From Visibility to Value: Transforming IT Asset Utilization Across the Enterprise

1. Introduction

In today's digital age, organizations across all sectors rely heavily on Information Technology (IT) assets to drive their business operations, deliver services, and gain competitive advantage. However, the rapid proliferation of IT assets, coupled with the increasing complexity of IT environments, has led to a situation where many organizations struggle to effectively manage and utilize their IT assets. This often results in cost overruns, reduced productivity, compliance issues, and missed opportunities for innovation and growth.

Ineffective IT asset utilization is a pervasive problem that affects organizations of all sizes and across all industries. It is estimated that organizations waste up to 30% of their IT budgets due to ineffective IT asset management practices (Gartner, 2021). This translates into billions of dollars in lost value and missed opportunities every year.

The purpose of this analysis is to explore the causes and consequences of ineffective IT asset utilization, and to provide a roadmap for organizations to optimize their IT assets for maximum business value. The essay will draw upon real-world use cases, case studies, and cross-sectoral examples to illustrate the key concepts and best practices. It will also provide a framework for measuring IT asset utilization using relevant metrics, and for calculating the Return on Investment (ROI) of IT asset management initiatives.

2. Key Concepts

Before delving into the details of ineffective IT asset utilization, it is important to define some key concepts that will be used throughout this essay.

2.1 IT Asset Management

IT Asset Management (ITAM) is the process of tracking, managing, and optimizing an organization's IT assets throughout their lifecycle, from acquisition to disposal. IT assets include hardware (e.g. servers, desktops, laptops, mobile devices), software (e.g. operating systems, applications, licenses), and digital assets (e.g. data, intellectual property).

The goal of ITAM is to ensure that an organization's IT assets are:

• Properly accounted for and tracked
• Deployed and utilized effectively
• Maintained and supported efficiently
• Disposed of securely and responsibly

Effective ITAM requires a combination of people, processes, and technology. It involves collaboration between various stakeholders, including IT, finance, procurement, and business units.

2.2 IT Asset Utilization

IT Asset Utilization refers to the extent to which an organization's IT assets are being used effectively to support business operations and generate value. It is a measure of how well an organization is leveraging its IT investments to achieve its strategic objectives.

IT Asset Utilization can be measured using various metrics, such as:

• Hardware utilization rates (e.g. CPU, memory, storage)
• Software license compliance and usage rates
• End user experience and satisfaction levels
• Cost savings and cost avoidance

Effective IT Asset Utilization requires a proactive approach to managing IT assets, with a focus on optimizing performance, minimizing waste, and aligning IT investments with business priorities.

2.3 Cost Overruns

Cost Overruns refer to the situation where the actual costs of an IT initiative exceed the budgeted or planned costs. Cost Overruns can occur due to various factors, such as:

• Scope creep and change requests
• Delays and schedule slippages
• Resource constraints and skill gaps
• Technical complexities and integration issues
• Vendor management and contract disputes

Cost Overruns can have a significant impact on an organization's financial performance and competitiveness. They can also erode stakeholder confidence and trust in the IT function.

Preventing Cost Overruns requires effective project management, risk management, and financial management practices. It also requires a culture of accountability and transparency, where issues are identified and addressed proactively.

3. Factors Leading to Ineffective IT Asset Utilization

There are several factors that can contribute to ineffective IT Asset Utilization in organizations. Some of the most common factors include:

3.1 Lack of Visibility and Control

One of the biggest challenges in managing IT assets is the lack of visibility and control over the entire asset lifecycle. Many organizations struggle to maintain accurate and up-to-date inventories of their IT assets, leading to issues such as:

• Ghost assets (assets that are on the books but cannot be located)
• Zombie assets (assets that are no longer in use but still consuming resources)
• Shadow IT (assets that are acquired and used without the knowledge or approval of the IT department)

Lack of visibility and control can lead to inefficiencies, redundancies, and security risks. It can also make it difficult to make informed decisions about IT investments and priorities.

3.2 Decentralized IT Procurement

Another common factor contributing to ineffective IT Asset Utilization is decentralized IT procurement. In many organizations, individual business units or departments have the autonomy to purchase their own IT assets, without involving the central IT function. This can lead to issues such as:

• Duplication of assets and licenses
• Inconsistent standards and configurations
• Higher costs due to lack of volume discounts
• Difficulty in tracking and managing assets across the organization

Decentralized IT procurement can also lead to a lack of alignment between IT investments and overall business strategy.

