Sunday, July 28, 2013

Next Generation IT Service Model Shift

We are witnessing a major shift in the Enterprise App Paradigm. This is going to dictate how IT service providers are design / refine their offering. Gone are the days when IT Service are pure resource body shops, gone are the days when IT services are big ERP resellers, gone are the days when IT seller are hear and build (bespoke) application developers. Now, gone are the days when IT seller are service integrators. Today customer are looking at IT services provides to provide more than just value driven services. Customer are looking for true innovation delivery. For this to happen, IT service providers need to shift their focus and re-emphasize on customer centric (customized) innovation delivery in their offering messaging.

This is not a simple thing that is said and done. For an IT service company to competitive, they need to reinvent themselves and overhaul their operational model. The current model service delivery to me rebuilt on an agile factory based models where in standard service catalogs needs to be replaced with generic service components which can be assembled to suite the needs of different customers.

Here are some of the thoughts around it.


Tone down


Talking about "standard" offerings

Generic solution components from which customer centric solutions can be built (at easy with better Time To Market)

Promoting sales "catalogs" and "catalog selling"

Engineering component repositories and agile solution manufacturing (following a factory based approach)

Advocating "off the shelf" answers to client problems

Imagining and developing appropriate answers to client problems and challenges in their context, not the IT service provider

80% standard and 20% customization

Ability to integrate, adapt and innovate using components to create client-specific value. (Innovative models in collaboration with partner and other clients would be the key)

Matching exercises between client requirements to catalog line items

Listening and interpretation of client requirements, population of an architecture for the client need and solution with selected generic components

Relying on partners to provide an architecture

Developing standard architecture patterns around service offering which can help in assembling components quickly (at easy)

Standardizing the offer in the hope of selling it

Standardizing delivery approach to realizing any needed solution - standard method, not standard outcome

Limiting the range of offerings to clients

Be willing to take on global, industry and client's most pressing, complex, challenging and unique “first of a kind” work

Commoditization via supply of standard utility

Service innovations and supply of custom amenity

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