Conclusion: When engaging the market for consulting services, estimating the resource mix, including experience and skills, can form an excellent basis for evaluating if what is being proposed by consultants is likely to be optimal for the scope, and effective, given the environment of the purchasing organisation.
There are four main elements that should be considered:

  1. Engagement and project management
  2. Technical, strategic or design elements
  3. Guided, repetitive or high-volume elements
  4. Intellectual property.

The rationale for these, and approaches to consider when evaluating each, are discussed below.

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Conclusion: Digital transformation is a journey that will require an organisation to undergo metamorphosis. Unlike projects, it does not always have a short-term or long-term timeline. However, organisations can tread with discernment by harnessing clarity of purpose and an adept understanding of its culture and the values of its people.

There are different types of organisations in terms of how they handle digital transformation. These are the ‘visionaries’, the ‘explorers’ and the ‘watchers’. Visionary companies are those which truly utilise digital for transformation and truly believe that they can implement change. Explorer companies utilise digital transformation for experience.
Organisations that are considered as watchers utilise digital transformation for efficiency and have a traditional view with regard to technology. They believe that technology adoption can be used to reduce waste and gain efficiency.

The type in which an organisation falls may also affect the strategy it employs in handling challenges and obstacles. The most common hurdles faced by organisations are insufficient funding and technical skills, lack of organisational agility and entrepreneurial spirit, having a risk-averse culture, lack of collaborative culture, security concerns, competing priorities, lack of strategy and understanding.

Aside from the obstacles and challenges companies encounter, there are also various pitfalls they fail to recognise early on. This leads to mistakes and miscalculations.

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Conclusion: Unless the attributes of user stories (agile) or high-level requirements (waterfall) are succinct and testable, business systems specifications will lack rigour and could compromise the system’s integrity. To ensure these attributes, i. e. succinct and testable, are present, the stories and high-level requirements should be peer reviewed to identify content that is unclear or just expressing an unrealistic ‘want/wish’ list.

It is important the stories or high-level requirements contain sufficient context to enable systems requirements, i. e. functional and non-functional, to be developed because unless they do it will be difficult to prioritise them based on business drivers.

Similarly, the results of user acceptance testing should be peer reviewed to ensure the agreed requirements have been met and the output is verifiable.

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Conclusion: Onboarding is a critical process when hiring new employees. Poor first impressions can impact the potential success of new employees, and potentially the productivity or benefits that an organisation may have been expecting when adding the new employees. Worst case is a new highly skilled employee decides quickly that the organisation is not a good fit for them, and they leave it to find a better one.

Software tools are available to assist with the onboarding experience and process.
These tools aim to assist in several ways including automation of administrative tasks such as getting HR documents out to new hires, providing e-learning tools, tracking new hire progress, ensuring governance, and managing workflows and checklists.

Tools can help improve the overall efficiency and potential effectiveness of the onboarding process, and importantly help develop a repeatable and consistent process that all hiring managers in an organisation can utilise. Onboarding is of course about welcoming a new employee into the organisation, helping them get up to speed quickly in terms of their new role and the organisation, and providing them with the support to be productive as quickly as possible. The importance of the ‘personal’ contribution to the process cannot be forgotten or replaced by software tools.

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Conclusion: It is not uncommon for IBRS to see vendors delaying licensing negotiation for renewals until the very last month via a variety of tactics. By delaying negotiation vendors can limit customers’ time for reviewing their options to reduce the overall licensing spend through either better licensing packages and licensing optimisation processes. Clients should put in place practices that reduce vendors’ ability to apply delaying tactics and put vendors on notice that this tactic is no longer tolerated.

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Conclusion: Current network and security deployments make many assumptions about the threat environment and which controls are effective. Many of these assumptions are predicated on an older security architecture that emphasised the perimeter. This perimeter then segregated the outside from the inside with an associated perception that inside was good or trustworthy and outside was bad and untrustworthy.

