1、Systems Resilience Managing unprecedented disruption with an eye to the future April 2020 NOWNEXTCOVID-19: What to do Now, What to do Next In response to COVID-19, the priority for your business is, first and foremost, to protect the health and safety of your people. At the same time, it is essentia
2、l for you to ensure the stability of critical business operations and underlying systems. In this unfolding crisis, systems resilience is being tested like never before. 2 Systems Resilience: Managing unprecedented disruption with an eye to the futureCopyright 2020 Accenture. All rights reserved. Sy
3、stems resilience describes a systems ability to operate during a major disruption or crisis, with minimal impact on critical business and operational processes. This means preventing outages, mitigating their impact, or recovering from them. Our definition of systems includes applications, architect
4、ure, data, cloud, infrastructure and network. 3 Systems Resilience: Managing unprecedented disruption with an eye to the futureCopyright 2020 Accenture. All rights reserved. SURGES OR DROPS INDEMAND Sudden increases (for example, because of a shift from physical to digital purchasing) or precipitous
5、 declines in volumes. BUSINESS CONTINUITY RISKS Supply chain disruptions, shifts in customer touchpoints, unavailability of critical resources and gaps in business continuity protocols. MONITORING, REPORTING & DECISION-MAKING Responding to immediate business needs in a dynamic environment to enable
6、rapid decision- making with real-time data. WORKFORCE PRODUCTIVITY Challenges with employees working remotely associated with connectivity and security. SECURITY RISKS Countering bad actors who will inevitably seek to take advantage of individuals and organizations. The immediate challenge: Operatin
7、g in a new reality Companies are operating under a new reality that puts great strain on their systems. But most companies, based on our research, are already starting with a significant gap in systems resilience. The leaders today and those who act quickly to address the immediate challenge will su
8、ccessfully navigate the crisis and emerge stronger. 4 Systems Resilience: Managing unprecedented disruption with an eye to the futureCopyright 2020 Accenture. All rights reserved. However, only a small minority of companiesthe top 10 percent have cracked the code on systems resilience, according to
9、Accentures Future Systems research survey of 8,300 companies conducted before the COVID-19 crisis. For the rest, it is crucial to understand and address systems vulnerabilities. The current crisis only accentuates the need to take swift and informed action. 5 Systems Resilience: Managing unprecedent
10、ed disruption with an eye to the futureCopyright 2020 Accenture. All rights reserved. 10% Only the top 10% of 8,300 companies surveyed have cracked the code on systems resilience. Accentures Future Systems Research We scored resilience based on two categories: technology adoption and organizational
11、flexibility. Adoption of technologies such as cloud, DevSecOps, microservices, and containers, to name a few, makes enterprise systems fast and flexible, while organizational flexibility captures actions that companies take to establish the right culture and governance.1 Our Future Systems research
12、shows significant variation in systems resilience across industries. 6 Systems Resilience: Managing unprecedented disruption with an eye to the futureCopyright 2020 Accenture. All rights reserved. 62 63 64 65 66 67 68 69 70 71 72 5052545658606264 TECHNOLOGY ADOPTION ORGANIZATIONAL FLEXIBILITY Capita
13、l Markets Life Sciences Media and Communications Software and Platforms High Tech Telecommunications Metals and Mining Energy (Oil and Gas included) Banking Utilities Insurance Travel Health Public Services Industrial Equipment ChemicalsAutomotive Retail Consumer Goods and Services Accentures Future
14、 Systems Research 50.00 55.00 60.00 65.00 70.00 75.00 80.00 85.00 Retail Consumer goods and services Public Services Automotive Health Industrial Equipment Chemicals Travel Utilities Insurance Banking Life Sciences Energy (Oil and Gas included) Metals and Mining Media and Communications Telecommunic
15、ations Software and Platforms Capital Markets High Tech The chart shows that Leaders (companies with scores in the top 10 percent) exhibit high resilience, regardless of industry. For example, in the retail industry, the Leaders resilience score is 45 percent more than that of an average company in
16、that industry. Our research also shows a massive difference in resilience between Leaders and their average peers within an industry. 7 Systems Resilience: Managing unprecedented disruption with an eye to the futureCopyright 2020 Accenture. All rights reserved. Overall Average Resilience Leaders Ave
17、rage Resilience 45% 17% Accentures Future Systems Research 85 80 75 70 65 60 55 50 Resilience Score Actions to take now and next Mobilize: In 72 hours NOWNEXT 8 Systems Resilience: Managing unprecedented disruption with an eye to the futureCopyright 2020 Accenture. All rights reserved. Establish a l
