It is no illusion that the cloud is changing IT forever. The question is will it spell the demise of the enterprise IT department as we know it, or will it be a catalyst for the rebirth of IT as a more strategic, innovative, and service-oriented business function?
Cloud has ended IT traditional monopoly; however that does not have to be a threat. On the contrary, it can spark a transformation towards a more valuable and relevant business resource. It is clear that – with the democratization of IT – such organizations must shift its business and operational model from “sole provider and builder” to a model that enables the orchestration of a mosaic of service providers in one – ever changing – value network. This way, IT can become an agile business partner rather than a rigid slow moving DIY shop.
Whether you are an organisation implementing Service Management or a supplier delivering Service Management services to a customer there is always one important question - how do you show value? This isn't easy to answer. We know there is value but what can we show and how do we show it?
You hear the cliché all the time: People are our most important asset. But let’s actually look at that statement. If people are so important to your organization, how is that “asset” performing? Is it contributing to the objectives of the company? Is the performance of your human capital driving better business outcomes?
I spend a lot of time helping clients transform their IT organizations into ones that are ready for the future. We may talk about consumerization and cloud and how they are affecting IT. But what’s really happening is the democratization of IT. That is, IT doesn’t have the monopoly anymore. Businesses can go anywhere to buy IT services.
This leads to an urgent problem for traditional IT. Information services are absolutely necessary. But who will deliver them? Think of this as analogous to the restaurant business. The need for food will never go away – it’s integral to survival. But if you as a restaurant will not provide the right food, your customers will go elsewhere. In the same way, there’s no company in the world that can survive without information services. But the worst-case scenario is that you close your IT shop because the business is buying information services somewhere else.
I’ve worked for years helping CIOs and organizations transform their organizations. And in my experience leadership is the #1 thing that’s important if you want to achieve any form of change. This includes (large) ITIL implementations. If you don’t demonstrate leadership, people won’t actually change.