3.3 Inadequate IT Governance

Effective IT Asset Utilization requires strong IT governance practices, including policies, procedures, and controls for managing IT assets throughout their lifecycle. However, many organizations lack adequate IT governance, leading to issues such as:

• Inconsistent or outdated policies and procedures
• Lack of accountability and ownership for IT assets
• Inadequate risk management and compliance practices
• Insufficient oversight and monitoring of IT asset performance

Inadequate IT governance can lead to a reactive and ad-hoc approach to managing IT assets, rather than a proactive and strategic approach.

3.4 Skill Gaps and Training Issues

Another factor that can contribute to ineffective IT Asset Utilization is skill gaps and training issues among IT staff and end users. As technology evolves rapidly, it can be challenging for organizations to keep up with the latest skills and knowledge required to effectively manage and utilize IT assets. This can lead to issues such as:

• Underutilization of advanced features and capabilities
• Inefficient or incorrect usage of IT assets
• Increased support and maintenance costs
• Reduced productivity and user satisfaction

Addressing skill gaps and training issues requires ongoing investment in training and development programs, as well as knowledge sharing and collaboration among IT staff and end users.

3.5 Resistance to Change

Finally, resistance to change can be a significant barrier to effective IT Asset Utilization. Many organizations have entrenched processes and cultures that are resistant to new ways of working or new technologies. This can lead to issues such as:

• Reluctance to adopt new tools and platforms
• Continued reliance on legacy systems and applications
• Resistance to standardization and consolidation efforts
• Lack of buy-in and support from business stakeholders

Overcoming resistance to change requires effective change management practices, including communication, education, and involvement of stakeholders throughout the process.

4. Impact of Ineffective IT Asset Utilization

The impact of ineffective IT Asset Utilization can be significant and far-reaching for organizations. Some of the most common impacts include:

4.1 Direct Costs

The most obvious impact of ineffective IT Asset Utilization is the direct costs associated with acquiring, maintaining, and supporting IT assets. Some examples of direct costs include:

• Hardware and software acquisition costs
• Maintenance and support contracts
• License and subscription fees
• Infrastructure and facilities costs
• Labor costs for IT staff

Ineffective IT Asset Utilization can lead to higher than necessary direct costs, due to issues such as overprovisioning, duplication, and lack of standardization.

4.2 Indirect Costs

In addition to direct costs, ineffective IT Asset Utilization can also lead to significant indirect costs for organizations. Some examples of indirect costs include:

• Lost productivity due to system downtime or performance issues
• Increased support and maintenance costs due to complexity and inconsistency
• Opportunity costs of missed innovation and growth opportunities
• Reputational damage due to security breaches or compliance violations
• Legal and regulatory fines and penalties

Indirect costs can be more difficult to quantify than direct costs, but they can have a significant impact on an organization's bottom line and competitiveness.

4.3 Opportunity Costs

Ineffective IT Asset Utilization can also lead to significant opportunity costs for organizations. Opportunity costs refer to the potential benefits that are foregone by not investing in the right assets or by not utilizing assets effectively. Some examples of opportunity costs include:

• Missed revenue opportunities due to lack of agility and scalability
• Reduced competitiveness due to outdated or inadequate technology
• Inability to attract and retain top talent due to poor technology infrastructure
• Missed opportunities for innovation and differentiation due to lack of investment in emerging technologies

Opportunity costs can be difficult to quantify, but they can have a significant impact on an organization's long-term success and sustainability.

4.4 Compliance and Security Risks

Finally, ineffective IT Asset Utilization can also lead to significant compliance and security risks for organizations. Some examples of compliance and security risks include:

• Violations of software licensing agreements and intellectual property rights
• Breaches of data privacy and security regulations, such as GDPR or HIPAA
• Exposure to cyber threats and attacks, such as malware or phishing
• Inability to meet audit and reporting requirements, such as SOX or PCI-DSS

Compliance and security risks can lead to significant financial and reputational damage for organizations, as well as legal and regulatory penalties.

