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Adding Dimensions to Managed IT
John Domingo, Head of Enterprise IT Service Management BTI, BT

John Domingo, Head of Enterprise IT Service Management BTI, BT
Whilst we can celebrate Technology, easily someone in the background is actually driving these programmes; every company at one point or another small or large face exactly the same issues, type of targets, delivery costs, scope, deliver right first time. Most large programmes inevitably walk a thin line providing Managed IT services, why you might ask, good question? All organisations must consider the overall service, the benefits, the failures, the deliverable, do we have a service desk, can we provide support, what type of support do we need, do we have the tools to make effective change, how do we balance service with what the customer believes they want and the actual reality. Other questions will arise, is it cost effective and what is the end goal? Do we have enough or the right technology to achieve the end result and how does this affect our overall Profit & Loss?
Stakeholder Management is difficult to achieve, everyone has their fingers in the pie and human nature is unfortunately selfish but not deliberate. Unfortunately, Management of IT service has simply evolved where only the strong survive (note: I call this 20th Century Management) behaviours. Most individuals will want ABC delivered by XYZ, “I want full focus on my specific requirements, all of my deliverables are a priority!”)
Human nature allows individuals to revert to a 20thCentury mindset, “don’t do as I do, do as I say”. It’s very easy to provide instructions but this is extremely detrimental as people lose the ability to think for themselves and become counter-productive. By adopting a single-minded strategy, driven by the person who shouts the loudest or complains the most, in nearly all cases is likely to fail.
As a modern leader we must set by example, empowering our staff to make choices or decisions on their own accord,
allow our people to always make considered business risks. If you have Managers working for you, treat them like Managers, always respect your Peers and your Direct Reports because without those people ultimately you will fail. Within your toolbox, the most useful tool will always be your people, if you respect them, they will go above and beyond to help you achieve. Collectively the human race works much better when they have the freedom to think and act for themselves, I cannot stress this enough.
Where is Managed IT going you may ask, let’s get back to technological advancements in Managed IT Services. I stated earlier the big guns are doing really well, especially during the recent pandemic Covid-19 but a couple of things I note that became very evident.
Point 1: - Human contact is a basic need, it doesn’t have to be physical, it could simply be a phone call, a letter, a picture, or an online post. What was very evident during the recent pandemic was the need for collaboration and I don’t specifically mean from a work perspective.
Point 2: - The world proved it could function without the use of physical currency such as coins and notes, and a real leap into the future was accidently implemented. In 99 percent of all cases payment was either from a Debt or Visa card, a Mobile Device or a Smart Watch, the World could continue, in fact service became actually more efficient.
Whilst I accept people need to be in the field (Thank you NHS, Police, Fire & Ambulance, & Field people) it was possible that technical advancement allowed people on mass to work from home. To further compliment working from home, everyone could use digital currency to pay for things regardless of being at home or the shops.
As I’ve demonstrated technology one way or another eventually replaces services, I used currency, building co-location and collaboration as an example, this was also true for Company Datacentres and on-prem services. DC Management is an overhead that’s becoming increasingly less popular for the obvious reasons and there are significant concerns in regard to security, infrastructure costs, carbon emissions, buildings, and the list goes on. Cloud services offer the greatest flexibility providing significant time savings, automated builds, and whole farms of services for example, Sharepoint and Office 365. I personally believe the next real wave of technology advancement is the full Global Gateway API infrastructure. Implement service to the point where the whole world is federated, in the same vein where the world wide web opened up information and online services to everybody.
In order to really advance the Managed IT service, we need a new thought process of interconnection and dynamic build, this would allow significant advancement in the enablement of Managed IT services. Such a change would require considered thinking from the Industry leaders, moving from segregated silos to a collaboration and flexible marketplace of Managed IT. In the same way that people order products and subscriptions from Amazon Netflix and other providers, Managed IT needs a shopfront to do the same Business digital shopfronts for Managed IT.
Global Network yes please, Office 365 absolutely, security, audit, and compliance, I’ll take all 3, basket checkout, is that card or Paypal? Ordering Managed IT should be simple but realistically it hasn’t been developed satisfactorily enough for SME’s to Global suppliers.
Federated Global Managed IT, in my opinion is the way forward to provide superfast Managed IT we need the option to order from any available trusted supplier.
Where is Managed IT going you may ask, let’s get back to technological advancements in Managed IT Services. I stated earlier the big guns are doing really well, especially during the recent pandemic Covid-19 but a couple of things I note that became very evident.
Point 1: - Human contact is a basic need, it doesn’t have to be physical, it could simply be a phone call, a letter, a picture, or an online post. What was very evident during the recent pandemic was the need for collaboration and I don’t specifically mean from a work perspective.
Point 2: - The world proved it could function without the use of physical currency such as coins and notes, and a real leap into the future was accidently implemented. In 99 percent of all cases payment was either from a Debt or Visa card, a Mobile Device or a Smart Watch, the World could continue, in fact service became actually more efficient.
Whilst I accept people need to be in the field (Thank you NHS, Police, Fire & Ambulance, & Field people) it was possible that technical advancement allowed people on mass to work from home. To further compliment working from home, everyone could use digital currency to pay for things regardless of being at home or the shops.
As I’ve demonstrated technology one way or another eventually replaces services, I used currency, building co-location and collaboration as an example, this was also true for Company Datacentres and on-prem services. DC Management is an overhead that’s becoming increasingly less popular for the obvious reasons and there are significant concerns in regard to security, infrastructure costs, carbon emissions, buildings, and the list goes on. Cloud services offer the greatest flexibility providing significant time savings, automated builds, and whole farms of services for example, Sharepoint and Office 365. I personally believe the next real wave of technology advancement is the full Global Gateway API infrastructure. Implement service to the point where the whole world is federated, in the same vein where the world wide web opened up information and online services to everybody.
In order to really advance the Managed IT service, we need a new thought process of interconnection and dynamic build, this would allow significant advancement in the enablement of Managed IT services. Such a change would require considered thinking from the Industry leaders, moving from segregated silos to a collaboration and flexible marketplace of Managed IT. In the same way that people order products and subscriptions from Amazon Netflix and other providers, Managed IT needs a shopfront to do the same Business digital shopfronts for Managed IT.
“Within your toolbox, the most useful tool will always be your people, if you respect them, they will go above and beyond to help you achieve.”
Global Network yes please, Office 365 absolutely, security, audit, and compliance, I’ll take all 3, basket checkout, is that card or Paypal? Ordering Managed IT should be simple but realistically it hasn’t been developed satisfactorily enough for SME’s to Global suppliers.
Federated Global Managed IT, in my opinion is the way forward to provide superfast Managed IT we need the option to order from any available trusted supplier.
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