Digital Transformation Demands Unprecedented Business Service Quality

As digital transformation accelerates, organizations are becoming increasingly dependent on IT. More than ever before, applications and business services need to deliver performance and high availability. Service degradations and outages have an enormous and unacceptable business impact, compromising customer engagement, business operations, and revenue generation.

IT operations are on the frontline of digital transformation, tasked with the job of meeting demanding availability and performance SLAs for an increasing number of applications and business services. At the same time, IT operations are expected to be an equal partner in business innovation, imposing additional demands on its time. And, IT operations are often asked to do this without growing budgets or resources.

It’s not just about adding more applications and business services. These services are also becoming more distributed and interconnected, leading to an explosion in the amount of data and resources to be managed, increasing management complexity. For example, containerized cloud-based architectures create a significant increase in event volumes, leaving already overloaded IT operations teams drowning in event noise.

But it’s important to recognize just how much of our business as usual processes have changed in such a short time frame. Every element of the value chain has been touched, with widespread impacts to buying habits, workforce expectations, and supply chain pressures, among others. By the end of 2020, just a year later, IDC further predicted even greater spending on digital transformation—projecting it to exceed $6.8 trillion of direct investments from 2020 to 2023.

We have seen that doubling down of investment among our clients. According to Acorio, an NTT DATA Company, and their2021 ServiceNowInsight and Vision Report 56% of those with a digital transformation initiative noted that it was started or increased in importance because of COVID-19.

The sudden step-change brought on by our new reality is staggering, from the remote and hybrid workforces, the sudden flexibility of rigid delivery models, or the changing expectations around speed, cost, and experience as a result of supply chain shortages and rapidly evolving buyer expectations. In a sea of rapid, continuous change, traditional companies will either need to form a competency around continuous transformation—or go extinct.

Ready to learn more? Hear directly from our experts in our new Digital Transformation eBook on why experiences are still the focal point of transformation, the key criteria to building the capacity for successful change, and what’s actually ahead for digital transformation this year.