The Challenges of IT Management through Digital Transformation

Aug 30, 2018

Digital transformation is widely regarded today as a business imperative for companies to differentiate themselves in the market and deliver a fresh, new, engaging customer experience. This requires effectively incorporating digital technologies across an enterprise’s business activities and processes.

While the objective is clear on the surface, the management of IT through this transformation can be a significant challenge. Businesses are faced with competing needs that put traditional IT management up against the development of dynamic and fast-moving solutions.

Within digital transformation is the transition from upfront ownership to consumption-based models (as-a-service) that add a twist to the traditional delivery of IT management. This is especially true when the consumption-based models are cloud solutions no longer hosted on the customer’s premises.  Companies need to understand how hybrid cloud and consumption models affect their IT operations, since there rarely will be a situation where a business goes from all on-premises technology to all cloud immediately.

The need for bimodal IT — stability and flexibility

Today, there are two different driving needs when it comes to IT service delivery — and both need to be accommodated in IT management. These competing needs are commonly described as “bimodal IT.”  Gartner identifies them as:

  1. The need for a stable, repeatable delivery of data to support routine operations and analysis in the normal business functioning of the enterprise, and
  2. The need for flexibility and responsiveness to unexpected information requirements in support of innovation activities and fast-moving digital business requirements.

In other words, businesses must ensure that their operations are predictable and stable, and at the same time foster an environment that drives fast-moving innovation.

To enable the flexible side of bimodal IT, companies are investing in new cloud computing platforms and “as-a-service” models, which are more adaptive and can handle change requirements better. The resulting hybrid IT solutions coupled with the business requirements mentioned already provide a sense of the waters that IT management must successfully navigate today.

How PCM and its Stratiform consulting team can help

PCM addresses today’s IT management challenges by supporting customers and their requirements wherever and whenever they are needed, regardless of location. That means designing and deploying solutions that meet the customer’s hybrid deployment needs, and bringing the applications and data to the people actively using them.

Stratiform, PCM’s premier consulting and services team, designs solutions with capabilities that are dynamic and adaptive. These solutions are not limited to any specific location or processing platform and can provide flexibility to take on different forms as needed. They are backed by PCM support and managed services, which provide the stability expected on a daily basis, but also provide responsiveness to support quickly changing requirements.

For example, Stratiform may design a solution that includes deployment of server technology in both a customer’s data center and a public cloud provider – both of which need to be supported and managed through the same processes.

Or, PCM itself may deliver Office 365 as a cloud solution provider (CSP) to a customer on a monthly consumption-basis, but support the applications on traditional desktops that need to be managed in the field.  That support could include a combination of both remote managed services and local onsite dispatch services anywhere in the country.

Whether the requirements include 24/7 remote monitoring and management, or local dispatch and support services for every customer location, all of these activities are tracked in PCM’s systems, with dashboard access presented to the customer.

Additional ways to enable flexibility, responsiveness

PCM has developed additional functionality in the system to specifically address the flexibility and responsiveness requirements identified in the bimodal model. This functionality, called Hybrid Cloud Manager, enables a customer to provision public cloud resources through orchestration and workflow automation, and then incorporate those new cloud resources in existing service management processes managed by PCM.

As a result, PCM can deliver both the stability and the responsiveness required in both traditional environments and in newer cloud and consumption-based solutions.

Digital transformation is one of the most important topics confronting businesses today.  It is the path that any company that wants to excel must follow, and some would even argue, to survive.

While the technology itself gets much of the attention, it is the incorporation of this technology into business and IT management processes that must be successfully executed if companies want to achieve bimodal IT — providing stable and secure operations as well as the flexibility and openness needed for digital innovation.

To learn more contact your PCM account representative or visit our website.

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