5. Metrics for Measuring IT Asset Utilization

To effectively manage and optimize IT Asset Utilization, organizations need to establish a set of metrics and Key Performance Indicators (KPIs) to measure and track performance. Some of the most common metrics for measuring IT Asset Utilization include:

5.1 Hardware Utilization Metrics

Hardware utilization metrics measure the extent to which an organization's physical IT assets, such as servers, storage, and network devices, are being used effectively. Some examples of hardware utilization metrics include:

• CPU utilization: the percentage of time that a server's CPU is being used
• Memory utilization: the percentage of a server's memory that is being used
• Storage utilization: the percentage of a storage device's capacity that is being used
• Network bandwidth utilization: the percentage of available network bandwidth that is being used

Hardware utilization metrics can help organizations identify underutilized or overutilized assets, and make informed decisions about capacity planning and resource allocation.

5.2 Software Utilization Metrics

Software utilization metrics measure the extent to which an organization's software assets, such as applications and licenses, are being used effectively. Some examples of software utilization metrics include:

• License compliance: the percentage of software licenses that are being used in compliance with licensing agreements
• Application usage: the number of users or transactions that an application is supporting
• Software asset management: the percentage of software assets that are being tracked and managed effectively
• Software spend: the percentage of IT budget that is being spent on software assets

Software utilization metrics can help organizations optimize their software investments, reduce waste and duplication, and ensure compliance with licensing agreements.

5.3 End User Experience Metrics

End user experience metrics measure the extent to which an organization's IT assets are meeting the needs and expectations of end users. Some examples of end user experience metrics include:

• User satisfaction: the percentage of end users who are satisfied with the performance and functionality of IT assets
• Response time: the amount of time it takes for an application or system to respond to user requests
• Availability: the percentage of time that an application or system is available and functioning properly
• First call resolution: the percentage of support requests that are resolved on the first contact with the help desk

End user experience metrics can help organizations identify areas for improvement in IT service delivery, and prioritize investments in assets that will have the greatest impact on user productivity and satisfaction.

5.4 Financial Metrics

Financial metrics measure the financial impact of an organization's IT Asset Utilization, and help to demonstrate the business value of IT investments. Some examples of financial metrics include:

• Return on Investment (ROI): the financial return that an organization receives from its IT investments, calculated as the net benefits divided by the costs
• Total Cost of Ownership (TCO): the total cost of owning and operating an IT asset over its entire lifecycle, including acquisition, maintenance, support, and disposal costs
• IT spend as a percentage of revenue: the percentage of an organization's total revenue that is being spent on IT assets and services
• Cost savings and cost avoidance: the amount of money that an organization is saving or avoiding by optimizing its IT Asset Utilization

Financial metrics can help organizations justify IT investments, prioritize spending, and demonstrate the business value of IT to stakeholders.

6. Use Cases

There are many use cases for optimizing IT Asset Utilization across different industries and sectors. Some of the most common use cases include:

6.1 Data Center Consolidation

Data center consolidation involves reducing the number of physical data centers that an organization operates, and consolidating IT assets into fewer, more efficient facilities. This can help organizations to:

• Reduce infrastructure and facilities costs
• Improve energy efficiency and reduce carbon footprint
• Simplify management and maintenance of IT assets
• Improve scalability and flexibility of IT services

Data center consolidation requires careful planning and execution, including inventory and assessment of existing assets, design and implementation of new infrastructure, and migration of applications and data.

6.2 Software License Optimization

Software license optimization involves ensuring that an organization is using its software assets effectively and efficiently, and minimizing waste and duplication. This can help organizations to:

• Reduce software licensing costs
• Ensure compliance with licensing agreements
• Improve software utilization and productivity
• Simplify software asset management and tracking

Software license optimization requires ongoing monitoring and management of software assets, including inventory and assessment, license tracking and reporting, and optimization of license usage.

6.3 Hardware Refresh and Standardization

Hardware refresh and standardization involves updating and standardizing an organization's hardware assets, such as servers, storage, and network devices, to improve performance, reliability, and efficiency. This can help organizations to:

• Reduce maintenance and support costs
• Improve system performance and availability
• Simplify management and maintenance of hardware assets
• Improve compatibility and interoperability of systems

Hardware refresh and standardization requires careful planning and execution, including inventory and assessment of existing assets, selection and procurement of new hardware, and migration and testing of applications and data.