It is easy to see that for many, if not most organisations, the perimeter is no longer just considered a solid demarcation point between outside and inside. The internal network hosts contractors and consultants as well as integrates external services as if they are native to the network. Staff operate from partner and customer locations as well as from public networks via wi-fi hotspots in cafes, airport lounges and hotels.

This evolution requires a fresh security architecture to assist organisations to operate in the evolving network and service paradigms. The zero trust network (ZTN) philosophy lays out an architectural approach to deploying services, enabling staff and supporting customers. ZTN should be assessed by any organisation looking to move to an internet-driven, Cloud-supported and secure operating schema.

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Conclusion: Despite its widespread adoption, enterprise architecture (EA) continues to suffer from the perception that in a world of lean start-ups, design thinking and agile delivery, it is simply not pragmatic. As a discipline EA is shrouded in language that can be seen as alien or obtuse with many practitioners quick to launch into discussions of frameworks, meta-models, methodologies, notations and ultimately tools. The result is EA has become stayed and stifled in archaic notations and models often inaccessible to anyone outside the fold.

Just as software development, project management and product management have all undergone an ‘agile reformation’ in areas where traditional approaches had failed, EA is entering its own ‘revolution’ with the emergence of ‘architecture thinking’ and ‘lean tooling’. If successful, these trends may establish a new manifesto that heralds a reformation of the EA discipline’s core practices, a renaissance in EA tooling and a turnaround in the perception of its value.

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Conclusion: In this day and age, customers expect to be able to complete a transaction across multiple touch points and for each touch point to be aware of where they are in the transaction process, and complete the transaction in real time. That is, not having to wait for batch processing or human interaction to be completed before they see a result. To achieve a great customer experience in the digital world, organisations need to build IT systems that support their business processes, allowing customers choice of channel, including the traditional face-to-face and asymmetric processes, like paper and email.

The value proposition for the customer is for the supplier to provide an automated online service that is, from the customer’s perspective, fast, reliable, inter-connected and secure. The improved omni-channel approach will drive customer adoption and allow reduced costs associated with the continued face-to-face and asymmetric channels.

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Conclusion: This month, discussions regarding partnerships and acquisitions with the specific aim of expanding reseller businesses to include managed services have been prominent. Specifically there have been a number of investments, acquisitions and partnerships to transition resellers into service providers. This type of consolidation can be beneficial by enhancing offerings, assisting with collaboration and evolution, as well as providing access to new skills and products vendors have been lacking. Investments have also been made to educate traditional resellers on the benefits of becoming managed service providers with a focus on obtaining new customers and channel distribution of managed services. This flags a shift in customer demand for service-based value models which can be specifically targeted to individual business needs, and will ultimately be positive for both vendors and their clients.

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Conclusion: Identity has historically been a thorny problem with concerns over identity theft and the need for verification. Now that biometrics are becoming so accessible to register and verify customers and clients, the business rules used to define the purpose of any identity and access management system should be reassessed in the broader context of business integrity. That is, to assess identity management in three dimensions of first, who the entity claims to be (person, business or thing), second, where the entity exists (geographically and digitally), and third, the entity’s behaviour.

By taking a broader view of identity to address the flow of an entity from a business integrity viewpoint, identity ceases to be just a token and becomes a life cycle. As a result, bona fide customers and clients can access services and products easily and safely, and non-bona fide customers and clients can more easily be isolated and denied access.

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Conclusion: Organisations would hope that their data protection policies are in place and effective. Data loss protection is active on the email channel and data is encrypted while at rest within the organisation. Staff are often trying to share data with others or move data to where it may be easily accessible. A very common channel for this is one of the many Cloud-based file-sharing services such as Dropbox, iCloud or Google Drive.

These services conflict with data protection in several ways. In many cases the services used by staff are personal accounts owned by the staff member, not the organisation. This immediately places the data outside the control of the operation.
The sharing of the data can be open-ended where a) even the staff member loses control over who can access the data, and b) it is uncertain where the data is stored and in which jurisdiction.

