Traditionally the IT department would have seen its role to choose the best-in-class component technologies and then build, integrate and validate their choice for the business. The SDE will see already validated architectures, primarily Data Centre Converged Infrastructures, as a fast track and highly cost-efficient way to build out the higher layer services their organisation is willing to fund.
5. Embracing IT automation to drive IT and business agility
Most IT departments comprise people, technology and process. In operational terms, it is people who provide the effort and expertise and, therefore, represent the highest cost element within an IT department.
Unnecessary human intervention in the process of provisioning, managing and responding to systems failures in a service provider adds only one thing:cost.
The SDE will systematically move people into process - automated process - and build-out the user interfaces and back-end systems to enable it to deliver service as close to 100% efficiency as is achievable.
The SDE will strive to put people into roles that deliver new business innovation, and remove them from areas, such as process and technology, where people add little value and significant cost.
6. Transitioning staff from being experts in technology management to best practice exponents of service delivery and user experience
The converged infrastructure has been pre-validated by the vendor. Its implementation has been undertaken by a certified partner. The management platform has been automated to respond to all known incidents or faults and the user requests its provision through a fully automated portal.
So who needs to manage technology anymore? IT staff are regarded as the experts in running technology. The SDE will train its staff to be experts in engaging with the organisation, its departments and its users. Their role will be to help ensure near perfect service definition and to engage with service partners and providers on best practice service management.
Most importantly, when the organisation no longer cares about technology management, but cares deeply about user experience, the SDE will concern itself with how well it has met the expectations of its users. It will understand that these users now have a choice and can buy any IT service from any source they chose
7. Focusing on KPIs that demonstrate delivery of business agility and improved user experiences
According to a recent Gartner report, 90% of all IT Service Management programmes (ITSM) have not delivered the results expected. ITSM will be at the heart of the SDE's operating model. Best Practice ITSM process, systems and platforms are essential to transforming the IT department from expert managers of products and technology into best practice practitioners of service management.
8. Being unafraid to look externally-first for solutions and services providers for the majority of their business IT needs
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