Operationalising Resilience
The concept of resilience has been around for many years, but the difference in today’s world is the need for a mindset change. Disruption to services, systems and process will occur, but it’s an organisations ability to continuously respond, recover, prevent and most importantly learn and adapt from service disruption. Resilience has moved away from being a simple tick-in-the-box exercise for compliance, it needs to be a core organisational capability.
What is driving operational resilience?
We see many organisations looking to operationalise resilience with some key themes driving this trend:
- Increased focus on customer centricity
- High customer expectation regarding 24/7 service availability
- Protection of reputational risk
- Increased sophistication of cyber threats
- Higher risk of failed changes causing prolonged outages
- Shift and increase in regulatory focus
How are companies approaching resilience today?
A lot of traditional approaches are still being applied, focusing on governance and operating models that require large investment. Strategies, plans and capabilities are being tested infrequently and tooling is disparate. Today, organisations need to deliver small incremental value, generating success stories that drive sustainable momentum. Moving to a modern operational resilience model requires integrated tooling, data and processes across the OR framework. Having shared accountability across the organisation will enable automated, immediate and actionable insights that drive the correct behavior.
Is there a framework for Operational Resilience?
At DXC we have developed a holistic framework for operational resilience, that identifies twelve management disciplines that effectively manage risk. These twelve blocks don’t have to be tackled all at once, but together, they enable and strengthen an organisation’s operational resilience capability whilst leveraging the industry leading enterprise service management platform, ServiceNow.
How can DXC’s ServiceNow Practice help?
DXC can assess your current Operational Resilience posture across our overall framework or for a particular management principle(s), collaboratively working with key sponsors to define an Operational Resilience strategy based on recommendations and master themes. Starting points will be based on your main focus areas and can come from one of the four direction:
