This is multi part digital transformation article. Please read part 1 to follow along.
In part 1 we talked about starting the digital transformation. The journey started with getting the resources prepared by evaluating their role within the enterprise. In part 2 we are going to see how the data collected in part 1 should be organized for delivery.
Products and Service:
The enterprise already know what product and services it provides to its end customers. In part 1 we looked at how resources should think about internal customers and products or services provided to them. After collecting and de-duping the products and service provided by the resources within the organization, we will have a list of products and services provided to internal customers. This helps in starting to organize the data for delivery.
Organization and Teams:
Once a list of products and services are enumerated, the next step is to start adding the resources that provide these services to the same data sheet. Resources, are in all likelihood, already organized along the lines of services provided and into teams. If this is not the case then teams can now be formed by combining resources providing common services. A single team may provide multiple services, however to keep it simple, a single service should only be provided by a single team. If you find that a single service is provided by multiple teams then in all probability there are more than one service and you should split the service into multiple services so that you can maintain a one service is provided by only one team relationship. on the contrary, a single team can provide multiple services. Obviously, the team will have leads or managers etc. and a hierarchy.
The questions that were answered in part 1 also provide a lot of insight into the how the above referenced service are delivered and the sequence in which they need to be delivered. This constitute the basis for processes. Remember, the services deliver new products and services as well support existing product and services. Separate processes apply to each. We will discuss more details about processes in the next article.
Part 1 also looked at how one measures their performance to keep track of how they are performing over time and to track their improvement. By the same token, services and processes should also have measures incorporated to see how they are performing and to evaluate their performance over time. These help in figuring out how services and processes can be optimized. We will also discuss more details about metrics and analytics in a future article.
Let me know if this is useful. We will be getting into PPM and ITSM specifics in the next article.
Links to other articles in the series