If the data contains personal information, credit card details or confidential finance information, the organisation may find itself in breach of regulations such as the Notifiable Data Breach Regulation or Payment Card Industry requirements.

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Conclusion: Hiring is costly, time-consuming and fraught with risk. Hiring decisions can impact organisations in either positive or negative ways. A critical step in the hiring process is onboarding. First impressions matter and new hires need to be made to feel welcome, engaged and enabled to ensure they can settle in quickly and are able to start contributing as quickly as possible.

Given that a critical issue in Australia is the availability of highly-sought-after IT skills1, it is particularly important that organisations can attract and retain the IT skills needed to support the business. Of course, successful onboarding is important in all aspects of an organisation.

Onboarding should be a clearly defined process with a checklist of exactly what should be done, and what should be repeated for every new hire. The process starts before the employee’s first day and extends to a period after the employee’s first day, possibly up to six or even 12 months.

Successful onboarding is not just HR’s responsibility but the responsibility of every hiring manager or supervisor, and their colleagues. And success will be judged by the employees in how well the process made them feel welcomed, helped them understand their role and engaged them, and contributed to their productivity. Lower turnover rates should also be a goal of improving onboarding.

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Conclusion: Since the earlier IBRS contact centre trend report was released at the beginning of 20171, it is time to reflect on those trends and reassess what improvements have been made. Fortunately, there have been new trends that emerged to assist ICT managers in strategic planning for the necessary tools and management aspects in transformational activities through to replacing call centre technical debt with future technologies.

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Conclusion: Taking the guesswork out of capacity planning by making an informed forecast of demand for computing and support resources for the strategic capacity plan is an ongoing challenge for IT professionals and managers. Reputational damage can ensue when resources are either under or overestimated and there are claims that guesswork was employed.

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Conclusion: Today’s business activities are heavily reliant on constantly commoditising IT functions. Faced with this reality, few organisations would now deny that improving the delivery of critical IT services has a key role in helping to optimise overall business operations. The responsibility for realising the success of this optimisation lies squarely with the CIO and forms the very foundation of the ‘business of IT’ or IT service management – for which the UK Office of Government Commerce’s Information Technology Infrastructure Library (ITIL) has been the leading standard for two decades.

And IT service management (ITSM) itself has become a commodity function sourced either in the form of comprehensive Software-as-a-Service (SaaS) solutions through to fully outsourced or automated Business-Process-as-a-Service (BPaaS) offerings.

However, for an IT business to truly prosper, the CIO needs to engage with an ITSM partner who can assist their IT organisation to better understand itself rather than merely understand the needs of the business they serve. This means looking beyond ITIL process knowledge and service desk software certifications when selecting the right partner.

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Conclusion: Identifying weaknesses in vendor management will be more effective for organisations that continuously examine their processes and manage vendor performance through an optimised vendor governance framework (VGF). An effective VGF must contain overarching guidelines which are applicable for all ICT vendor categories. Examples could include delivering increased value, promoting and providing cost reductions and recommending improvement to service levels. Mature organisations plan for vendors to provide value-added solutions and/or costs reductions in the range of 10 %+ p. a.1
To ensure the VGF continues to be relevant, organisations must firstly consider their latest ICT strategy then complete gap analysis of current vendors needed to deliver the strategy. The framework needs to be flexible to meet the changing dynamics of an organisation’s various operations whilst avoiding the vendor supply chain adversely impacting service delivery.

IBRS advises assessing and developing an organisation’s vendor governance framework using the IBRS Vendor Governance Maturity Model.

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Conclusion: Delivering mature infrastructure services depends on many factors. For example, the service levels may vary significantly. Some organisations opt for non-stop operations, others seek basic service levels that allow up to one hour unscheduled downtime per month (or more). The key challenge facing IT organisations reviewing their infrastructure is to strike a balance between service level, cost, quality and risks. To address this requirement, IBRS has developed an Infrastructure Maturity Model1 to help organisations understand the service components dependencies before selecting an infrastructure alternative.

