Focus the Way Forward

Expert opinion, insightful analysis and practical guidance to help navigate complex problems on the digital journey

Are your digital services leaving behind your oldest customers?

hands-on-laptop

The inexorable rush to digital services – by both government and commercial organisations – is often viewed as a revolution in customer experience. Traditional organisations are embracing ‘progress’ by leveraging their massive legacy databases to improve and personalise customer communications. Not to mention, they’re reducing traditional brick-and-mortar costs by closing branches and making email or […]

SD-WAN: Building a network of networks

The stage is now set for a significant transformation in networking due to our ever-increasing expectation to connect anywhere and at any time. The move of applications — in particular more data hungry and time sensitive applications like video and voice — to cloud environments is driving this transformation. The combination of these factors means […]

The music of multi-sourcing (Part 2): Achieving harmonious customer outcomes

Orchestra Conductor

In part one of this blog series, I looked at some of the fundamental problems of managing multiple service providers. However, to keep up with customer demand and expectations, employing a number of third-party providers to deliver services to customers is inevitable. So the question becomes – how do we make it work? The promise […]

The music of multi-sourcing (part 1): Discordant service providers

Old broken disused piano with damaged keys

Today organisations are being challenged to deliver customer-centric and adaptive services to their internal and external customers that keep pace with changing customer expectations. To meet this challenge, a single customer service will rely on the flexible integration of several external specialist business and IT services, with internal services that focus on the organisation’s areas […]

Mindset, meditation and mettle: nurturing Agile teams

We are witnessing the next stage of the Agile evolution ­– from being a mechanism to deliver software to a much broader digital business enabler and tool for facilitating cultural and behavioural change. The basic premise of business agility is to create an organisation that is flexible and able to respond rapidly to change and […]

Align, optimise, transform: Realise the value of TBM

Man running through Shenzhen airport Shenzhen China

Implemented effectively, with insight and deep understanding, Technology Business Management (TBM) is a powerful means for the CIO to change the perception of IT from serving the business to growing the business. Although TBM is becoming widely accepted as a more effective way to run IT – and the tools make inefficiencies patently clear to […]

What is Lean IT? – A new focus on old ways

“Lean” can be a scary word… It can represent headcount reductions, offshoring, overturning established work practices, or cutting corners – all of which will inevitably be meet with resistance. But it’s not about going hungry; and these fears must be quashed so the benefits of Lean IT can be realised. Our teams are increasingly asked […]

Vulnerability assessment vs. penetration testing

Even in professional circles, there often seem to be differences of opinion over the value of Vulnerability Assessment versus that of Penetration Testing. This can lead to gigs with over-prescribed scopes, resulting in poor value to the client. Let’s talk about the differences between the two and why each is important in an effort to, […]

The three realities of ICT security all senior executives must accept

My colleagues and I are often asked by senior executives how they can make sure their organisation’s data is secure from loss. Security professionals know better than to ask, but they sometimes place false trust in tools that promise greater visibility or better defences. They also often ask us how they can make better sense […]

The CIO becomes CEO of your technology business

Technology Business Management TBM

The concept of running the enterprise IT office (ITO) as a business-within-a-business is not new. Back in the 1990s, several large organisations hived off their IT departments altogether as separate new entities: think Melbourne Water (MITS, since acquired by Logica) and Amcor (Ferntree). Various state governments have tried to centralise the ICT function across agencies […]