applications of AI perhaps. From identifying the best new
people to recruit, to accurately matching the right numbers of people, and the associated
knowledge and skills, needed for different tasks at various times throughout the month.
• Reducing the manual overheads of, and time taken for, repetitive IT Operations Management
and IT Service Management tasks.
This not only includes the aforementioned improved event management and predictive issue
identification, and automated work routing, processing, and exception handling. But also user
account management, server administration, disk and storage management, network
management, OS and software management, and other common IT Operations Management
activities. RPA, along with more traditional automation capabilities, will ultimately free scarce IT
people resource up to concentrate on more complex and higher-value-adding tasks and projects.
• Improving the end-user (and other human stakeholder) experience.
This can cover many things, from the overall experience to specific techniques, such as
personalization to delivering better support based on improved speed, customer support, and
choice of access and communication channels. For instance, using AI to match the right channel,
or even interface, to the involved person, to maximize the ease of interaction and understanding,
has more potential than IT Service Management has ever been able to address to date. The
support of multiple UIs, matching them to needs, or even to an individual’s particular mood at
any given time, is only going to be viable through the speed and monitoring of responses that AI
can offer. For instance, let AI-enabled sentiment analysis capabilities understand that the end
user is subconsciously stating: “Be nice to me, I’ve had a bad day” without the support agent
even needing to ask. It’s a step-change in service quality that’s waiting to be exploited.
13www.symphonysummit.com
14. www.symphonysummit.com 14
Negating Some of the Potential Barriers to AI Adoption
Earlier in this paper, some of the possible risks that AI might bring were mentioned. It’s good to
mention these up-front, seasoning the good news with a little salutary caution. But such concerns
can be avoided with sensible care.
As an IT professional, you are probably experienced in the specification and acquisition of goods
and services, and especially major software tools. That experience needs to be brought to the
adoption of AI, and appropriate staff, with appropriate knowledge and skills should be involved as
early as possible.
Then viewing AI as an alternative or,worse–only as a replacement for people will be a mistake. For
AI to work, it needs to be seen as a complement to human work, an enabler and supporter to the
human workforce which is not going away. Existing staff may well feel threatened by AI, seeing it as
a threat to their employment and, therefore, organizations should:
• Involve staff in exploring the options, opportunities, and preferences for using AI.
• Emphasize the benefits of AI to staff, especially their liberation from boring, repetitive tasks, and
the consequential opportunity to work on more interesting “exception cases that will still require
human perception to succeed.
• Try to treat it as just one more IT tool to be used, for the benefit of business, staff, and customers
in many ways it’s similar to the introduction of self-service and the benefits that it offers.
• Admit up-front any expected staff reductions denying it only makes things worse when they
happen. But remind staff that if there are fewer jobs, it will be because the remaining work will
be more attractive.
There’s also the opportunity to use your organization’s agile capabilities and experience. Don’t see
AI as one big project. Instead, start small, with something of use and value – think “Minimum Viable
AI Use Case.”
Lastly, be sure to get a realistic message out to your senior managers and business leaders, before
they start to believe the marketing hype they will no doubt be subjected to. Try hard to get them
involved by ensuring that they understand the benefits to the organization and to them, personally.
15. 15
Don’t just talk about it, Do something soon
AI adoption for IT Operations Management and IT Service Management, and in particular IT
support, will take off in 2018; and will soon become a “must have” for under pressure and
quality-focused IT departments. As already mentioned, organizations need to start soon, if not now.
Potentially starting small, setting precedents, and demonstrating the usefulness and value of
different AI use case scenarios before then building on them.
AI will be:
• A way of saving time and money, while delivery a better quality of service.
Lessons learned from 50 years of automation apply as much with AI as they have always done
here. There’s so much precedent on how important it was to keep up with current IT-evolution
trends in optimizing business operations and outcomes, and this applies to AI adoption as well.
• Needed to meet consumer-world-driven expectations of IT service delivery and support.
Staff, customers, end-users, and just about all other stakeholders are becoming used to being
supported by AI in their everyday lives – from dealing with utility companies to playing games on
their personal technology. They’ll expect the same in their work environment and to keep
customers and to attract and keep good staff, there’s a need begin the exploitation of AI
capabilities now to reflect the desired situation.
• A competitive advantage for the business as a whole.
AI isn’t a new toy for IT, it’s an essential step into the 21st Century for the whole organization.
This will require organizationally-wide understanding and support of AI possibilities and of the
impact to the current ways of working.
www.symphonysummit.com
16. Key Steps in Preparing for AI Adoption
This paper has so far introduced to the “art of the AI possible.” But, as AI exploitation takes off in
2018, your organization needs to be doing more than just thinking about using AI. However, it’s not
a case of using AI just because you can, i.e. being technology-led, instead AI needs to be assessed
for, trialed, and then deployed in IT Operations Management and IT Service Management use case
scenarios that deliver real business value.