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Conclusion: Consulting engagements are often scheduled under the assumption of ideal conditions. In reality, many engagements experience a ‘slow start’ due to the consultants needing to request information and data, schedule stakeholder meetings, understand assumptions and parameters, and define and agree on the appropriate governance processes. This is often followed by a ‘frantic finish’ and can impact the quality of consulting outcomes.
All of the causes of the ‘slow start’ can be effectively alleviated through preparation and the role of a client-side project manager. This early work can often lead to significantly increased quality of consulting deliverables.

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Conclusion: Under its 365 umbrella, Microsoft offers a portfolio of plans with different packages of products and services. These Enterprise plans vary in terms of Features, Analytics, Security Development Options, Device Management and Security. However, some of the packages are suitable only for certain types of needs and employee roles. It is crucial to narrow down which tools the organisation should consider licensing through an in-depth analysis of the interplay between the organisation’s target achievements for a certain period of time and the employees’ performance and expected output. Matching different 365 plans to different employees may not only save money, but can also make for a more effective and efficient workforce.

However, mixing plans also comes with future compliance risks. There are several features of higher-level 365 licences than cannot be easily limited to just those staff licensed to use them. In the future, it is possible that Microsoft and its partners could use these features to argue for an uplift in overall licensing due to difficult-to-prove compliance obligations.

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Conclusion: Digital transformation is the number one information communication technology (ICT) challenge for information technology (IT) leaders across Australia and New Zealand. Organisations are faced with various hurdles whenever they try to implement digital transformation initiatives. The major concerns for these organisations are how to get to the other side of disruption efficiently and effectively and how to best deal with the cultural and technological challenges of digital transformation. Challenges are not focused on technology or adoption approaches as these are available and matured. Traditional challenges of organisation change, culture and budget seem to not have been overcome, even after more than three decades.

Based on Infosys Digital Radar 2019, in terms of the digital maturity ranking in the Asia Pacific per country, Australia is within the top 5 out of 10 countries and New Zealand is in the top 7 out of 10 countries. Organisations are encountering obstacles in adapting successfully in the digital era.

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Conclusion: Microsoft is pushing its enterprise clients from Premier Support to Unified Support. Unified Support bundles many new and existing support services into a single program. As a result, the adoption of Unified Support is, for many clients, significantly increasing their support costs. The problem is that there can be a vast difference between support that the client has been consuming for the last decade or more, compared to what Microsoft gives them with Unified Support.

The challenge for organisations is how to decide if Unified Support is appropriate for them. If Unified Support is appropriate, how will the organisation ensure it draws new value from the program to justify the expense? If not, what are the alternatives for obtaining support services?

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According to a new IBRS study, spend on enterprise solutions is set to increase in 2019-2020. Both IT and line of business buyers need to consider how they manage procurement of these new solutions – and how they can make integration easy for their business.

According to the report, there are three degrees of integration an organisation can opt for: the pre-integrated enterprise, the core services and satellite apps enterprise and the business service mesh.

Understanding the kind of company you want to be is important, says Julie Ember, SaaS transition specialist at TechnologyOne, as that will help inform the decision about what business application environment fits your needs.

“Do you want to be in the business of IT, or focus on delivering your core business?” asks Ember.

“This is important because if an organisation does not, or cannot, build a large, highly skilled IT group, then they need to choose an application environment that can be easily supported – something like Software as a Service where the vendor manages the delivery and upkeep of the applications,” she says.

It is also important to determine if the business needs niche, best-of-breed applications to deliver core business processes, or if it is able to align with off-the-shelf enterprise software, she adds.

“An enterprise software strategy will provide a simplified application architecture with minimal integration, which not only makes implementations quicker, but also ensures the latest enhancements are easy to adopt.”

