Rising above the storm — Accelerate Digital, Enhance outcomes (10x impact) and Reduce costs through a new operating model . Our research paper to digitize Enterprise Service delivery & help your Business emerge stronger from this crisis. Free T Membership he crisis we are facing now, is the beginning of a structural shift in many industries.We saw, in our Distraction-free reading. No ads. Organize your knowledge with lists and highlights. Read member-only stories previous blog, how Market leaders have, in the past, turned such crisis to their advantage by out-innovating the competition and redefining their industry operating models. Enterprise Service Delivery is at the cusp of a major shift now. Sign up to discover human stories that deepen your understanding of the world. DigitalXC AI highlighted Tell your story. Find your audience. Support writers you read most Earn money for your writing Listen to audio narrations Read offline with the Medium app Sign up for free Our quest for the next realm in Enterprise Service Delivery started more than three years ago. Digital Service Model is a culmination of 25+ yrs experience in IT services industry with Tier-1 Providers and 3+ yrs research in this area. Try for $5/month Managed services was designed for people-centric delivery world. The focus was to provide process & structure for a scalable and predictable delivery. We are now in a world where your users want flexibility & choice to order what they want and get them delivered here and now. This calls for a complete overhaul of the current delivery model. Enhancing Business Agility, Speed and User Experience are core priorities for Enterprise IT in Digital Age. We researched Digital Native Companies like Amazon, Uber, Netflix, AirBnb etc., on how they are enabling consumer grade experience. We found a common pattern in the way they delivered services to their users. This enabled them to transform their industries and emerge as world leaders. This pattern is what we call ‘Digital Service Model’. We believe that Enterprise IT could benefit significantly by adopting this blueprint. It will help them to successfully navigate through the current crisis and emerge stronger. What is Digital Service Model? A NexGen delivery model that is highly productized, service centric, fully automated and enables consumer grade user experience. Here are the key attributes of Digital Service Model. 10 Attributes of Digital Service Delivery Model Productization : Catalog is the center of the digital world . The first step in your digitization journey is to productize your services and adopt a service centric delivery model. Each service is packaged in the form of a product with clearly defined specs, so it can be offered to users for easy consumption. Any service that your user wants is productized and offered as a catalog. These catalogs can be transacted through a Service Exchange, enabling service subscriptions. Consumer Grade experience: In digital world, a person with little-to-no-knowledge can encounter a product and is able to use it without any training. Ordering a movie on Netflix or a product on Amazon is literally a child’s play . Enterprises need to enable a similar intuitive experience for their users through an omni channel strategy. It gives their users flexibility to consume services at a click on a channel of their choice. Personalization: Service delivery needs to be standardized &templatized at the backend and personalized at the point of consumption. Empower users through flexibilty and choice. Users should be able to customize services easily to suit their individual specific needs. As an example, when ordering a pizza or a booking a vacation online, you are able to customize the order to your needs. Enterprises need to extend similar flexibilty and choice to their users to enhance experience. Direct to user: Digital Transformation is all about disintermediation and enabling self-service. You rarely ever interact with a person in a Digital native company Enterprises need to disintermediate service delivery and offer their services directly to their end users. Say good bye to ticketing systems and multi layered complex support teams. Each layer adds complexity and delay to your service delivery. By automating and disintermediating, you significantly enhance user-experience. On-demand: Any service, Any where, Any time — delivered instantly Enable on-demand service delivery. Your users should be able to order any service, any where, any time through self-service. Most digital providers enable this for their users. You can book hotel or flight any time from the comfort of your home. The concept of support-windows, SLAs etc., are fast losing relevance in digital world. Outcome focused: Enterprises today are highly siloed and inward focussed. Users have to run around to different groups and functions to get things done. In digital world, Enterprises need to break the silos and focus on delivering outcomes to enhance user productivity and experience. Subscription: People want ride not the car, music not the CD, milk not the cows. The age of subscription is here. The traditional ‘buy-build-operate’ model will not scale in the Digital world. Digital has unleashed a revolution where industry is moving towards asset lite subscription models. To enhance business agility and speed, Enterprises need to move to a new age model, where they can subscribe to services-at-a click, very similar to