Optimizing the Use of GBS and Technology

1. © 2016 Information Services Group, Inc. All Rights Reserved.

2. © 2016 Information Services Group, Inc. All Rights Reserved.
Enabling Enterprise Agility:
Optimizing the Use of GBS
and Technology
Scott Furlong, Partner

3. 3
Achieving agility
“Agility is the ability to change the body’s position efficiently.
It requires the integration of isolated movement skills using
a combination of:
 Balance
 Coordination
 Speed
 Reflexes
 Strength
 Endurance.” -Wikipedia

4. 4
Organizational Agility (OA) has a similar definition:
OA is the ability to change the organization’s position relative to the
market, competition or customers. OA is achieved through the
integration of:
Balance of competing objectives: cost, speed and quality
Coordination of various stakeholders, both internal and external
Speed of decision-making and action or flexible reactions to internal
and external stimuli
Strength of world-class practices that allow for actionable decisions
Endurance to stick to decisions and initiatives to see them through.
Achieving agility

5. 5
STRATEGY MONOLITHIC BIPARTISAN PLURALISTIC CONFEDERATE
1980s 1990s 2000s 2010s 2020s
Service Delivery & Management
Strategy Evolution

6. 6
CONSTANTS: Shared Services / Captives / Staff Augmentation
Smartphones
WiFi
Digitalization/OCR
Cloud 1.0, Web 2.0
Virtualization
Internet
(WWW)
Email
Cellphones
Scanning
Fax-to-
image
Tablets
explosion
Cloud
Automation
BI / Analytics
Mobility
Social media
Robotics
Full-scale
automation
Artificial
intelligence
Smart
networks
Pagers
Cassette
tapes
TECHNOLOGY & INNOVATION
Evolving service delivery towards GBS

7. 7
Global Business Services (GBS) comprises not only the delivery
of services to fulfil demand, but also the operational, tactical and
strategic functions that manage the interactions between supply
and demand.
How can GBS drive agility?
GBS provides:
 Strong Coordination
 Speed of execution
 Fast enterprise decision making (Reflexes)
 World-class processes (Strength)
 Integrated control (Endurance)

8. 8
We are witnessing a confluence of disruptive forces.
Cloud
Computing
3
Analytics
5
Disruptive technology is facilitating
agility
Internet of
Things
4
Cognitive
& RPA
1
Social
Media
2

9. 9
Cognitive computing changes everything.
 Changes industries and Positions
 Breaks the “Balance paradigm”
 Creates simultaneous, multi-front
Coordination
 Accelerates Speed
 Is Reflexive and capable of learning
 Exhibits brute Strength
Cognitive &
RPA
1

10. 10
Social media creates agility.
Social Media
2
 Provides instantaneous Coordination
 Allows communication @ the Speed
of thought
 Is highly Reflexive – viral
 Exhibits Endurance, which is a twin-
edged sword

11. 11
Cloud computing is agile by definition.
 Balances cost, quality and resource
consumption
 Increases Coordination between IT
and the business
 Speeds implementation and upgrades
 “Pay by the drink” provides ultimate
flexibility (Reflexes)
 Strength of the cloud is the resulting
harmonized processes
Cloud
Computing
3

12. 12
The IoT connects us all.
 Changes an organization’s Position
in the marketplace
 Increases Coordination between
your organization and your
customers
 Speeds transactions
 Makes interaction more Reflexive
 Builds Strength by sharing data
and transactions
Internet of
Things
4

13. 13
Analytics allow for faster, better decisions.
 Changes an organization’s Position
 Balances need for accuracy and
lack of time
 Speeds decision-making
 Strengthens decisions by
“managing by fact”
Analytics
5

14. 14
The disruption is here and now.
Traditional business models are being disrupted everyday and from
everywhere. This disruption is made possible by digital innovation.
The disruption is most prominent
in customer-facing businesses
such are retail, travel, media and
financial services.
However, industries such as
manufacturing and energy will not
be left untouched by this revolution.
Digital MarketsAggregators
Efficient energySocial Media
Mobile payments
Crowdsourcing
Digital Banks
Internet of Things
Autonomous vehicles

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But GBS and technology can tackle
that disruption.
 Organizational agility can change an organization’s
Position for the better.
 Global Business Services (GBS) can help an
organization take advantage of their agility.
 Disruptive technology can facilitate becoming
increasingly agile.

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