Presented by Reko Lehti from taival. at Applixure Symposium 1.2.2018

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.

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Three examples
of the change.
1. Amazon Dash

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Three examples
of the change.
2. Facebook

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Three examples
of the change.
3. Trump
(or Cambridge Analytica)

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

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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

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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

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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

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

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!