The Internet is awash with AI statistics and information; some of these are free to access, some are
hidden behind paywalls. Then some come with a particular pedigree and are based on statistically
sound research, while some are merely the opinions of the authors that are either spruced up to be
“fact” or shared so many times that its origin (and validity) has been lost. Then there’s the issue of
information age. Because the evolution of AI is moving at such a rapid pace that what was predicted
in late 2016 might no longer be valid. And don’t be duped by the current articles that are using
statistics and quotes from 2016 or even earlier. The bottom line is to be careful when believing,
using, and sharing AI-related statistics and information.
Helpful AI Statistics and Information
Some good data points to include in your decision making or selling of AI business
stakeholders include:
• “Business leaders believe AI is going to be fundamental in the future. In fact, 72% term it a
‘business advantage.’” ~ PwCv
• “By 2020, artificial intelligence will create more jobs than it eliminates.” ~ Gartnervi
• “AI will reshape analytic and business innovation: A quarter of firms will supplement
point-and-click analytics with conversational user interfaces, and AI will make decisions
and provide real-time instructions at 20 percent of firms.” ~ Forrestervii
• “By 2022, one in five workers engaged in mostly nonroutine tasks will rely on AI to do their
jobs.” ~ Gartnerviii
• “By 2019, IT service desks utilizing machine learning enhanced technologies will free up to
30% of support capacity.” ~ Gartnerix
16www.symphonysummit.com
17. To help ensure that your organization takes the right steps towards AI exploitation, consider
using the following nine steps:
• Conduct research into the AI possible.
What are other organizations already doing? What’s possible, or about to become possible?
What isn’t possible, despite the potential marketing and media hyperbole? Who isn’t using it, and
why not?
• Talk to suppliers about their AI capabilities and roadmaps.
Not necessarily to buy yet, although you might see immediate opportunities, but definitely to
learn more about what other customers are achieving through AI adoption. And don’t be
embarrassed about asking for suppliers to spend time educating you – they will appreciate that it
needs to be done until more customer successes are in the public domain and, in the long run, it’s
their interest too.
• Get you staff on board and interested.
Run workshops, spend time, and make effort to make it clear you care about what they care. Be
clear about the benefits and risks, and honest about the potential for changes to existing ways of
working. Use organizational change management tools and techniques to help manage what is
going to be a considerable people change.
• Create an initial AI strategy that will evolve over time.
This might start very much as a loose statement of intent – “We will proactively exploit AI when,
and only when, it helps to deliver better business outcomes” – and become far more detailed as
successes are had and communicated.
• Pick a pilot for AI.
Start small (this has already been stated but it can’t be reinforced too much). Weigh the pros and
cons of focusing on an area that will make a visible difference at a business level versus and area
that will allow mistakes to be made in private. Let your organizational culture determine which
will be best for your pilot.
• Measure the things that you intend to change.
Things such ticket-related targets, user and customer satisfaction, or costs. Remember to record
the baseline before starting to allow for accurate comparison of the impact of AI.
17www.symphonysummit.com
18. i
Enterprise service management is the use of IT Service Management thinking, principles, best
practices, and enabling technology in other lines of business such as human resources (HR) and
facilities
ii
https://en.wikipedia.org/wiki/Project_management_triangle
iii
All four definitions are taken from Wikipedia, https://en.wikipedia.org
iv
“The Turing test, developed by Alan Turing in 1950, is a test of a machine's ability to exhibit
intelligent behavior equivalent to, or indistinguishable from, that of a human.” Source:
https://en.wikipedia.org/wiki/Turing_test
v
http://pwcartificialintelligence.com/
vi
https://www.gartner.com/newsroom/id/3837763
vii
http://www.zdnet.com/article/rethink-ai-in-2018-or-risk-failing/
viii
https://blogs.gartner.com/craig-roth/2017/12/05/489/
ix
Gartner, “Apply Machine Learning and Big Data at the IT Service Desk to Support the Digital
Workplace,” Colin Fletcher, Katherine Lord, 29 February 2016
• Implement your chosen first step, measure again, frequently, and adjust accordingly
(again, think agile).
If AI isn’t delivering the expected benefits in a chosen pilot area, don’t just stop – seek to
understand why. Was it a poor choice, a poor implementation, under resourced, or something
else?
• Communicate your success.
Do this quickly and comprehensively, and to the right business stakeholders. Remember that
your pilots are not only for the sake of IT Operations Management and IT Service Management
improvement, what’s being learned will help drive AI exploitation throughout the organization.
• Repeat steps 5-8.
Continue to test the AI waters, evolving your AI strategy as you go.
18www.symphonysummit.com