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Integrating new technology into services – ITIL 4 HVIT

Blog posted by: Dr Mauricio Corona – Chairman, BP Gurus, 20 February 2020.

Two IT service management practitoners assessing large piece of technical machinery with plants and notebook

How does High-Velocity IT (HVIT) in ITIL® 4 help organizations develop the capability to integrate new technology and reduce their services' speed to market?

The challenge in a product/service environment is developing the product, harnessing the technology, involving stakeholders and ultimately creating value for customers.

Therefore, adopting high-velocity IT is about applying digital technology for business enablement, increasing performance and improving value streams for the co-creation of value.

Managing risks in the HVIT environment

Digital technology is built on often complex and unpredictable systems and presents risks – such as security and a multitude of components – when organizations are innovating ways to deliver new things.

For example, a company might be using robotics/AI to deliver new services. The technology can include voice synthesis, a central processing unit, batteries, cameras, robotic arms/legs and an operating system. However, if the company buys the hardware for the sake of having it, the robot could end up in storage for months!

Instead, the organization needs to begin from demand: why does it need a robot and its services? Is it about user experience? So, there needs to be an objective before looking at value streams, people and technology, understanding the risks within new products and capabilities and eventually designing and co-creating value.

ITIL 4 HVIT: finding the necessary skills

The main skills challenge with high-velocity IT is being able to orchestrate this environment.

This means working towards a genuine culture of digital adoption using methods such as Lean, Agile, DevOps, design thinking and emotional intelligence – vital for interacting with stakeholders and users consuming services.

ITIL 4’s HVIT guidance supports the application of digital technology for business enablement and helps practitioners to understand every single challenge they might face. They need to recognize the importance of HVIT for business enablement (not just fast for the sake of fast) and how this is underpinned by digital transformation.

Another important element in the guidance is AI operations: the application of machine learning and big data to provide IT operations with continuous insights. This ensures that everything designed and transitioned to deliver services will create value and be ready for future iterations.

How do you know if new services are co-creating value?

ITIL 4’s service value system (SVS) establishes how different components and activities within the organization work together to co-create value.

A consistent SVS combines governance, practices, guiding principles, continual improvement and the trigger points to identify real demand for value.

When you acknowledge that your organization is going to be based on digital technology you must, therefore, start with people; how they can work together and how they can orchestrate every piece of the service value system. With this in place, you can then begin to deliver services and create value more quickly.

Many organizations are only at the start of this digital transformation journey. However, for enterprises struggling today to deliver the right thing or confronting problems with customer/user experience, there are plenty of options to help improve.

Yes, it is challenging, but frameworks like ITIL 4 are there to help organizations develop the right strategy and build on the opportunity of high velocity IT.

Read more AXELOS Blog Posts by Mauricio Corona

ITIL 4 – embedding Lean and Agile to move quickly and disrupt markets

ITIL update: Mapping IT services with ITIL to drive business value

ITIL Practitioner: why it’s always best to Keep It Simple

ITIL Practitioner: Tackling the challenges of Service Strategy

 

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Original article link: https://www.axelos.com/news/blogs/february-2020/integrating-new-technology-to-services-itil-4-hvit

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