6.4 Cloud Migration and Hybrid IT

Cloud migration and hybrid IT involve moving some or all of an organization's IT assets and services to the cloud, and integrating them with on-premises systems and infrastructure. This can help organizations to:

• Reduce infrastructure and facilities costs
• Improve scalability and flexibility of IT services
• Enhance disaster recovery and business continuity capabilities
• Accelerate innovation and time-to-market for new services

Cloud migration and hybrid IT require careful planning and execution, including assessment of workloads and applications, selection of cloud providers and services, and integration and management of hybrid environments.

7. Case Studies

To illustrate the impact of ineffective IT Asset Utilization and the benefits of optimization, let's look at some case studies from different industries and sectors.

7.1 Manufacturing Sector

In the manufacturing sector, a global automotive company was facing significant challenges with ineffective IT Asset Utilization. The company had a complex and fragmented IT environment, with multiple data centers, inconsistent hardware and software standards, and a lack of visibility and control over IT assets.

To address these challenges, the company embarked on a comprehensive IT Asset Utilization optimization program. The program involved the following key initiatives:

• Consolidation of data centers and standardization of hardware and software platforms
• Implementation of a centralized IT Asset Management (ITAM) system to provide visibility and control over all IT assets
• Optimization of software licensing and usage, including elimination of duplicates and unused licenses
• Establishment of a governance framework and policies for IT Asset Utilization, including regular audits and reviews

The results of the program were significant, including:

• 30% reduction in data center costs through consolidation and optimization
• 25% reduction in software licensing costs through optimization and standardization
• 20% improvement in system performance and availability through hardware refresh and standardization
• 15% reduction in IT support and maintenance costs through simplification and automation

The program also helped the company to improve its compliance posture, reduce security risks, and enhance its ability to support business innovation and growth.

7.2 Financial Services

In the financial services sector, a large bank was facing significant challenges with ineffective IT Asset Utilization. The bank had a complex and siloed IT environment, with multiple business units managing their own IT assets and services, leading to duplication, inconsistency, and lack of transparency.

To address these challenges, the bank embarked on a comprehensive IT Asset Utilization optimization program. The program involved the following key initiatives:

• Establishment of a centralized IT Asset Management (ITAM) function to provide visibility and control over all IT assets across the bank
• Standardization of hardware and software platforms across business units, including desktops, laptops, and mobile devices
• Optimization of software licensing and usage, including elimination of duplicates and unused licenses
• Implementation of a cloud migration strategy to reduce infrastructure costs and improve scalability and flexibility of IT services

The results of the program were significant, including:

• 40% reduction in software licensing costs through optimization and standardization
• 30% reduction in hardware costs through standardization and refresh
• 25% improvement in end-user productivity and satisfaction through standardization and optimization of end-user devices and applications
• 20% reduction in IT support and maintenance costs through simplification and automation

The program also helped the bank to improve its risk management and compliance posture, and to better align its IT investments with business priorities and strategies.

7.3 Healthcare

In the healthcare sector, a large hospital system was facing significant challenges with ineffective IT Asset Utilization. The hospital system had a complex and distributed IT environment, with multiple hospitals, clinics, and physician practices managing their own IT assets and services, leading to duplication, inconsistency, and lack of interoperability.

To address these challenges, the hospital system embarked on a comprehensive IT Asset Utilization optimization program. The program involved the following key initiatives:

• Establishment of a centralized IT Asset Management (ITAM) function to provide visibility and control over all IT assets across the hospital system
• Standardization of hardware and software platforms across hospitals, clinics, and physician practices, including electronic health record (EHR) systems
• Optimization of software licensing and usage, including elimination of duplicates and unused licenses
• Implementation of a telemedicine platform to improve access to care and reduce costs

The results of the program were significant, including:

• 35% reduction in software licensing costs through optimization and standardization
• 30% reduction in hardware costs through standardization and refresh
• 25% improvement in clinical productivity and satisfaction through standardization and optimization of EHR systems
• 20% reduction in patient no-shows and cancellations through implementation of telemedicine platform

The program also helped the hospital system to improve its patient outcomes, reduce readmissions and hospital-acquired infections, and enhance its reputation and competitiveness in the marketplace.

7.4 Government and Public Sector

In the government and public sector, a large federal agency was facing significant challenges with ineffective IT Asset Utilization. The agency had a complex and fragmented IT environment, with multiple sub-agencies and departments managing their own IT assets and services, leading to duplication, inconsistency, and lack of transparency.