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Conclusion: This month, discussions regarding technologies used to facilitate highly specialised business functions have been prominent. Tailored solutions which focus on the performance of tasks, such as case outcome predictions, automated insurance claims, water monitoring for farms, sensors in apartment foundations to identify faults early and health risk identification, are amongst those discussed. These new solutions and frameworks can be beneficial for customers by automating tasks to address resource and skills shortages, as well as being cost-effective. However, these can be sensitive markets, performing very delicate functions that do warrant a certain degree of caution for vendors and customers when adopting, and a great deal of diligence afterwards. Investment in infrastructure because of expanding platforms, networks or associated equipment, training and consolidation with existing business operations are amongst the issues that may arise. Wrapping new solutions and service elements around other core services and operations can become a complex task. While customers do demand advanced offerings, vendors must find ways to increase value to clients by ensuring they acquire or have access to resources and skills that can be leveraged to support these new function-based solutions and associated issues.

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Conclusion: Analysts in general are correct to identify the challenges in the industry to develop appropriate skills, meet the demands of digitisation and to counter the security threats. When it is distilled down it is all about the business. The CIO is supporting business outcomes which will need specific technology solutions, which will, in turn, drive ICT strategy. The key to success is defined by how the CIO drives the outcome. The CIO, therefore, must possess soft skills as well as technical knowledge to deliver success.

The key to success for CIOs is mastering four soft skills that allow them to achieve control of the ICT environment. Effective control will allow the CIO to deliver exemplary services in support of business today, whilst gaining support from the executive for the ICT strategy to meet the demands of tomorrow. Sounds simple but as experience has found, it is easier said than done.

The secret lies with good networking within the executive and key stakeholders, situational awareness of the ICT environment, the ability to effectively delegate with clear direction of what is to be achieved, and a communications strategy which allows for engagement by all stakeholders and escalation of issues through both technical and management channels without fear or favour.

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Conclusion: Deterministic1 project budgets do not convey any information about the range of possible outcomes for a project, or the associated risk factors driving the range. The ability to communicate the risk-weighted range of possible project outcomes can lead to much clearer expectations and understanding of project outcomes, especially for project sponsors. Modelling these ranges can be performed with relative ease, using basic Excel add-ins and high-level estimates of risk applied to the components that make up a project2.

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Conclusion: The adherence to the recently introduced guidelines under ISO:31000 20181 is key to every ICT manager’s responsibilities and leadership remit as they are key in driving and leading the adoption of risk management guidelines across an organisation due to the overarching responsibilities of creating and protecting value. These new risk management guidelines have been deliberately rewritten to be simplified and based around a new reviewed set of principles, framework and processes. Greater emphasis is now placed on leadership to ensure risk management is more integrated and to ensure more actions and controls are in place at critical stages of projects as well as business operations.

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Related Articles:

"Risk management – Tips and techniques" IBRS, 2017-10-02 22:35:45

"Testing your business continuity plan" IBRS, 2019-05-31 13:39:29

Conclusion: Since the advent of the title of chief information officer (CIO), the reporting line for this critical role and those it has since spawned, such as the chief technology officer and chief digital officer, has been the subject of debate. The reality is that there is no right or wrong answer, but rather the reporting relationship of the CIO and his or her IT organisation is a function of the current value of IT to delivery of outcomes at a particular given point in time.

The reality is that the value of IT to delivery of business outcomes, despite the pervasiveness of technology in the modern enterprise, is not static and changes over time. Yet many CIOs and aspiring IT leaders see IT value as a function of organisational or IT maturity, relying on capability maturity models (CMM) to demonstrate value by looking ‘internally’ within the IT function. Instead, contemporary savvy IT leaders must look for alternative models that explain the organisational context external to IT itself and use that to align services that will be valued now such as the “IT Hierarchy of Needs”1.

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Conclusion: Many organisations are finding themselves being defrauded, especially when making or receiving payments electronically. It is not that the end systems are compromised but rather the payment information itself is being subverted in between the payer and the payee.

