5 secrets of high-performing IT teams

IT's role is evolving from "help fix my laptop" to "help me be the best." While many IT teams are still stuck firefighting, high-performing teams align with the business, embrace agile and automation, and drive digital transformation.
Does yours?

DID YOU KNOW?

45% of today’s work could be automated, according to McKinsey.*

Representing a cost-savings opportunity of over

$2 trillion

YET, IT TEAMS ARE STILL STUCK IN THE PAST

71% say they are focused on risk reduction, but only

29%

say their IT team is critical to business success.

5 SECRETS OF HIGH-PERFORMING IT TEAMS

IT teams must defy convention or risk being left behind!

We profiled almost 200 teams and we found 5 things that high performing IT teams do that others don't...

Secret 1: Put business first

High-performing teams are

2 times

more likely to tie IT projects to revenue, and 8x more likely to share goals with the business.

Teams that are business aligned are...

30% more likely to
prioritize projects with
business management

2x as likely to use a business + IT scorecard to measure success

Secret 2: Master technology

Technology is the competitive advantage and IT
is in the driver's seat.

High-performing IT teams are

2 times

more likely to have a written and published plan for digital transformation.

46% of these organizations see greater ROI on technology

How likely are IT teams to invest in these technologies?

Business aligned teams are almost 3x more
likely to have ITSM tools less than 2 years old.

Secret 3: Invest in speed

When it comes to speed,
methodology matters.

Agile

  • 47.5%
  • 56%

    of high-performing teams are more likely to use Agile

Kanban

  • 14.4%
  • 14%

Scrum

  • 26.9%
  • 30%

DevOps

  • 22.5%
  • 26%

    of high-performing teams more likely to use DevOps

Knowledge-centered support/service

  • 30.6%
  • 46%

Lean

  • 25%
  • 30%

ITIL

  • 74.4%
  • 66%

Believe it or not, the only methodology
high-performing teams are underinvesting in is:

ITIL ®

Secret 4: Make customers a priority

For high-performing teams,
customers come first

If you remember nothing else, remember this:

100%

of high-performing teams measure customer satisfation

They are also more likely to have ITSM tools that
support...

Social collaboration
Mobile

Secret 5: Be productive

High-performing teams don't get bogged down in firefighting and repetition. They use automation and fix root problems.

69%

say the use of automation has
increased in the past two years.

Nearly 76% of IT teams are
using service automation
Only 8% have seen a decrease in headcount due to automation

High-performing teams are almost

2.5 times

more likely to practice problem management and not constantly firefight incidents.

How to become a high-performing team

  • Communicate and align with the business
  • Invest in automation
  • Practice problem management
  • Invest in Agile, DevOps and KCS
  • Start with a plan for digital transformation
  • Tie revenue and CSAT to IT projects
  • Practice Lean ITSM and DevOps
  • Explore AI/machine learning or predictive analytics
  • Invest in CX
  • Take service management beyond IT

Four fundamentals of workplace automation - By Michael Chui, James Manyika, and Mehdi Miremadi

McKinsey.com, Help Desk Institute Report

About e-Core

Platinum & Enterprise Solution Partner e-Core implements best practices in Atlassian tools regarding Agile, Project Management, ALM, IT and business services. We provide the results needed through training & support; on-site & nearshore consulting; execution of projects; & more. Offices in New York, Florida, São Paulo and Porto Alegre (Brazil).

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