77 building blocks of digital transformation: the digital capability model

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[PD] Documentos - eTOM - Working Together - ITIL and eTOM v11.2
The Digital Capability Model
The Digital Capability Model can help you to make the most of these new
digital opportunities and make the most out of the digital trends because the
Model has Social, Mobile and Cloud at the core of the digital capabilities,
and seamlessly integrates them with digital business.

[Figure 1: The Digital Capability Model – Mega Capability View]
The Digital Capability Model is a reference model used to diagnose and
design business capabilities required for digital business. It focuses heavily
on the operational areas of information technology, marketing, sales and
customer service. Several noticeable features in the Model should be of
1. The Model is based on the global best practices for digital business.
The Digital Capability Model consists of 12 mega capabilities and 77
capabilities that are based on global best practices. The digital capabilities of
an organization can be benchmarked against the best practices in two ways.
Firstly, the digital landscape can be checked to verify if it covers all the mega
capabilities and their constituent capabilities contained in the Model.
Secondly, an organization’s digital practices can be compared with the
leading practices described in the maturity indicators of each digital

2. The Model consists of front-office, middle-office and back-office
modules to help you respond to customers better.
The front-office interacts with customers directly through digital channels to
market and sell products and services. The back-office supports the front-
office by providing information needed to interact with customers. In
architectural terms, back-office processes are not necessarily integrated with
front-office processes seamlessly. Chances are therefore that the front-office
is not responsive enough.
This is where the middle-office concept comes in. The middle-office in the
Model is responsible for preparing customized content based on analytics
insights provided by the back-office and then feeding the customized content
to the front-office on demand. The middle-office is seamlessly integrated
with front-office operations so that front-office staff are well equipped to
interact with, and respond to customers. This enables staff to socialize with
customers, and market and sell products and services to them effectively.

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