This is hard to defeat via technical means as the messages themselves look the same as any other payment request or invoice. A quality email filtering service will remove many of the clumsy attempts thus allowing more focus on the well-constructed efforts.

This article aims to help improve understanding of the threat and identify effective strategies to lessen the possibility of a business being impacted. Security defence consists of more than just technology. A well-rounded defence is composed of people, process and technology. Defeating business email compromise (BEC) is primarily achieved by the people and process segments.

The staff of a business are in the best position to detect attempts to compromise a payment, provided they have been armed with some knowledge of the types of attacks and permission to halt and question the details.

Many fraud attempts can be prevented by implementing a simple business process that allows all staff to question transactions that change payment details and use secondary channels to confirm those details.

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Conclusion: Successfully hiring new employees can bring lots of benefits to an organisation – improved productivity, employee morale or business outcomes, to name just a few. Equally, poor hiring decisions can be extremely costly to an organisation. Having to dismiss someone who was recently hired but proves to not be a good fit for the role can impact the organisation in many ways, and usually at a higher cost than the direct costs associated with the actual recruitment process.

HR tech is a rapidly growing field of software solutions that are designed to help improve the recruitment process, with the ultimate goal of helping organisations improve their hiring outcomes.

Organisations wishing to improve their hiring effectiveness or efficiency should consider the emerging new recruiting solutions and how they may help address any identified problem areas in their current recruitment efforts. But caution needs to be taken, especially for artificial intelligence (AI) solutions that may be built on historical data that results in bias, for example giving preference to particular genders.

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Conclusion: Dropbox’s announcement of a new interface may seem trivial, but its repositioning of ‘folders’ heralds the next disruptive phase of information management. By changing folders from being an approach for hierarchical organisation of information to being a ‘digital workspace’ for collaboration, Dropbox is leading the charge to drop the ‘paper metaphor’ in favour of collaboration. The impact on traditional information management lifecycles and information management will be both significant and challenging.

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Conclusion: Increasing the IT literacy of business managers and professionals has sharpened their interest in buying off-the-shelf software to meet immediate business needs, but potentially without the expertise to implement and support it, often leading to unexpected requests for IT support. When the request is a surprise, and there is a compelling business priority, IT workforce plans must be put to one side and changed to find the resources needed. When the dust has settled and the surprise element is a thing of the past, the IT governance group is bound to ask, ‘How did this surprise occur and what can be done to ensure it does not happen again’? It is a reasonable question and one that needs a cogent response.

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Conclusion: While release and change management processes have been contributing to good service availability during the last 20 years, the increased service architecture complexity caused by adopting multiple Cloud and digital services has demonstrated that release and change management methods used to date are inadequate for the new world. As a result, end users have been experiencing unscheduled downtime that has impacted their business operations and led to embarrassment in the media. This research publication provides guidance on how to raise the maturity of release and change management processes to address these critical issues.

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Conclusion: Reimagining the ERP strategy will require IT and business collaboration to ensure requirements are clear. Retaining the 5–10 year old ERP system1 may serve back office functions but this may impede innovation. ERP customisation is being replaced by vendors who deliver regular updates to their SaaS ERP model. This provides innovation which could reduce the need for complex business cases.

ERP vendors have signalled sunset on support for older ERP systems to challenge organisations to embrace modernisation in the next five years2. This seems far away but experience suggests laggards could see skills shortages and higher costs as the deadline approaches.

ROI measures successful ERP migrations but SaaS models will challenge this. Organisations will need to hold regular conversations to understand these competing parameters. Business leaders will question business requirements; however, innovation should not be ignored during the development of the new ERP strategy.

