除了平台价值和人工智能准备噪声操作清晰度之外，NTT DATA

Why operational clarity is aprerequisite for platform ROI,sustainable automation and Contents 03Why digital investments fall short 04The operational clarity gap 06The hidden cost of platform underuse 07Establishing the right architecture for AI Why digital While some IT leaders are implementing technologysuccessfully to reduce costs, modernize operations, andaccelerate automation and AI, others are failing to realize Beyond the immediate implications like wasted resourcesand missed opportunities, this has the potential to createa bigger impact down the track. For example, initiatives Why this this happening, and where does the The answer to this question lies in a deeper, less visiblechallenge: a lack of operational clarity. Disconnectedworkflows, misconfigured systems, low platform adoption Successful transformation and value realization begin Before pursuing another tool, platform or AI project,technology leaders must understand how their operationsfunction today, where inefficiencies exist, how systems To understand why digital investments so often fallshort, we need to begin at the heart of the issue:operational clarity, the prerequisite for platform ROI, The operational clarity gap Whether it’s in response to macroeconomic factors suchas mounting cost pressures or regulatory scrutiny,or simply ambitious digital and AI agendas on their own But it’s not for a lack of trying. Despite years of investmentin platforms, tools and services, a consistent patternpersists: leaders still lack a clear view of what’s happening The result? Duplicated effort, inconsistent service quality,rising operational costs and poor platform ROI. What is operational clarity? If you can see, measure and align how service deliveryfunctions across departments, tools and outcomes, More deeply, it’s about: •How well workflows are performing across yourbusiness units•Where friction, delay or waste is silently compounding If you can connect the dots between platforms, teams andaccountability structures, then you can act with context Attaining operational clarity then becomes a competitiveadvantage, a capability that changes how organizationsoperate. Issues can be triaged and resolved more quickly, Without operational clarity, technologyinvestments create an illusion of progress As workflows become more structured and visible,automation becomes easier to scale; not just in IT, butacross HR, finance and operations. And when data isconnected, consistent and governed, AI becomes a real, Ultimately, operational clarity creates the conditionsfor speed, intelligence and measurable impact. Clarity as an enabler of value Without clarity, complexity rules Unfortunately, in the absence of clarity, manyorganizations are faced with complexity because platformsare rolled out, one after another, to solve problem after Just as poor visibility can stall progress, the right kind ofclarity can unlock it. Operational clarity is a powerful enabler When there’s no shared visibility of how the enterpriseis actually operating, what begins as a series of Service operations Service teams can identify and eliminate bottlenecksfaster, reduce ticket backlogs and improve end-to-end This causes configuration debt and siloed workflows. Inthe meantime, teams desperately develop workarounds This is where transformation falters. Operating in this type of environment means automationprojects will likely fail to scale, AI pilots won’t access theright data and operational performance will be judged by Employee experience Employees benefit too. They gain structured workflowsand better visibility of the systems they rely on every day.This results in less frustration, clearer ownership and moretime spent on meaningful work, all of which point to better The consequences of complexity aren’t just limited toback-end challenges and inefficiencies — they’re also For employees, a lack of clarity means disjointed tools,duplicated effort, slow approvals and process fatigue.It creates frustration and disengagement, as more timeis spent working around systems than with them.For customers, complexity means longer resolution times, Customer experience For customers, the benefits are just as real. Faster issueresolution and greater consistency across channels translateinto higher satisfaction and trust. When internal operations Operational clarity is the bridge. It empowers employeeswith the visibility and simplicity they need to work smarter, The hiddencost of platform One of the clearest signs of pooroperational clarity is platform underuse.The technology may be in place, Case study: Novavax Novavax, an American biotechnology company,sought to accommodate rapid growth andimprove operational efficiencies by evolving itsIT service management (ITSM) capabilities, bymaturing its nascent ServiceNow ITSM platformthrough a partnership with NTT DATA. With an With platforms like ServiceNow, for example, only tacticalIT service needs might see the li