Digital Transformation

Digital Transformation, Automation, Customer Experience, Business Value, ITIL4, Dawn C Simmons, Service Delivery Improvement, OCM, Process, Technology,itsmf, HDI, IT Service Management, ITIL, ServiceNow, Change Management, linkedin.com/dawnckhan, Business Process Improvement, ITSM, COVID, Process Improvement for ITSM

Digital Transformation

Digital Transformation (DT or DX) is the process of deploying Digital Technology and Solutions to transform services or businesses:

  • migrating manual ( non-digital) processes to digital processes
  • replacing manual older digital technology with newer digital technology
  • enable  new types of innovation for doing business better, rather than simply enhancing and supporting traditional methods.

Migrating Manual Process Experiences:

  • Covid-19 Business Enhancement of Major Incident Management enhanced manual Incident Detection and Communications Process to ServiceNow Major Incident Management with Dashboard and defined Central ServiceDesk Command Control.
  • Migrated Healtchcare Outsourced Staff to current Service Management Suite replacing manual processes: HP ITSM solution to Insourced ServiceNow ITSM suite solution to replace manual Change Process, Improved Asset Management, Centralized Knowledge and Service Catalog.
  • Defined Performance Improvement Programs to measure and report process improvement wins from Service Best Practices Consulting. (Incident Adoption, Change Management, Problem Management Life Cycle Management, Knowledge Management Leadership)
  • Created Customer Facing Service Improvement Experience: Replaced entirely manual Service Desk Manual Support Model with Centralized Service Catalog with improved self help and knowledge management for most frequently asked questions.

Follow Me