geoffrey moore - the future of enterprise it

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The Future of Enterprise IT2010 – 2020

From Systems of Record toSystems of Engagement

© 2011, TCG Advisors LLCApril 8, 2023

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Agenda

• IT Today• Enterprise IT: Systems of Record• Consumer IT: Systems of Engagement

• The Consumerization of Enterprise IT• Evolution or Revolution?• The Forcing Function

• Enterprise Systems of Engagement• What Will Change• Impact on IT Organizations• Next Steps


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Enterprise IT: The Current StateSystems of Record are Largely Complete

• Transaction systems for global commerce . . . • Financials, Order Processing, Inventory, HR, CRM, Supply Chain . . .• Mainframes, minis, client-server, PC, Internet-enabled, SaaS

• Drove three decades of investment• Data centers everywhere• OLTP and Business Intelligence were the key drivers• Network seen as a transport mechanism only

• Y2K put the capstone on this trend• Pulled forward a half decade of investment• Enterprise IT has had to go through a long “digestive” period• Focus in past decade has been on efficiency investments


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IT Innovation: For the Past Decade

Enterprise ITOn Hold

Consumer ITOn Fire


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Redefining IT for ConsumersThe Digitization of Human Culture

• Access• Infinite content, no barriers to entry, no barriers to exit• Communications are any-to-many-to-one• Social networks, blogs, Skype, Twitter

• Broadband• Pictures and video are the killer apps• Newspapers and magazines are toast• TV and radio are being reengineered even as we speak

• Mobile• PC for the emerging markets• iPhone sets the bar in mature markets• Texting, camera, location-based services


What does this mean for the enterprise?

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The Millennial’s Lament

How disruptive do you think Consumer ITwill be to Enterprise IT?


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The Future of Enterprise IT: An Evolution in Infrastructure

VirtualizedData Centers

Software as a Service

Infrastructure as a Service

Platform as a Service

Managed Hosting

Servers, Storage, and Networks

Enterprise Apps over the Internet

Composite Apps in the Cloud


We’re doing this today

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The Future of Enterprise IT: A Revolution in Applications

Info on Demand

Instant Orientation

Instant Communication

Video on Demand

Google, Bing, Yelp, Wikipedia

GPS, Google Maps, Navigation

YouTube, Skype, Facetime

SMS, Facebook, Twitter


We’re not even close to doing this

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The Future of IT: Evolution or Revolution?

• Evolution in Infrastructure

• Focuses on Systems of Record

• Continuation of current trends

• Not fundamentally disruptive

What will force enterprise IT to invest insystems of engagement?


• Revolution in Applications

• Focuses on Systems of Engagement

• Totally new end user experience

• Radically discontinuous with current infrastructure & policies

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Global Business DynamicsWill Drive the Enterprise IT Revolution


Outsourcing

Globalization

Commoditization

Differentiation

Specialization

Divestiture

The World GetsFlatter Every Day

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The World is Flat:The Rise of Collaborative Business Networks

• Structure of business has changed• OLD: Hierarchically organized integrated enterprises• NEW: Business networks of specialized enterprises

• Business networks increase demand for• Communication – Coordination - Collaboration• Relationship management and trouble shooting

• Challenge: To engage with peers globally to solve problems• Answers are not in Systems of Record• They are in other people’s (and often other companies’)

heads © 2011, TCG Advisors LLC

April 8, 2023

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The World is Flat:The Rise of Collaborative Business Networks

• Burden falls on the middle of the organization• Not front-line workers engaged in transactional workflows• Not top executives engaged in strategic issues

• Need to invest in “IT for the middle tier”• In-the-moment empowerment through Systems of

Engagement• Broad and easy access to Systems of Record on demand

• Systems of Engagement have four design principles: • Global – Mobile – Social – Virtual


“Let your people go!”

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Enterprise Systems of Engagement


• Enterprise Facebook

• Enterprise YouTube

• Enterprise Search

• Enterprise App Store

• Enterprise Twitter

• On demand conferencing

• Global presence detection

• Mobile access to everything

• Social content management

• With more revolutionary applications to come . . . .

Who knows energy and

speaks Chinese?

Who is the VP Operations in

Client X?

How is the quarter coming?

I need to talk to Harry—where is he?

What got decided at the last project

meeting?

Can you do a demo for the field?

Let’s make sure everyone fills out the budget the same way!

Let’s get everyone

together now!

Let’s look at the data and get

Charlie to walk us thru it

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The Role of Analytical AppsInfo: On Demand, In the Moment, On the Go

• Trade Promotion Effectiveness

• Health Care Quality Management

• On-Shelf Availability insight

• Rapid Readiness Assessment for Defense

• Sales Analysis for Retail

• IP Rights Analysis

• Upstream Operations Performance Analysis

• Program Manager’s Cockpit

• Multi-Channel Analysis for Retail


Engagement requires an underlying fact base

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Where’s the ROI?

• Shorter cycle times

• Faster trouble shooting

• Greater agility

• Less scrap and rework

• Higher yields

Dealing with Darwin © 2006, TCG Advisors LLCApril 8, 2023

All the classic process metrics, except the processes no longer report to you

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Systems of Record & Systems of Engagement

• Systems of Record create efficiency• Impossible to do global commerce without them• Focus on cost, quality, and contractual commitments

• Systems of Engagement create effectiveness• Address the complexities of global business relationships• Create compelling consumer interactions on line

• Correct architecture• SOEs operating on top of and in touch with SORs• This is where the evolution in infrastructure comes in


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Implications for IT Organizations

Systems of Record

Systems of Engagement

Data-centric

Transaction-oriented

Command & Control

User learns system

Safe & secure

User-experience-centric

Interaction-oriented

Collaborative

System learns user

Cool & groovy

We don’t do groovy very wellHow do you suggest we start?


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For Systems of Engagement, Focus on Moments of Engagement

1. Every strategy is made or broken during a handful of moments of engagement—what are yours?

2. Who represents your enterprise in these moments, and what have you done to empower them specifically?

3. What Systems of Engagement would make them more powerful, and how quickly can you get them into their hands?


What a difference a day makes!

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Recap

• IT Today• Systems of Record: Our interstate highway system• Systems of Engagement: The next frontier

• The Consumerization of Enterprise IT• Evolution at the systems layer• Revolution at the applications layer

• Enterprise Systems of Engagement• Communicate – Coordinate – Collaborate• Global – Mobile – Social – Virtual• Early wins from moments of engagement


geoffrey moore - the future of enterprise it

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