Smart Enterprise Magazine

Volume 7, Number 1, 2013

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Page 13 of 43

Wanted: A New Way of Delivering Business Services That���s the case at Royal Caribbean demand management, so that no matter Cruises Ltd. The Miami-based cruise how demand comes in from our customer line finds that passengers on its 35 ships ��� whether that���s strategic demand for increasingly demand on-board mobile services we don���t offer today, or tactitechnology. To deliver that, CIO Bill Martin cal demand for things that we���ve always and his team have over the past 18 months offered ��� we���re trying to bring those transformed the company���s systems with together to make it more streamlined for Business Demand innovative IT automation tools. The result: our customers,��� Smith explains. for Innovation Royal Caribbean passengers can now, for a Another transformative project at Interservice charge, enjoy wireless access to the mountain involves adding root cause Internet from their smartphones, tablets, analysis to monitor the entire IT infrastruclaptops and game consoles the moment ture. The project���s goal: provide Smith and IT Must Fill This they board one of the company���s ships. his team with a virtual snapshot of how well Growing Gap! This IT transformation is a huge wave Intermountain���s IT systems, including more about to crest. According to a recent IDC than 2,000 applications and services offered report, the combination of mobile, social, to its customers, are performing. Yet another IT Capacity for cloud and big data will drive 90 percent of deals with service-level management and all growth in the IT market through 2020. assurance. ���It���s important for us to ensure Innovation ���Companies that aren���t putting 80 percent that we���re meeting our internal and external or more of their competitive energy into customer needs,��� Smith says. ���To do that, DATA: CA Technologies, ���Workload Automation these [technologies] will be trapped in we need to be able to benchmark all the Strategy,��� 2012 the legacy portion of the market,��� the services we offer.��� report asserts. Ambitious transformation projects needn���t be daunting, Ryan Smith, Assistant VP of IT at Intermountain Healthcare, experts say. CIOs can transform incrementally and pragmatiis working on several IT projects that aim to transform the entire cally. ���The prevailing message in the industry today is ���rip and IT organization and, ultimately, dramatically improve customer replace,��� yet many of the large IT organizations we work with service and satisfaction. Intermountain is a nonprofit hospital, are getting tremendous value from solutions they have invested medical group and insurance system based in Salt Lake City, in over the past five, 10 or even 20 years,��� says Sid Kumar, VP of and one of Smith���s projects aims to dramatically improve patient Customer Lifecycle Solutions at CA Technologies. ���So it has to visibility into their medical data. The company now offers My be transformation at a realistic pace to leverage their existing Health Patient, a customer-facing portal that lets patients log investments while adopting next-generation capabilities to meet in and securely use several services, including viewing their their evolving business needs.��� medical records, looking up insurance information, and payIT management and data center automation tools can be core ing hospital and clinic bills. ���We���ve been working on unified to an IT transformation, too, says Bill Talbot, Product Marketing Technologies Targeted for New or Increased Investment 10% 12% 14% "Internet of Things" 12% 16% 19% 20% Social Media 12% 20% 22% 25% 19% 19% 21% 5 10 15 20 18% 25 23% 23% 30 n Innovation Is Minimal/Nonexistent 27% 28% 34% 30% 39% 40% 35 30% n Innovation Is Frequent/Established 40 0 Cloud Computing Mobile Technology Security Management Business Intelligence/ Analytics Service Management Virtualization Automation Collaboration Tools DATA: CA Technologies, ���Why IT Needs to Lead Now: The Innovation Imperative,��� survey of 800 IT and business executives, 2012 NOTE: Respondents checked only technologies they plan to invest in, so totals do not equal 100 percent 14 Portfolio/Project Management Tools Rich Media/ Video

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