Jason Richardson is the chief digital officer of Serco Asia Pacific, which offers a wide selection of providers — together with IT programs integration and administration, engineering, and services administration — to governments and personal organizations all through the area. In a current interview, he described why his group is embracing a cloud-based synthetic intelligence (AI)–powered administration platform and mentioned its technique for transitioning to a contemporary, agile setting.
Q: What IT points did your group wish to deal with?
A: We ship expertise providers at a hospital in Australia’s western state, which Serco Asia Pacific manages. We used to work in a conventional approach. For instance, we’d get a request to construct a service, take inputs, and guarantee we understood the necessities, after which we’d construct. Nonetheless, the waterfall technique might be susceptible to failure, not by ill-intent however as a result of it’s not a contemporary course of.
So, three years in the past, we revamped our expertise technique beneath the ideas of honoring our previous achievements whereas transitioning to a modernized setting that may adapt to quickly altering expertise ecosystems. Our technique targeted on 4 key pillars:
- Embracing cloud expertise with out compromising our safety posture
- Transitioning to a product-driven mannequin that fosters cross-company collaboration
- Choosing a hybrid supply mannequin that emphasizes profession alternatives for employees and cost-effectiveness
- Accelerating innovation by AI and automation
Q: In what methods did you collaborate with BMC Software program to modernize?
A: BMC Helix goes properly past simply capturing tickets and monitoring volumes and availability. The platform employs predictive AI to foretell potential points earlier than they occur and offers outcome-based options whereas enhancing interplay experiences with expertise groups.
The Serco expertise staff, in collaboration with BMC, has rigorously crafted a “module” transition. At the moment the groups are using the core modules for operations and software monitoring.
We’re already seeing the anticipated cloud advantages of elevated reliability, and there are far fewer considerations in regards to the answer’s availability in comparison with the earlier on-premises managed answer’s. Our groups have extra time to concentrate on delivering best-in-class expertise service outcomes for purchasers on the hospital. And now that the core modules are in place, the staff’s focus will shift to exploring the transformational advantages of AI.
Q: How do you envision the longer term position of AI inside your group?
A: Exploring and embracing AI is a cornerstone of our technique. With our cloud basis and product-oriented methods of working, Serco’s cross-company groups are actively partaking in AI trials. We’re assessing varied generative AI platforms to boost outcomes and productiveness for presidency providers and Serco groups.
Profitable AI adoption hinges on collaboration with totally different departments and stakeholders to make sure that our digital initiatives align with Serco’s total strategic objectives.
The way forward for IT service and operations administration depends on a stable basis of cloud and AI. Uncover how the BMC Helix platform powers this modernization, and phone BMC immediately for extra info.