Model of Innovation for Organizations in the IT Software Services Industry WHITEPAPER Managing innovation in IT Service organizations is extremely challenging. This can be attributed to emergent complexities, diverse nature of projects, speed of obsolescence and changing expectations of global customers, amongst others. A very effective way to manage innovation in Service organizations is to split the complexity into People, Processes, and Technological dimensions. Dr. Asim Chowdhury
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Model of Innovation for Organizations in the IT Software Services Industry
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Model of Innovation for Organizations
in the IT Software Services Industry
WHITEPAPER
Managing innovation in IT Service organizations is extremely challenging.
This can be attributed to emergent complexities, diverse nature of
projects, speed of obsolescence and changing expectations of global
customers, amongst others. A very effective way to manage innovation in
Service organizations is to split the complexity into People, Processes, and
Like people and processes, the technological roadmap and the possible innovation should be
managed through a very structured system. IT Service players should devise techniques and
systems to scan the technological landscape and prepare a readiness matrix for all current and
future technological challenges. All the collective knowledge gathered through experience and
market intelligence should then be fed into a system. This system, when fed with collective
knowledge, in turn, will help gather rich analytics on the organization’s technological
competency. It will provide ready understanding on the entire technological landscape and
empower organizations to meet emergent challenges in the IT Services space.
Some Techniques of Scanning the Technological Landscape
Map existing projects in the organization
Gather customer’s feedback and insights on competitor’s technology
Technology Seminars and Events
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Figure 6: How the Centralized innovation delivery system works
THE INNOVATION DELIVERY SYSTEM
All the three innovation systems related to People, Processes and Technology finally converge
into a centralized innovation delivery system. This system assimilate knowledge from all the
three systems and delivers Just-In-Time innovation-centric analytical information. This
information helps organizations for new customer projects or to meet the challenges of the
future. In doing so, the system takes into account the distinct complexities of IT services such
as hybrid offshoring and global delivery needs.
How does the innovation delivery system work? The analytics gathered on people, processes
and technologies amalgamate and forms a rich innovation repository. When customers
approach service companies for projects that carry new dimensions and contexts, the
innovation repository serves as a ready reference and provides them with rich analytics on its
innovation in the People, Process, and Technology triad.
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The innovation system can be an emergent artifact, which means that it constantly evolves
with time. The real-time analytical information helps to cut down on time lags and also serves
as a ready reference for sustaining the organization’s engineering excellence, quality
improvements, and swift assimilation and deployment of new knowledge.
Managing such a holistic innovation system requires organizations to invest in specialized and
dedicated teams. Such teams can guarantee the innovative-readiness of organizations and
ensure that the collective knowledge does not go waste; but contributes to the overall growth
of organizational leadership.
CONCLUSION:
Innovation is central to organizations operating in the IT Services space. In an increasingly
competitive marketplace, it is only through innovation that IT Service organizations can stay
afloat, remain significant, and future-ready. However, despite its significance, sustaining
innovation in IT Services is not an easy task. It requires more than just the will to innovate.
Service companies can ensure innovation-readiness by delineating innovation across the
People, Processes and Technology (PPT) triad. Information on each of these areas can be
gathered in respective systems. The knowledge assimilated in these three areas can be
collated in a centralized ‘Innovation Delivery System’. This centralized system can serve as an
engine and provide rich, real-time analytics, to help organizations deliver innovative solutions
to its global customers.
A structured approach to innovation can help organizations to effectively manage the
challenges of technological obsolescence and other emergent project-centric complexities.
Embracing such a holistic innovation framework is a compulsion for organizations today, if
they wish to take on the challenges of tomorrow.
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ABOUT THE AUTHOR:
Asim Chowdhury is the Global Head of Marketing and Communication of the R Systems Group. He has more than 15 years of experience in marketing, communications, business strategy, journalism, and research. Asim earned a Ph.D from the Delhi School of Economics, Delhi University, and has also been a European Union research scholar under the Indo-European research program.
ABOUT R SYSTEMS
R Systems is a leading OPD and IT Services company, which caters to Fortune 1000, Government, and Mid-sized organizations,
worldwide. The company is hailed as an industry leader with some of the world’s highest quality standards, including SEI CMMI Level 5,
PCMM Level 5, ISO 9001:2008, and ISO 27001:2005 certifications. With a rich legacy spread over two decades, we generate value that
helps organizations transcend to higher levels of efficiency and growth. Quite like the Oyster delivering the Pearl.
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