Self Service and the Digital Revolution
By Mala Narasimharajan on Apr 11, 2014
Written By: Rick Beers - Senior Director, Product Management - Oracle Fusion Middleware
Gartner’s ‘Taming the Digital Dragon: The 2014 CIO Agenda’ is now available on our AppAdvantage home page. It’s a very insightful look into what’s driving IT Leadership in 2014 and for the second consecutive year it explores the dynamic of two separate yet complimentary goals for CIO’s: Renovating the core of IT and exploiting new (digital) technology and trends.
Gartner: February 2014, Taming the Digital Dragon: The 2014 CIO Agenda
Yes, the digital revolution has arrived to enterprise IT and has matured beyond hope and hype. It’s now reality and will drive a competitive advantage for those that embrace it and the reverse for those that do not. That much is certain.
On the other hand, this revolution heralds the end of the client server era after a 30 year run and today’s single instance ERP-centric architectures will need to evolve. To be sure, ERP is still, and will continue to be the dominant transactional platform within an enterprise, either on premise or cloud based. However, too many enterprises are burdened with heavily customized and overly rigid ERP architectures that simply cannot adapt sufficiently on their own. Gartner’s view of Postmodern ERP captures this need perfectly.
To be sure, the tandem goals of modernization and digitization rely upon one another for success, but how can this be accomplished? Too many organizations are stuck in a holding pattern and don’t need to be. In fact, this has been explored previously in these blogs and is an underpinning of Oracle AppAdvantage, a layered Framework that offers the opportunity to modernize while delivering new digital capabilities. Good in theory perhaps, but how about in practice. What is an example of ways in which an enterprise can ‘re-imagine the core’ while simultaneously exploiting new digital technologies? Something with demonstrable business results and measurable ROI?
For that, look no further than self service, either B2B or B2C. But this isn’t the self service of even 5 years ago, which was still typically limited to those processes and data that were resident within a single application such as ERP. Self Service today, fueled by proven SOA technologies, deliver an automated, managed and fully informed digital experience resulting in significant cost savings as well as the increased customer awareness and satisfaction that comes from a true 360 degree view of the enterprise. With full security and process management. And, of course, mobile enabled. Access Anytime, from Anywhere, by Anyone. The Reference model below provides a blueprint for enterprise-wide self service. Once in place and delivering solid ROI in its own right, enterprises can then leverage the reusable technologies and skills that were created to expand their digital revolution.
For more information on getting started with the AppAdvantage Framework visit our website (here). For a detailed look at Self Service at work watch our 30 minute documentary Pella Revolutionizes the Digital Experience for Customers, Partners and Employees.