CIOs put customer experience front and center with multicloud

By: Mohammed Farooq

Yesterday’s IT is too slow for modern business requirements. Vast data volumes and high demand for digital services necessitate going beyond data center hosting.

Enterprises are increasingly transitioning to hybrid multicloud IT operating models that fuel emerging technologies like IoT, blockchain and containers. Only hybrid architectures offer enterprises the scale and agility to tap emerging digital markets and design inventive customer experiences.

Yet digital transformation isn’t without challenges. A recent IBM Institute for Business Value report found that 85% of enterprises are using a multicloud environment, but only 41% have a multicloud strategy.

Also, business units often deploy their own cloud solutions because they can’t afford to wait. This type of shadow IT can create security or operations problems that impact customer experience. For example, a system failure during peak times has serious ramifications to a retailer.

To align IT and business innovation, IT teams must change the way they deliver and govern services and transition to unified cloud management. The foundation for this is a hybrid multicloud operating model.

Self-service multicloud

The next generation of IT combines a variety of public and private clouds with traditional IT. To optimize this new way of operating, self-service and DevOps capabilities are added. This gives technology leaders the flexibility to select the best combination of new and legacy elements that fit business initiatives.

The new enterprise IT managed operating model is built on these principles:

  • Self-service IT across lifecycles: This enables users to easily discover, configure, provision and deploy a digital service or stack in development or production environments.
  • Multiprovider ecosystem: Instead of single providers, IT relies on multiple cloud providers suited to the business and workload needs.
  • Integrated DevOps and Information Technology Infrastructure Library (ITIL): IT integrates both processes with a shared change and configuration management system that is consumed as a service.
  • Artificial intelligence: Data-driven AI helps IT automate and govern operations within a complex environment.
  • Outcome-driven IT: A focus on providing holistic solutions is essential. IT managed spend and performance are tied to business capabilities and outcomes.

Many enterprises don’t have the expertise or resources to manage this change on their own. An experienced provider can team with CIOs on multicloud management.

For more information about the foundation for this new IT managed operating model, including systems integration, process changes and workforce skills view this ebook.

About The Author

Mohammed Farooq

General Manager Brokerage Services, IBM

Mohammed Farooq is a co-founder, Chairman and CEO of Gravitant, a leading Enterprise Cloud Services Broker software company acquired by IBM. He has been in the IT industry for more than 18 years, with experience both as a buyer, operator and a provider of enterprise IT software and services.