Author: Alex Salicrup
I have made bold observations in my recent blogs about the need for a cultural shift to that of a service-driven culture. This is a culture with a strong focus on customer needs, customer services, and meeting deadlines. This type of culture also allows the IT organization to scale and adapt to changing business needs rather than rigidly following old strategies. Although a cultural shift like this might seem an insurmountable task, I’ve seen it occur—and faster than you might think.
Here are the four components of a strong service-focused culture, according to my experience with today’s successful IT organizations:
- Strategic vision: IT must have a strong strategic vision that is anchored to the broader business goals. Short-, near- and long-term success criteria should be clearly defined and routinely reviewed by the full spectrum of stakeholders.
- Vision translation: The executive and director-level managers still need to disseminate the strategic vision to IT staff but should work hand-in-hand with service owners. Together they present a far more efficient method for evangelizing the strategic vision and leading a service lifecycle management process that keeps functional groups focused on internal deliverables as well as the interdependent needs of other groups.
- Strategic framework: The service owner is a key role, but he is like an orchestra conductor—he needs to have the sheet music from which to direct the many individual musicians. The strategic framework is that sheet music. This framework should outline the operational readiness of IT and prioritize the work streams necessary to deliver on the IT strategy and services. This is also an opportunity to establish a roadmap to the desired service capability maturity level.
- Risk: IT organizations tend to mitigate most risk within their sphere of control. They are uneasy asking other business groups to mitigate risks, even though these groups may be better positioned to do so. It is a wasted opportunity to have a great service-driven strategy if the business areas that IT depends on can’t catch up. This is where a strategic vision that is tied to a business-wide strategy can help, by clarifying which business functions are best suited to assess specific risks and giving them an outline for doing so.
Of course, no single plan will cover every IT organization’s needs, but this will present a good place to start a conversation. When I’m called in to help an organization with establishing a service-driven strategy, I start by establishing the end-state vision with the executive representatives for the organization, and then assess the operational capabilities of the business to deliver on that vision. The assessment then allows the IT organization to create a strategic framework by which the areas of improvement can be prioritized and remediation can be executed. This process has proven to expedite the journey of organizations in reaching service-driven capabilities.
Alex Salicrup is a business solutions architect for VMware Accelerate Advisory Services.