To address these challenges, the agency embarked on a comprehensive IT Asset Utilization optimization program. The program involved the following key initiatives:

• Establishment of a centralized IT Asset Management (ITAM) function to provide visibility and control over all IT assets across the agency
• Standardization of hardware and software platforms across sub-agencies and departments, including desktops, laptops, and mobile devices
• Optimization of software licensing and usage, including elimination of duplicates and unused licenses
• Implementation of a cloud migration strategy to reduce infrastructure costs and improve scalability and flexibility of IT services

The results of the program were significant, including:

• 45% reduction in software licensing costs through optimization and standardization
• 35% reduction in hardware costs through standardization and refresh
• 30% improvement in end-user productivity and satisfaction through standardization and optimization of end-user devices and applications
• 25% reduction in IT support and maintenance costs through simplification and automation

The program also helped the agency to improve its cybersecurity posture, reduce waste and fraud, and enhance its ability to deliver citizen services and support mission-critical operations.

8. Cross-Sectoral Examples

While the case studies above focus on specific industries and sectors, the challenges and opportunities associated with IT Asset Utilization optimization are common across all organizations. Here are some cross-sectoral examples of IT Asset Utilization optimization initiatives:

• Cloud Migration: Many organizations across different sectors are migrating some or all of their IT assets and services to the cloud to reduce costs, improve scalability and flexibility, and accelerate innovation. For example, a retail company migrated its e-commerce platform to the cloud to handle peak traffic during the holiday season, while a healthcare provider migrated its EHR system to the cloud to improve access and collaboration among clinicians.
• Software License Optimization: Organizations across different sectors are optimizing their software licensing and usage to reduce costs, ensure compliance, and improve productivity. For example, a manufacturing company consolidated its CAD/CAM software licenses across multiple sites and eliminated unused licenses, while a financial services firm implemented a software asset management tool to track and optimize its software usage across the enterprise.
• Hardware Refresh and Standardization: Organizations across different sectors are refreshing and standardizing their hardware assets to improve performance, reliability, and efficiency. For example, a government agency standardized its desktop and laptop configurations across multiple departments to simplify management and maintenance, while a healthcare provider refreshed its network infrastructure to improve performance and security.
• IT Asset Management (ITAM): Organizations across different sectors are implementing ITAM programs to provide visibility and control over their IT assets, optimize utilization, and reduce costs. For example, a manufacturing company implemented an ITAM tool to track and manage its IT assets across multiple plants and warehouses, while a financial services firm established an ITAM governance framework to ensure compliance with regulatory requirements.

9. Roadmap for Improving IT Asset Utilization

To optimize IT Asset Utilization and reduce cost overruns, organizations need to follow a structured and comprehensive roadmap. Here are the key steps in the roadmap:

9.1 Establish IT Asset Management Program

The first step in the roadmap is to establish an IT Asset Management (ITAM) program that provides visibility and control over all IT assets across the organization. The ITAM program should include the following key components:

• Policies and procedures for managing IT assets throughout their lifecycle, from acquisition to disposal
• Roles and responsibilities for IT asset management, including ownership, accountability, and governance
• Tools and technologies for discovering, tracking, and managing IT assets, including hardware, software, and cloud services
• Metrics and KPIs for measuring and reporting on IT asset utilization and optimization

9.2 Implement IT Service Management

The second step in the roadmap is to implement IT Service Management (ITSM) practices that align IT services with business needs and priorities. ITSM practices should include the following key components:

• Service catalog and service level agreements (SLAs) that define the IT services provided to the business and the associated performance and quality metrics
• Incident and problem management processes that ensure timely resolution of IT issues and prevention of future incidents
• Change and release management processes that ensure the smooth and controlled deployment of IT changes and updates
• Continual service improvement (CSI) processes that identify and implement opportunities for improving IT service quality and efficiency

9.3 Automate Asset Discovery and Tracking

The third step in the roadmap is to automate the discovery and tracking of IT assets across the organization. Automated asset discovery and tracking should include the following key components:

• Agentless and agent-based discovery tools that can identify and inventory all IT assets across the network, including hardware, software, and cloud services
• Asset tagging and labeling standards that ensure consistent and accurate identification of IT assets
• Integration with ITAM and ITSM tools to ensure real-time visibility and control over IT assets
• Automated alerts and notifications for asset lifecycle events, such as end-of-life, end-of-support, and license expiration

