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In uncertain times, there is a need for enterprises to transform their businesses using digital technologies to achieve greater agility. The migration of IT to the cloud continues even during the COVID-19 crisis, and it is likely to accelerate post-COVID as companies go beyond cloud migration. There are opportunities for enterprises to tap into new technologies such as AI/ML, IoT, 5G and blockchain to change how they operate. Enterprises are also expected to operate a distributed infrastructure including multiple clouds, edge nodes and on-premise hosting facilities, which points to greater complexity of the overall IT environment. This means traditional IT service and operations management needs to evolve as well, leading to the development of AIOps solutions.
I change perceptions with fresh thinking. Redefining the way IT and business mutually support each other, I prioritise people and business outcomes to design the ideal end-user experience.
Katrina is also a published contributing author of the official revised ITIL 4 framework. She is an ITIL Global Ambassador and ITIL Master – (the 3rd person in Australia and around 60 globally) – and Human Centred Design Consultant,
KayJayeM (of which Katrina is the Director), is an ITIL 4 authorised training organisation.
Katrina is the Co-chair (shared with Qatar Airlines) of an Airlines Operation Board representing over 200 airlines. The Board’s primary objective is to improve and help shape the future of airline support models.
The IT services market in Australia is highly competitive, with many players including local service providers (e.g., Data#3), global system integrators (e.g., DXC Technology, Fujitsu, Wipro and Infosys), consulting firms (e.g., Accenture and Deloitte) and local telecom providers (e.g., Telstra and Optus). Competitors also have to evolve their business due to the changing buying behavior.
For example, in 2019, enterprises allocated slightly over half of their IT budget for keeping the lights on while allocating the remaining budget for new projects to drive business transformation. In Australia, organizations are less likely to award large-scale, multi-year outsourcing contracts to a single vendor. They tend to work with multiple suppliers and prefer the consumption-based model.
Tranformation is the Key to success
The BMC-NEC partnership highlights the need to transform ITOps into AIOps. The use of AI is crucial as the IT environment becomes more complex and service providers need to improve customer experience while maintaining a healthy cost structure.
NEC Taps BMC for ITSM and AIOpson
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