18、ean governance structure for dynamic decision- making. Create an empowered resilience response team to address immediate issues. Proactively identify vulnerabilities and quick wins using toolkits such as the Accenture Systems Resilience Diagnostic. Now: 2 weeks and beyond Establish small scrum teams
19、 with the autonomy to execute point solutions using the six building blocks of systems resilience: Elastic Digital Workplace Hyper Automation Architecture & Performance Engineering Cloud Acceleration & Optimization Service Continuity Cybersecurity Capture remediation actions in the form of 30, 60, 9
20、0 day plans. Next: An eye to the future Establish a structured intake process and platform to capture areas that need ongoing attention. Scale to the new normal by defining long-term transformation strategies that drive towards a more resilient IT landscape. Focus on small, incremental programs to s
21、elf-fund transformation. Optimize ecosystem partnerships to shift to an asset-light model and mitigate vulnerabilities. Accenture Systems Resilience Diagnostic Within 72 hours, the Accenture Systems Resilience Diagnostic toolkit can help prioritize a companys critical business processes and systems
22、and identify potential vulnerabilities. The diagnostic brings together best-in-class industry reference models with Accentures vast, cross-industry Future Systems research. We use these two inputs to create heatmaps that provide a starting point for applying the building blocks of systems resilience
23、. Mobilize 9 Systems Resilience: Managing unprecedented disruption with an eye to the future Copyright 2020 Accenture. All rights reserved. Establish a lean governance structure with representation from business and technology for dynamic prioritization and decision making. Create an empowered resil
24、ience response team that immediately mobilizes resources to focus on business continuity in critical areas. Proactively identify vulnerabilities and quick wins to address current challenges using toolkits such as the Accenture Systems Resilience Diagnostic. CIOs and IT leaders play a central role in
25、 ensuring their organizations can continue to operate through disruption, by taking the following steps in the first 72-hours: Enhance the Experience Illustrative heatmap for Retail Plan and Analyze The Business AnalyticsEnterprise Performance ManagementStrategy High CriticalMedium CriticalLow Criti
26、cal Innovate Calendar Management/ Speed to Market Innovation Management Marketing Measurement Lifestyle Services Direct Marketing Customer Insights Management Mass Marketing Plan and Assort MerchandizingPlanning Make & Source Component DevelopmentProduct DevelopmentDemand and Supply Planning Commerc
27、ializationCosting Product SourceManufacturingComponent Source Design Product DesignComponent Design Sell Move NetworkInventory Planning & OptimizationDC Operations FulfillmentLogistics & Distribution Management Consumer Services and SupportServicesWholesale Retail Sales and Store OperationsConsumer-
28、Integrated Marketplace Customization/PersonalizationThird PartyeCommerce Sales & Operations Enable Foundation Change ManagementHRMaster Data Management Corporate SupportReal Estate LearningEnterprise Content ManagementFinance IT Operations Retail Sales and Store Operations, Supply Chain & Sourcing a
29、re critical business areas that are vulnerable during a black swan event. HR, MDM and Real Estateare fairly resilient business areas. Strategy, Marketing and Innovation are areas that can be potentially suspended during a black swan event. 10 Systems Resilience: Managing unprecedented disruption wit
30、h an eye to the futureCopyright 2020 Accenture. All rights reserved. This illustrative heatmap provides a starting point to assess systems resilience of critical processes for companies in the Retail industry. Actions to take now: Six building blocks of systems resilience 11 Systems Resilience: Mana
31、ging unprecedented disruption with an eye to the futureCopyright 2020 Accenture. All rights reserved. HYPER AUTOMATION Mitigate the impact of systems disruption, free up human resource capacity and streamline IT workforce management. ARCHITECTURE & PERFORMANCE ENGINEERING Quickly resolve critical sy
32、stems availability and performance issues. CLOUD ACCELERATION & OPTIMIZATION Manage risk, deploy instant innovation and optimize cloud performance and cost. ELASTIC DIGITAL WORKPLACE Protect your people and your productivity, when you need to become fully remote overnight. SERVICE CONTINUITY Flex to
33、 support critical in-flight services or deliver new IT projects. CYBERSECURITY Six building blocks of systems resilience 12 Systems Resilience: Managing unprecedented disruption with an eye to the futureCopyright 2020 Accenture. All rights reserved. 0 Secure your customers, people and sys