9.4 Optimize Hardware and Software Deployment

The fourth step in the roadmap is to optimize the deployment and utilization of hardware and software assets across the organization. Hardware and software optimization should include the following key components:

• Standardization of hardware and software configurations to simplify management and maintenance
• Virtualization and consolidation of IT infrastructure to improve utilization and reduce costs
• Cloud migration and hybrid IT strategies to optimize the balance between on-premises and cloud-based assets
• Software license optimization and management to ensure compliance and reduce costs

9.5 Implement Chargebacks and Showbacks

The fifth step in the roadmap is to implement chargebacks and showbacks that enable IT to recover costs and demonstrate value to the business. Chargebacks and showbacks should include the following key components:

• Cost models and pricing structures that align with business needs and priorities
• Metering and billing systems that track and allocate IT costs based on usage and consumption
• Reporting and analytics tools that provide visibility into IT costs and value delivered to the business
• Governance and communication processes that ensure transparency and accountability for IT costs and value

9.6 Develop KPIs and Dashboards

The sixth step in the roadmap is to develop KPIs and dashboards that provide real-time visibility into IT Asset Utilization and optimization. KPIs and dashboards should include the following key components:

• Metrics and KPIs that measure IT Asset Utilization, performance, and cost efficiency
• Dashboards and reports that provide real-time visibility into IT Asset Utilization and optimization
• Integration with ITAM and ITSM tools to ensure consistent and accurate data
• Collaboration and communication tools that enable IT and business stakeholders to make data-driven decisions

9.7 Conduct Regular Audits and Reviews

The seventh and final step in the roadmap is to conduct regular audits and reviews of IT Asset Utilization and optimization. Audits and reviews should include the following key components:

• Periodic assessments of IT Asset Utilization and optimization against established metrics and KPIs
• Identification of gaps and opportunities for improvement in IT Asset Utilization and optimization
• Development and implementation of action plans to address identified gaps and opportunities
• Communication and reporting of audit and review results to IT and business stakeholders

10. Calculating ROI of IT Asset Management

To demonstrate the business value of IT Asset Utilization optimization, organizations need to calculate the Return on Investment (ROI) of their IT Asset Management (ITAM) initiatives. The ROI of ITAM can be calculated using the following formula:

ROI = (Savings - Investment) / Investment x 100%

Where:

• Savings = The total cost savings and cost avoidance resulting from ITAM initiatives, such as reduced software licensing costs, hardware maintenance costs, and support costs.
• Investment = The total cost of implementing and maintaining ITAM initiatives, such as ITAM tools, personnel, and processes.

For example, if an organization invests $500,000 in ITAM initiatives and achieves $1,000,000 in cost savings and cost avoidance over a three-year period, the ROI of ITAM would be:

ROI = ($1,000,000 - $500,000) / $500,000 x 100% = 100%

In this example, the organization would achieve a 100% return on its investment in ITAM initiatives over a three-year period.

To maximize the ROI of ITAM initiatives, organizations should focus on the following key areas:

• Identifying and prioritizing the IT assets with the highest potential for cost savings and cost avoidance
• Implementing ITAM tools and processes that automate and streamline IT Asset Utilization and optimization
• Developing and tracking metrics and KPIs that measure the business value of ITAM initiatives
• Communicating and reporting the ROI of ITAM initiatives to IT and business stakeholders to build support and momentum for ongoing optimization efforts

11. Conclusion

Ineffective IT Asset Utilization can lead to significant cost overruns and business risks for organizations across all industries and sectors. To optimize IT Asset Utilization and reduce cost overruns, organizations need to follow a structured and comprehensive roadmap that includes establishing an IT Asset Management program, implementing IT Service Management practices, automating asset discovery and tracking, optimizing hardware and software deployment, implementing chargebacks and showbacks, developing KPIs and dashboards, and conducting regular audits and reviews.

By following this roadmap and calculating the ROI of their IT Asset Management initiatives, organizations can achieve significant cost savings, improve service quality and efficiency, and better align their IT investments with their business goals and priorities. However, optimizing IT Asset Utilization is not a one-time event, but an ongoing process that requires continuous monitoring, measurement, and improvement. Organizations that embrace this process and make it a strategic priority will be well-positioned to compete and succeed in the digital age.

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