Why this is important
Our experience with digital transformation across customers has surfaced a three-stage framework for launching digital business services, regardless of the business line or whether the service customer is an employee, customer, or supplier. Use these resources to establish a system of engagement for digital business services, define clear processes and roles for digital business services, and build insight and integration across digital business services.
Steps covered
1. Establish a system of engagement
2. Convert engagement to action
3. Build insight and integration
Key takeaways
The most important things to know
- The construction of a digital business service begins with the customer—by developing a system of engagement built around the organization’s most viable digitization use cases.
- To deliver an outcome to a customer, a digital business service requires a baseline set of defined processes for support and governance and clear roles and responsibilities to support them.
- You can unlock the full value of digitization with insight. Service and process owners should collaborate to develop performance measures and integrate with related systems.
The payoff of getting this right
With digital business services, you can bring new efficiencies and better decision-making to core business processes across your enterprise.
What you need to get started
Prerequisites
An initial understanding of key enterprise service management (ESM) concepts so you can educate your business partners effectively
When you should start this activity
Either after you’ve established—and realized value from—your initial implementation, when you see opportunities for expansion, or when you find that your organization needs new digital business services