Thinking about the imminent publication of our white paper “Service Integration. A blueprint for regaining control of a complex IT vendor landscape” I keep returning to my originally proposed and sadly rejected title; to paraphrase an American president “It’s the data, stupid”.
When I was first involved with Service Integration around five years ago the focus was almost completely on filling the gaps between separately contracted providers. In that initial case there were just two, an infrastructure provider and an applications provider, yet the amount of cross-border traffic required to deliver a joined up service for the client was far higher than anyone had anticipated. When it came to implementing changes there was a huge amount of manual intervention and co-ordination to be done.
That’s why our focus in Capgemini has been on automating and digitizing as much as we can; to improve efficiency, improve quality and reduce cost. That’s working really well for all of our Service Integration clients, notably the State of Texas. After all, that was what we set out to do.
The enormous value of the data produced in so doing was more of a surprise. Suddenly having access to a highly granular single set of service data is providing deep insights into the demands for service – both negative and positive. It gives us a detailed end-to-end picture of the environment. And it eliminates most of the disputes arising from parties each working from their own ‘version of the truth’.
When used to support financial management it gives an unprecedented level of insight into what has been consumed and what is being billed for. This assurance underpins the trust that is essential for the collaborative relationships required by Service Integration and makes me even more certain that “It’s the data, stupid”