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On July 21, 2016, Ovum attended a British Computer Society event in Leeds at which the digital workplace was a central theme. Presentations by EE and Sky focused on how value can be realized against a digital initiative and the challenges that can arise along the way. Among the talk of technology and process optimization was an important message: the importance of planning for the cultural challenges that are experienced when digitizing the enterprise must not be overlooked.

People can be hesitant to embrace new ways of working, but new technologies can have a positive cultural impact

Reshaping the organizational culture is an important element in digitally transforming an organization. True transformation encourages new ways of working and promotes evolved digital working practices. Understandably, and for various reasons, some employees can be resistant to embracing such change. This is a challenge because it restricts an organization's capability to realize value against digital initiatives. When encouraging new working practices or adopting new digital technologies, it is important to ensure that appropriate training resources are developed to ensure that people understand how their role and duties may be impacted. Support functions, such as the service desk, can be a big help in overcoming these challenges, and can help employees embrace new ways of working. Through effective communication planning, and by dedicating time and resources to developing materials and training references that can help employees better understand the impact of digital change on their role, the service desk can support the business in realizing value against a digital initiative.

By improving cross-functional communication and collaboration, new technologies can have a positive cultural impact. Social and collaboration capabilities are now common among many important enterprise technologies. For example, instant messaging and in-context collaboration functionality is now a mainstay in widely adopted enterprise solutions, including IT service management, project management, and enterprise mobility management platforms. This capability is helping organizations improve cross-functional collaboration and communication, with a positive impact on working cultures as a result. Mobile network operator EE highlighted this in its presentation, advising that the company has adopted new technology to help it manage projects and company meetings. The company said the social capabilities of the solution have helped improve collaboration and awareness of projects currently being managed. EE added that, in addition to delivering greater transparency into work and meetings being undertaken within the business, the technology has helped remove the barriers to communication and collaboration that had previously existed.



Adam Holtby, Research Analyst, Enterprise Mobility and Productivity

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