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Fail to prepare for digital transformation, and you’re preparing to fail

Blog: Capgemini CTO Blog

Today organizations are wrestling with the challenge of managing an increased number of service providers each with their own SLA tools and ways of working. Managing this complexity is time-consuming and can make day-to-day operational activities like handling incidents, problems and changes challenging.

Cloud service providers offer their own set of terms and conditions, and customers have to adapt to their way of working. So, organizations have to be ready and capable of taking on cloud. If they’re not ready, experience shows that cloud will make matters worse; tickets will bounce, performance is inconsistent, cloud service will only make it harder to manage.  It’s vital to establish operation stability before embracing the cloud and starting on the journey to digital transformation.

For me collaboration is at the heart of service integration. It’s built on 3 principles:

  1. establishing a common way of working, standardization
  2. transparency of performance, how well the parties are performing in the endeavor
  3. shared accountability for outcomes, and service performance

Establishing this requires a culture change and strong leadership is needed to drive these changes from the top.

I’m passionate about Service integration because I’ve seen how organizations can struggle to deliver consistent quality services. The way in which IT services that are being provided is often not coherent, and the way in which providers are operating within silos just doesn’t make sense. Manufacturing has solved the problem of how to produce coherence and how to get parties to work together collaboratively. The Lean methodology comes from manufacturing, so applying the same discipline to IT services excites me.

At Capgemini we’ve been involved with Service integration for a long time, since the early 2000’s, we’ve gained a rich experience and have earned the trust of some of the world’s most well-known organizations. They’re seeing the benefits of increased flexibility, with the ability to take on or retire service providers, reduced costs, with waste being squeezed out of the system, greater control in removing ambiguity and holding all parties to account, and reduced risk by implementing a strict security regime and ensuring compliance.

Therefore, clients are sticking with us, such as the State of Texas who recently extended their relationship with us for 4 more years. I believe we have a great, unique multinational and multicultural team of people who thoroughly understand and know Service Integration. In my opinion we are by far the best placed to advise, supply and operate service integration for businesses.

Organizations are justifiably excited about the benefits of digital transformation but before journeying to the cloud operational stability and coherence of services is a must.  If you get integration right first then your journey to the cloud is going to be a far less bumpy ride. It’s about the right technology in the right places applied by the right people. Our approach at Capgemini is that technology means little without the right people behind it. Our expert people are always at the heart of what we do. So, we invite organizations to experience the Capgemini Effect, to transform themselves and offer new levels of satisfaction to their customers.




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