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Leveraging Technology to Drive Intelligence

May 10, 2010 11:00:00 AM

Richard Veryard’s thought-provoking powerpoint “Technologies for Organizational Intelligence” claims that intelligent organizations:

  • recognize that business opportunities are complex
  • respond to them coherently
  • pay attention to weak and strong signs of inefficiencies for the purpose of collective learning and innovation

Veryard stresses later that intelligence is vital to a business’ survival. That idea should not sound revolutionary, but provokes one to question if businesses frequently consider how well they’re working to understand themselves and improve their knowledge and efficiency in order to grow.

This is highly relevant in the context of IT Service Management (ITSM) – an introspective, process-focused approach to managing IT systems. IT professionals who care about ITSM try to stay informed about technology advances, ways to improve customer experience, and align IT with business needs. It’s the duty of those in ITSM to maintain and promote a healthy, innovative IT environment that fuels the innovative capabilities of the business as a whole.

Those ambitions correlate closely with the actions Veryard attributes to intelligent organizations. He exalts a sort of “collective learning and innovation,” in which those in the business continually collaborate in order to learn more about how they do things. Fixing problems and developing innovative ideas are both natural products of this introspection. Each, in turn, impact the end product offered to customers.

While it may be difficult at times to devote attention to efficiency, it’s vital to the continued growth of a business. After all, those who fail to fix their problems and innovate aren’t the ones we talk about ten years down the road.

So, how does a business make sure they’re “intelligent”? Veryard lists quite a few ways, including:

  • Understanding that business environments are complex
  • Approaching problems with rational, collective solutions
  • Employing people and technology that works well together

The third remedy is the primary concern of ITSM. IT can build a foundation for organizational intelligence by implementing an enterprise-level platforming technology that can facilitate collaboration within the organization – especially if the platform is adopted across the entire enterprise.

Without an effective, efficient technology that integrates well with a business’ existing software, the collective effort toward ITSM growth is kept on the ground. Frequently gathering information that paints an accurate picture of performance requires predictable, repeatable processes that can be technologically executed. Such a technology drives consistent progress toward efficiency and innovation – and serves as part of the backbone of an intelligent organization.

As Veryard said in his presentation, intelligence is vital to survival. As introspective folks with technological literacy, those in ITSM can have a profound impact on the progress of their organization by leveraging technology to build an intelligent business.

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