Human Centricity In Managed Service Whitepaper V3
Unlocking the Potential of Human-Centricity in Managed Service Model Transitions WHITEPAPER Key Takeaways Abstract In the era of technological transformation, the human dimension is often neglected within organizations. Amidst the rush toward technological advancement, the significance of people is frequently underestimated. This whitepaper advocates for a people-centric approach, recognizing individuals' indispensable roles and unique contexts in the Managed Services transition. Addressing the intertwined dynamics of processes, technology, and human elements offers actionable interventions to resolve challenges encountered during this transition. The paper provides a comprehensive overview, pinpointing challenges, and avenues for enhancing the human aspect, encompassing user experience enhancements and empathetic design principles. Furthermore, this whitepaper incorporates the Prosci® ADKAR change principles, empowering organizations, and employees to demonstrate the behaviors and actions necessary for successful transitions. By aligning the goals of both parties, this approach fosters unity and commitment, paving the way for effective Managed Services transitions and long-term success. We have witnessed a gradual transformation in workforce behavior across generations and socio-economic events. The recent global situations like pandemic, have propelled the adoption of new work paradigms such as . The modern digital workplace should cultivate an inclusive structure by being compassionate and connected and help enable organizations to bridge the generational gap and cultivate a thriving, harmonious workforce. This white paper explores these critical considerations in-depth, shedding light on the strategies needed to navigate this transformative journey successfully. Heightened technology utilization and a pronounced shift towards managed services engagement. Underscoring workplace disparities as companies transition from conventional methods to a more strategic managed services environment. Modern generations prioritizing personal goals, embracing remote work, and emphasizing productivity and efficiency over extended hours versus subscribing to conservative values, long work hours, and hierarchical structures as was seen in some segments of older generation . Authorities are seen as partners or collaborators, and skill development is considered a pathway to more significant opportunities. Achieving a balance between work and personal life has become paramount today. Human Centric Approach HCA encourages the harmonious relationship between humans and processes or technology, which means well-being of an employee is paramount and should be at the center of any process or technological changes including the process of managed services transition. Organizations must inculcate human-centric approaches as follows, but not limited to: Empathy: Genuine care for the people at the workplace. Build empathy by being a part of the employee community that will be involved in achieving the company goals. Creativity: Creative ways to solve unfamiliar problems like mental health and lack of networking and connection at work. Business needs: Making the workplace a core support for employees’ success by enabling collaboration and communication. We often come across during any managed services transition that some organizations, to meet business demands, overlook the human aspect of the business, especially those who are directly affected by the transition and will move to the new service provider and will have to acclimate to new processes, culture, and people. This could result in a lack of trust and reputation if not addressed appropriately. Elements to consider during a transition
Figure 1: Key Characteristics of the Human Centric Approach (HCA) Purpose Simplicity Content Participation Human Values Embrace Differences Empathic Approach Deep Human Understanding Let us understand the typical scenarios and the key challenges to be addressed.
many, when, and who are transitioning from company X to Y.
the jobs, roles, and processes that are being transitioned. Key Challenges Strategies to humanize the workplace to address the above, but not limited to, challenges. Figure 3- Key Challenges faced during managed services transition that need special attention from organizations Figure 4: Model depicting three major categories to focus the strategies to make workplaces more human-centric.
Moral – Known to unknown Culture assimilation – now and new Process consolidation adjustments Information and skill set loss esp. Tenured resources Drain of Tacit; knowledge – soft and hard skills acquired e.g…, niche jobs Challenges in a IT Managed Services Project Physical Flexibility Infrastructure and Layout Wellness Learning and Development Rewards and Recognition Common Goals and Culture Emotional Socio-Economic
