All organizations will tell you they are digitizing processes and operations - how can they not? However, Igor Lelieveld and Wilbert Wolswinkel maintain most IT service delivery organizations fail to see what’s really needed: a fundamental shift in mindset; well, two shifts, actually.  

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In this rapidly developing digitizing era, maximizing value is essential to remain a cut above the rest - we all know that. Intelligent automation and robotics offer organizations the possibility to transform and optimize their IT service delivery in ways they probably thought weren’t possible. Automation Champions, Igor Lelieveld and Wilbert Wolswinkel, shed light on the fundamental mindset shifts organizations need to adopt in order to establish themselves as frontrunners in the industry. ‘The fragmented, step-by-step implementation is insufficient; sometimes it’s better to turn the whole process on its head and start with a blank canvas.’


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‘Ask any organization if they are in the process of digitizing their IT service delivery, and most of them will inevitably say they are. Of course, they are: how - in the digital revolution we find ourselves in - can any organization not be in the middle of a transformation? However, what most organizations fail to realize is the fact that it is not worth their while to implement Intelligent Automation and Robotics throughout their process little by little, which most of them do. It’s a good start, but it simply won’t cut it. What organizations need to interrogate is how they can change their entire IT landscape in order to genuinely increase the business value and output.’

“Why Exactly Are We Doing This?”

‘It’s all about embracing a new approach to IT service delivery and how it can be modernized. Instead of a staggered, one-step-at-a-time digitization, organizations must look at things holistically and digitize the entire chain. The initial steps should be asking questions like “Why exactly are we doing this?” and “Which goals do we want to achieve?” and not merely adding tools and technology one after the other.’

‘This means that the CEOs, CTOs and CIOs of today need to rethink the whole end-to-end process and put the outcome first. What’s more, they need to make serious decisions regarding whether it will be more beneficial to implement the digitization process gradually or radically.’    

Drastic Shift in Mindset

‘That might seem drastic, and essentially, it is. It requires a fundamental shift in mindset: instead of looking at individual steps along the way; from this point on, the outcome of the process should be the starting point of the transition. Bearing the end goal in mind, organizations should redesign their entire end-to-end process to ensure they maximize the potential of AI and intelligent automation. The result? A fully redesigned process that optimizes the output, enabling the organization to utilize its full potential in delivering their product or service.’

‘In addition to reimagining processes within the organization, another shift in perspective is required. The idea that IT and business operations should operate as separate entities must be eliminated. IT should be incorporated in the business and vice versa; co-creation is the word we’re looking for here. Otherwise, it's not possible to really redesign the process end-to-end and prioritize output.’

Break Down the Wall

‘It’s a solid, long-standing wall that needs to be demolished. IT should no longer be considered as a separate department that employees turn to if they need a new password, want new software installed or need technical assistance. Now, IT needs to become an indispensable part of the organization and, in turn, the processes.’

‘It’s no longer a case of “us” and “them”: it’s now “we”. And we are all responsible for the success of the organization. It’s a mindset and ideology that needs to be adopted not only by IT people, but the organization as a whole. Having IT and the business working as one team, with a single output in mind instead of each of them having their own (interpretation of) KPIs, is an essential part of it. In fact, it's probably the most important cornerstone.’  

Miss the Boat Now and Never Catch Up

‘Why is all of this essential? It seems like the question we all know the answer to, but let’s reiterate the fact that there is simply no escaping this movement: organizations that do not step up their game in terms of new IT technologies will be the losers of the digital revolution. If you miss the boat, you may never get another chance to get on board. Catching up to the competition will be incredibly difficult, if not impossible.’

‘It’s true: the winner takes it all. Organizations with optimally digitized IT services also enjoy optimally maximized value - thanks to the high quality/low-cost aspect. Intelligent Automation is no longer about how your company does things – it’s who you are fundamentally.’

Questions IT Service Delivery Organizations Should Ask

‘So what does this mean for organizations that want to know how to utilize new technology and maximize business value? That they need to take three steps, basically.’

1. What are we doing now?
‘They need to determine which way is best for them to make the transition to implement new technology “How do we currently organize IT processes and how do these impact the end-to-end process? What is the best possible way to ensure the highest quality in the most cost-effective way?”

2. Why do we want to do this?
‘Organizations need to understand that these questions cannot be answered without asking these crucial questions first: Why do we do this? What do we want to achieve?’ It’s essential to ensure the outcome forms the starting point of the transition process. Once you know the answers to these questions, you’ll know exactly which tools and technologies are needed to reach the goals.’

3. Who is actually doing it?
Lastly, organizations need to ensure that answering these questions is a collaborative effort between IT and business. Only once this is done, organizations will be guaranteed the best possible outcome that will generate the highest business value. The combination of putting the outcome first and making sure IT has an equal say in the co-creation process paves the way to success.’

Wilbert Wolswinkel

Associate Director – Accenture Technology

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