Business Experience Management: A Key Element of Your Successful Digital Transformation
There’s a race to embrace new methods of transacting business due to the disruptive change stemming from the rise of digital competitors. One way of competing in emerging modern marketplaces is to transform the delivery and support of applications and platforms. By assessing and managing applications and platforms based on business measures rather than technology measures, we can effectively manage entire digital transformation programs. We call this approach business experience management.
Because digital transformation is about the business, it makes sense that business outcomes be used to measure progress. Specifically, an Integrated Digital Service Management (IDSM) approach that incorporates business experience can be used to assess business impact rather than the traditional IT Service mMnagement (ITSM) approach. The former addresses most of the same needs as the latter, but does so by targeting alternative sets of goals.
IDSM most notably approaches the management of systems and services through the lens of business outcomes versus technology-related outcomes. For many businesses, this means both technological and cultural changes.
Through working with our customers, CSC has observed that adopting an IDSM approach is a great starting point for transformation activities. Establishing the expected business outcomes — what you want to measure and how you’re going to measure them — provides the trajectory for how to engineer and design your applications. Therefore, the development of the transformational roadmap better aligns with the needs of the business.
Download the paper, Business Experience Management: A Key Element of Your Successful Digital Transformation, to learn how CSC worked with a client to transform the approach to manage its critical applications using IDSM and business experience management.