34、tems wherever they are. We have defined six key resilience building blocks that will enable a quick and reliable response to critical system vulnerabilities. Elastic Digital Workplace Protect your people and your productivity: Elastic Digital Workplaces unlock a wealth of opportunities for business
35、leaders to improve resilience, including avoiding business disruption and potential revenue loss. Many organizations are enabling their workforce to work remotely from home, often overnight. To be successful, this requires a new work culture, technologies, communications and policies to be implement
36、ed at extraordinary speed and scale. For example, working together with Microsoft, Accenture was able to convert 25,000 employees of a major energy company in the United Arab Emirates to work remotely in 10 days. Across the world, businesses and governments are racing to ensure they can continue to
37、deliver essential serviceswhile protecting their own employees through remote work and collaboration, with an elastic digital workplace. TAKE ACTION: To enable a new approach to work, companies need to address a number of key areas: Immediately help employees adapt to remote working. For example, he
38、lping them effectively run large- and small-scale virtual meetings can significantly improve experience and productivity. Deploy or scale collaboration tools, such as Microsoft Teams, and provide targeted prescriptive guidance for effectively operating in a remote connected workplace. Organize an El
39、astic Digital Workplace Task Force with representation from key business leaders, as well as HR, IT and Security. Equip traditional desktop workers with mobile solutions and implement virtual desktop solutions from providers such as Amazon, Citrix, Microsoft and VMWare with secure remote access to a
40、pplications and data. Accenture operates an Elastic Digital Workplace for our over 509,000 employees. In this uncertain market environment, we are helping other companies implement similar capabilities. See our related points of view on Elastic Digital Workplace, Human Resilience: What Your People N
41、eed Nowand Responsive Customer Service in Times of Change. 25,000 employees of a major energy company in the United Arab Emirates were converted to remote work in 10 days. 01 13 Systems Resilience: Managing unprecedented disruption with an eye to the futureCopyright 2020 Accenture. All rights reserv
42、ed. Optimize the deployment of human talent to focus on high touch activities. For example, one large healthcare organization redeployed an entire IT triage team through automation to other, more critical areas. This team would normally review incident tickets for accuracy, include necessary data, a
43、nd resolve the low-complexity tickets, before routing the remainder of tickets to the next-level team. The bot reaches more than 125,000 Accenture people daily to track daily work-location and provide timely reporting to make critical decisions. This action to ensure the safety, security and remote
44、enablement of our employees would be unmanageable for humans to do alone. Hyper Automation Mitigate the impact of systems disruption, free up human resource capacity and streamline IT workforce management: Hyper automation accelerates a companys existing automation investments to make systems more r
45、esilient. It does so by eliminating application and infrastructure bottlenecks and freeing up human resources to focus on higher priority issues. During a pandemic, automation can also help track the location, safety and productivity of all resources as part of an overall business continuity plan. T
46、AKE ACTION: To execute hyper automation at speed, companies need to take the following steps: Prioritize bottleneck areas. At Accenture, we leverage our Automation Opportunity Finder, which is part of the Accenture myWizard platform, to drive rapid identification and automation of tasks. This analyt
47、ics-based assessment derives critical insights using structured and unstructured data to find where human touchpoints can be reduced. Implement automation to immediately resolve high- volume tasks by leveraging techniques like machine learning and AI models. For example, one large retailer was strug
48、gling with a high volume of tickets and high average time to resolution impacting order fulfilment at their stores. Within weeks, Accenture used myWizard to identify 174 automation use cases that avoided 132,000 tickets, 55,000 hours of effort and reduced ticket resolution time from 4-7 days to just
49、 15 minutes. Augment that which cannot be completely automated with digital co-workers. For example, Accenture implemented a virtual agent buddy bot at the start of the COVID-19 pandemic to stay connected with remote employees. 02 A large retailer resolved order fulfillment bottlenecks at their stores through automation. 14 Systems Resilience: Managing unprecedented disruption with an eye to the futureCopyright 2020 Accenture. All rights reserved. Apply rapid architecture remediation techniques such as streaming d
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