The significant impact of COVID-19 has driven enterprises to embark on an unprecedented transformation journey. The pandemic has also resulted in a substantial shift in employees working from home, a model that was previously unorthodox for most companies.
During this transition, organizations have had to reconfigure the operation processes, technology foundation and employee trainings -- rolling it all out immediately, leaving much to be desired in terms of quality, efficacy and reliability. One key reason for continued inefficiency is that underlying technology platforms, while reconfigured for the pandemic's demands, remain the same.
To embrace the pandemic's business environment and meet the demands of IT budget cuts, CIOs and chief experience officers must consider transforming their existing technology platforms.
The following overview offers insight into how organizations can undertake such a transformation to achieve resilient IT operations.
Step 1: Make infrastructure 'invisible'
Applications enable business. Consequently, businesses must make a conscious effort to render IT infrastructure "invisible."
Invisible infrastructure refers to the practice of designing IT operation architecture based on application and business services, rather than focusing on tower-based models like server, network and storage.
Traditionally, infrastructure is architected in towers such as a data center, end-user computing, service desk and so forth. Each of these is wrapped in numerous metrics -- such as mean time to repair, mean time between failures, first-call resolution and average handle time -- that are often myopic at best. These metrics alone do not serve any useful purpose unless they are viewed within the context of business metrics or KPIs -- for example, number of orders, invoices or fulfillment failures. Organizations can connect these business metrics to underlying technology or tower service metrics to build new operational models, which a digital operations dashboard can show in real time. The dashboard can also identify anomalies.
These infrastructure metrics need to be made invisible and aggregated to serve a higher cause, so they are more understandable by the business organization.
Step 2: Consolidate operations into a single platform
The next step is to consolidate operations into one platform that drives the service lifecycle, enabling composability of services.