5 secrets of high-performing IT teams
IT's role is evolving from "help fix my laptop" to "help me be the best." While many IT teams are still stuck firefighting, high-performing teams align with the business, embrace agile and automation, and drive digital transformation.
Does yours?
Did you know?
45% of today’s work could be automated, according to McKinsey.
Representing lost wages of $2 trillion
YET, IT TEAMS ARE STILL STUCK IN THE PAST
71% say they are focused on risk reduction, but only
29% say their IT team is critical to business success.
5 secrets of high-performing IT teams
IT teams must defy convention or risk being left behind!
We profiled almost 200 teams and we found 5 things that high performing IT teams do that others don't...
Secret 1: Put business first
High-performing teams are
2 times
more likely to tie IT projects to revenue, and 8x more likely to share goals with the business.
Teams that are business aligned are...
30% more likely to prioritize projects with business management
2x as likely to use a business + IT scorecard to measure success
Secret 2: Master technology
Technology is the competitive advantage and IT is in the driver's seat.
High-performing IT teams are 2 times
more likely to have a written and published plan for digital transformation.
46% of these organizations see greater ROI on technology
How likely are IT teams to invest
in these technologies?
Business aligned teams are almost 3x more likely to have ITSM tools less than 2 years old.
Secret 3: Invest in speed
When it comes to speed,
methodology matters.
Believe it or not, the only methodology high-performing teams are underinvesting is:
ITIL®
Secret 4: Make customers a priority
For high-performing teams,
customers come first.
If you remember nothing else, remember this: 100%
of high-performing teams measure customer satisfaction
They are also more likely to have ITSM tools that support...
Social collaboration
Mobile
Secret 5: Be proactive
High-performing teams don't get bogged down in firefighting and repetition. They use automation and fix root problems.
69%
say the use of automation has increased in the past two years.
Nearly 76% of IT teams are using service automation
Only 8% have seen a decrease in headcount due to automation
High-performing teams are almost 2.5 times
more likely to practice problem management and not play wac-a-mole with incidents.
How to become a high-performing team
NEED TO HAVE
-
Share goals and report success to the business
-
Invest in automation and frameworks like Agile, DevOps, and KCS
-
Don't play wac-a-mole with incidents; fix root problems
-
Measure CSAT
-
Have a plan for digital transformation
NICE TO HAVE
-
Tie revenue and CSAT to IT projects
-
Practice Lean and DevOps
-
Explore tech like AI/machine learning or predictive analytics
-
Invest in CX tools
-
Use service management across the business
Four fundamentals of workplace automation - By Michael Chui, James Manyika, and Mehdi Miremadi - McKinsey.com
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