How companies implement technology into business processes

How companies implement technology into business processes

The pandemic showed even the most conservative companies that employees do work remotely, and online sales can more than compensate for offline sales. Some people found the transition to online difficult, while others did not notice the changes and only adapted their business.

Adaptation depends on the company's level of digital maturity: the higher it is, the easier it is to launch digital services. Managing partner of the IT Expert group talked about why it is important to evaluate digital maturity and what that evaluation means for business.

What is digital maturity?

In brief, digital maturity is an indicator of a company's IT development. The higher it is, the better prepared a business is for digital transformation, the easier it will be to introduce new processes and launch new digital services.

This indicator assesses not only external processes affecting interaction with current and potential customers, but also internal ones. If customers are recorded in a shared notebook, if IP telephony is not set up, or if there is no end-to-end analytics, then we are not so much talking about digital maturity, but rather about a digital childhood.

The example, of course, is theoretical - now it is difficult to imagine a medium-sized business without its CRM system or developed regulations, and small businesses are actively moving towards digitalization. But even large companies have enough digital confusion. It reduces the quality of work and in the long term it only accumulates, taking time away from employees for pointless actions like manually transferring data from one database to another or repeating cold calls to clients with whom work is already in progress.

When we talk about digital transformation, we mean the process of moving the company to its own digital ecosystem. With the help of IT solutions, it is possible to track the full life cycle of a client, analyze and optimize internal business processes, reduce risks, reduce costs and, as a result, increase profits.

Why assess digital maturity?

A digital maturity assessment provides a clear understanding of whether an IT management system is ready for transformation. It's a necessary step in strategic planning and identifying weaknesses. You can't just move revenues and expenses from the barn book to the CRM system - transformation requires a lot of preparatory work.

Developing a strategy, building the necessary IT infrastructure, training employees - all this requires time, investment and experts. By the way, there are not many of them in the market - the digitalization of business requires expertise and experience in both IT and internal control.

Companies regularly conduct audits to assess business processes, IT activities and systems. But it's not enough to conduct an audit, you also need to implement the recommendations of experts, and even better - keep your hand on the pulse at all times and regularly analyze the results of audits.

Services of internal control of companies periodically run an audit of IT operations, but usually do so without reference to the development strategy. In addition, the work in this area requires expertise and extensive experience - it narrows the already narrow funnel of available specialists in the market. So creating an in-house expert team will not only be expensive, but also difficult.

With an assessment, you'll have a clear understanding of what level the company is at and what actions are needed going forward to digitize the company. Only after that can you start the second step - implementation.

How the assessment is conducted

First, a digital maturity assessment plan and their criteria are developed. More than 11,000 criteria are automatically generated for each of the 37 IT management processes available for review. The assessment results in an action plan. The company has a clear view of what needs to be fixed, what needs to be added and what needs to be reengineered in order to improve IT systems.

Organizing external controls

This is simple: we move from recommendations to actions. Conduct periodic assessments of digital maturity, and monitor how processes and indicators are adjusted when deviations are detected.
What do you get for your company?

Regular monitoring of IT management processes maturity level, assessment of general digital maturity, instant access to retrospective data (for analysis of IT management system development trends) and a benchmark for assessment of IT management system and readiness of the organization for digital transformation.

In addition, if the assessment is conducted within a holding company, it is possible to compare IT management systems in several organizations and, by taking best practices and effective methods, create an optimal system.

The collaborative process assesses more than 20 IT processes, grouped by area:

- IT development (projects and alignment with business strategy, enterprise architecture compliance, IT solution development and testing);

- IT support (user satisfaction);

- IT reliability (compliance with information security requirements, ensuring IT continuity and availability);

- IT economic efficiency (budgetary discipline, organization of contract work, control over the work of contractors).

This made it possible to identify IT strengths and growth areas, as well as to monitor whether the set goals are achieved.

A comprehensive digital maturity assessment was needed to rebuild familiar IT system structures, put them into operation, and integrate them with one another. In addition, as the business grew steadily, it was necessary to automate the ever-increasing flow of transactions. And any change brought with it changes in user behavior. Customers are conservative and need time to get used to new interfaces and processes. Therefore the process of incident and request management is very important.

What the company received as a result:

- A digital maturity assessment, a complete survey of the IT process management system;

- ready short- and medium-term plans for IT improvement;

- a two-step roadmap with IT improvement activities;

- plans for improving the relationship between IT and the business.

Digital transformation, organization and implementation of IT processes in any company is a complex multilevel process. Only by thoroughly knowing which processes are at what level now can a digital business transformation strategy be implemented.