how they can subscribe to infra from AWS/Azure or Apps from Sales Force. Service subscriptions unleash Enterprise agility. Pay-as-you-go (Variabilized cost): Enterprise services today are stuck in a fixed cost structure and they are not able to adapt to rapidly evolving market demands. The current crisis is one such example. One of the core features of digital world is variabilization of cost structure, where you are able to tune up or down the spend in line with your business needs and pay only for what you use. It provides you the flexibility to manage costs more effectively and protect shareholder interests. Zero-touch: Band-aid automated solutions can no longer be an excuse. Enterprise need to elevate their game and enable zero-touch delivery for their users Automations today are applied on legacy processes and traditional ways of working. Most automations have been predominantly back-end focused . To unleash the true potential of automation, enterprises need to reimagine the way they deliver services and bring automation to front end — close to users. They need to move beyond automation and digitize their service delivery through productization, componentization and virtualization. Automation is not Digitization Zero-wait: Speed is key to survival in Digital World. The pace of business has signficantly shifted in the last few decades. One of the key traits of successful companies is their ability to adapt rapidly to market needs. Your users and business can no longer afford to wait and they want everything here and now. If Enterprise IT can not meet their demands, they have choices now to look elsewhere. Services have to delivered instantly. SLAs are reactive metrics and cannot be a measure of success anymore. A combination of these attributes is what we call as ‘Digital Service Model’, It is a user centric delivery approach that accelerates digitization, enhances experience and enables dimensional improvements in outcomes through an operating model shift. How does Digital Service Model differ from Managed Service model? To help customers, get more clarity on how the new model changes their day today operations, we did a side-by-side comparison . Here is a brief summary How does Digital Service Model benefit Customers? Enable a Dimesional shift in your outcomes thorugh Digital Service model To survive and to emerge stronger from this crisis, businesses are looking to Enteprise IT to significantly enhance Business Agility , Speed and Experience. Digital Service Model is one of the ways that will help Enteprise IT raise their game, stay relevant and enable their business to be successful in the long run. This is a proven model that has propelled companies like AWS, Microsoft, SalesForce, Adobe etc. to reach market leadership position in their respective fields. Are you able to meet your rapidly changing businees needs? Does your business look at Enterprise IT as an effective change-agent? Do you think this model could help you? Please chime in with your views. Digital 11 Digital Transformation 1 Cio Written by DigitalXC AI 13 Followers · 2 Following User Experience Innovation DigitalXC AI is a GenAI enabled Hyper Automation and Employee Experience platform. We offer cloud based service delivery for Enteprise IT. Responses (1) Write a response What are your thoughts? Follow Somik May 26, 2020 Brilliantly articulated; but it’s a waiting game for now with a lot of uncertainity and unknowns in many dimensions of the business ecosystem; which really are dependent on how the global economies bounce back and how & where we spend money in the post pandemic era. Reply More from DigitalXC AI DigitalXC AI Digital Service Model Part 3: DigitalXC AI The Silo Conundrum: Bridging the See all from DigitalXC AI Recommended from Medium Lists Interesting Design Topics 258 stories · 972 saves Figma 101 7 stories · 840 saves Growth Marketing 15 stories · 327 saves Stories to Help You Grow as a Designer 11 stories · 1116 saves Consumerize Experience and… Most Enterprises are stuck in a fixed cost model in this downturn. Their revenues and… May 26, 2020 Automation Mosaic Enterprise IT automation has achieved remarkable progress, yet it often remains a… Jan 18 The Evolution of Low-Code/No Code Platforms in the AI Age:… Low-code/no-code platforms have revolutionized application development by… Jan 24 Catalog is the center of a Service Delivery world in Digital age Over the next few years, IT Service delivery will move to a productized IT model where… Oct 14, 2020 In by 13 B2B Content Strategy Benefits Nobody Tells You About (Until It’s… I’m sharing this because I’m tired of watching brilliant companies waste time on content… Nov 19, 2024 Jeff Bezos Says the 1-Hour Rule Makes Him Smarter. New… Jeff Bezos’s morning routine has long included the one-hour rule. New… Oct 30, 2024 Guide to Define a Business Capability Business Capability is the WHAT Sep 24, 2024 In by So, how can we measure UX? It’s less straightforward than one might think. Oct 3, 2023 DigitalXC AI DigitalXC AI Venture Shamal Borole - Badhe 3 Jessica Stillman 24K 681 Cesar A Gonzalez 5 UX Collective Maximilian Speicher 229 Prashant LearnIT ServiceNow Studio ServiceNow has unveiled an exciting new tool for developers — ServiceNow Studio. Dec 16, 2024 See more recommendations Camille Oudinot Beyond Tradition: How Luxury Brands Must Evolve to Win Over… In today’s rapidly shifting luxury market, heritage is no longer enough. While legacy