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Conclusion: This month, there has been increased discussion regarding security services; in particular, the growth of the Australian security service provider industry and benefits associated with procuring locally. Now that customers recognise security as a basic function, a strong local security services sector has evolved. Local vendor expertise within the Australian market, regulations, customer demands and the security environment as it pertains to Australian businesses is invaluable when establishing mechanisms to avoid and respond to security incidents. Security is a necessity, but vendors must be prepared, and more importantly understand the local market, as well as businesses, to ensure customers can avoid, continually educate staff about and respond to security incidents effectively.

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Conclusion: Agile approaches are being applied to a wide range of projects and activities within organisations including infrastructure upgrade projects of known tools and devices and across existing customer bases. Focusing on the technology elements and progressing quickly to build and test can uncover blind spots due to a high degree of familiarity and assumptions. Areas such as stakeholder engagement, vendor management, integration and the need for discovery and design can be glossed over as it is assumed that most of the details are known. The result is a discovery and gaps are discovered at the end of the test phase, just prior to release or even after release to production.

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Conclusion: In an age-diverse workforce, it is important that IT managers and professionals understand the different expectations and management styles of stakeholders and accommodate them to gain their support for IT-related initiatives being proposed.

Without understanding the management styles and expectations of age-diverse stakeholders, a level of disconnect may occur and business relationships could slip from being of mutual benefit to transactional and ineffective.

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Conclusion: Email is one of the most pervasive IT applications spread throughout organisations of all sizes. It is hard to imagine any employee in any organisation not having an email account. It is critical that all organisations have a formal Email Policy that clearly spells out what every employee’s responsibilities are in terms of usage of their email accounts, as well as what is not allowed or inappropriate usage. Additionally, the use of social platforms (for example, LinkedIn, Facebook and Instagram) has given rise to the need for organisations to also have policies that incorporate acceptable and unacceptable usage of social platforms, especially in terms of representing the organisation.

It is also important to establish guidelines for the expected etiquette and best practices around email and social platform usage; for example, when not to use email when another form of communication would be more effective, such as a phone call or conducting a meeting.

It should not be assumed that all employees know what is expected of them in terms of usage of these platforms, or how best to manage the information they handle every day.

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Conclusion: The aim of IBRS’s CRM modernisation series of advisory papers is to help organisations create a contemporary CRM strategy, not to advocate for specific solutions. Many organisations are considering two powerful players in the CRM space as part of their modernisation efforts: Salesforce and Microsoft. These two vendors are the most encountered local players when talking about CRM systems at the high end of the market.

We have selected these two vendors to illustrate the nuances in the pricing structure for licensing and total costs of services.

Comparing the two vendors’ solutions is complicated by the fact that each packages different aspects of the modern CRM in different modules, and prices them in different ways. This paper strives to provide clarity for organisations attempting to evaluate the two solutions. More importantly, it is an example of how the ‘devil is in the detail’ when it comes to total cost of service of SaaS-based solutions.

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Conclusion: The apocryphal ‘three envelopes’ story about the executive starting a new role is a cynical view of leadership transition. However, at its core, there are some uncomfortable truths about how people respond to crises early in their leadership. Digging deeper, there are lessons to be learned from these scenarios, suggesting more productive ways to deal with these issues as they arise.

It is critical for transitioning digital leaders to understand that people, culture and politics are the most powerful forces in an organisation. An ability to manage change and form collaborative relationships is a much stronger predictor of success in a digital transformation role than any digital or technical experience.

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Conclusion: Despite being first published over 10 years ago, ITIL service design remains a pain point for both project delivery and service operations teams respectively. The former claims the latter requires the creation of additional deliverables at the point of service transition, while the latter expresses frustration at the lack of attention paid to service design during early stages of project delivery.

The reality is responsibility for IT service design extends beyond both these teams with all functions across IT having a role to play, from strategy all the way through to operations. When all aspects of the IT organisation contribute to the design of new, and modification of existing, services the artificial hump of service design can be avoided. The key is identifying who should be capturing and sharing what information to support service design – an outcome that can be achieved by adopting an end-to-end process integration model for the business IT.

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