Monday, 30 November 2020 08:47

VIDEO Interview: Systemology Founder and Director John Mustac talks tech transformation


With Systemology delivering business process automation and transformation since 2012, and its team experts in the field for over 20 years, the company’s expert business process skills, deep technical knowledge and commitment to customer satisfaction is what its customers say is Systemology’s most valuable differentiation in the marketplace.

Systemology. The company bills itself as “Australia's leading business process automation and transformation experts”, focusing on business process improvement outcomes, whether they are about IT service delivery, IT DevOps, or non-IT processes such as marketing campaign development, HR recruitment or Finance governance and compliance.

The company says its approach “starts with business process review and redesign, then custom configuration of the technical platform, followed by on going support, which can include training, ad-hoc professional services, or a full managed service”, and notes that its clients “cover all industries and segments across Australia, but most tend to be enterprise and government (local, state, and federal) and typically organisations with over a few thousand staff”.

As you’d expect, a company like Systemology should have a wide range of services, accreditations and experience, and as such, Systemology proudly boasts of being leading experts for Atlassian solutions and Microsoft Service Manager (SCSM), providing designed or pre-configured solution configurations, with comprehensive project services, along with full support and training, too.

So, what is some more detail on what Systemology offers?

The company explains that it has “helped many organisations with their IT Service delivery transformation by reviewing and redesigning ITIL, ITSM and ITAM processes, then configuring and deploying leading technology to deliver new IT service delivery platforms and capability”, while also addressing “the transformation and automation of other important business processes, such as software development (DevOps, Agile etc)”.

We’re told that “other non-IT processes are now becoming critical focus areas for organisations, such as HR's candidate recruitment process or annual performance appraisal processes”, while another is “Marketing's campaign development and execution process, and Finance's annual governance and compliance process”.

Systemology notes that “all these processes are typically mature processes, however they lack agility and the ability to easily collaborate”, and that the company “transforms these processes and using leading technology delivers automated processes that make it easy for teams to engage and work more effectively together and better together”.

And, with customers such as Sydney Water, the NSW Government Treasury and other Departments, Melbourne Water, the Murdoch Children’s research centre, various SA Government Departments, the University of Notre Dame and other educational institutions, Toyota Financial Services, Teachers Mutual Bank, Slater and Gordon Lawyers, the Australian National Maritime Museum, various Australian Federal Government Departments, Allianz, Konica Minolta, Colliers International, Carton United Breweries, Seven West Media and many, many others, Systemology is certainly able to celebrate its client successes.

It’s also a demonstration that Systemology works with a wide base of clients in a wide range of industries, and that its customer don’t have to work with “industry specialists” such as huge international consultant firms to get the desired transformational results.

To learn more about Systemology, iTWire spoke to John Mustac, the company’s founder and one of its Directors. The article continues thereafter with a summary of the topics discussed, along with more information from John Mustac on Systemology’s capabilities and some customer success stories.

In the video interview, I introduced John, welcomed his to the program and asked him to tell us about Systemology and what it does in 2020, as well as a bit about John’s personal journey through the world of tech.

We discussed industry trends and customer pain points that have driven Systemology’s successes to date, along with talking about some of Systemology’s customer success stories. We explored the trends in managed services and other areas of Systemology expertise, along with exploring the most oft-repeated challenge Systemology sees large enterprises facing today and into the future.

John shared great advice he has received in life, and his final message to viewers, readers and to current and future customers and partners.

So, what is some more information from Systemology on how it sees the market? We asked John Mustac to share some information in text format, and he did, which we’ve reprinted below:

John explained Systemology has “seen some interesting shifts over the past 10 years and more aggressively in these past 1 or 2 years”, whereby “organisations continue to be pressured for growth, competitiveness, and innovation”.

“For many, a common approach is to reduce operating costs and we see that when teams need to do more with less. It can seem to be an incongruous position, yet this is the single most common situation we find our clients in when they initially come to us”.

Systemology explains that it can deliver most value when it is “able to impact all 3 pillars of service delivery excellence: people, process, and technology”.

For example, we’re told that “sometimes, clients are focused on a component: perhaps redesigning process so they may engage a general process consultant; or they may need a new service desk tool, so buys a cloud solution directly and uses inbuilt templates to get going.

“These are missed opportunities for the organisation to achieve a more wholistic solution that adds more value and is more cost effective. Speaking to Systemology at any stage, and ideally early, will often identify the real business issues and real solutions”.

What are other, more specific trends, that Systemology sees and address for its customers? These include:

Whole-of-business self-service and automated provisioning

“Many organisations have set up an IT online shop for staff to request services and equipment. Now its about expanding that to a single one-stop shop for all services across the organisation. This is more complex than it sounds but delivers huge value”.

Service desks for non-IT business units.

“We are seeing a dramatic increase in the number on non-IT business units wishing to improve their service delivery quality and productivity, such as marketing, HR and finance. A common misconception is that you only need to choose a tool, however smart leaders can appreciate the need for business process design and careful alignment of this with technology. The change program is an often-forgotten critical success factor”.

Business process automation, digital process automation, robotic process automation, artificial intelligence etc

“There is no shortage of new technology looking for buyers. Customers can see their business pain points and need to find partners that can help them translate these business needs into the right solutions. Hence the final trend we see is that it continues to be difficult for customers to find those expert partners, like Systemology”.

Can you provide more detail on some recent client success stories?

A recent example is with one of the largest metropolitan councils in Australia

“The marketing business unit typically handles around 500 requests per month for marketing services, delivered by a team of about 50 specialists. The business needed to improve quality, productivity, and customer satisfaction. They worked with Systemology to review and redesign their business processes and clearly define the business outcomes they needed to deliver.

“A customised configuration of Jira Service Management together with Confluence as the collaboration hub and knowledge base was the perfect fit. This is a great example of a non-IT business unit recognising the value of the service request management process within ITIL and engaging an expert partner like Systemology to design customised processes and solutions to achieve tangible business outcomes”.

Another recent example is a leading online education provider.

“They reached a point in their customer service journey where they needed to adopt an ITIL compliant enterprise grade solution. Jira Service Management in the cloud was selected for its flexibility and performance. Even more value was gained by using Confluence for knowledge management and connecting to Jira Software to create a wholistic DevOps model.

“Jira Service Management’s powerful automation was used to create API links to external vendor ticketing systems allowing tickets to automatically be created across systems and keep them in sync. The result allowed this client to win new major business on the strength of its innovative service delivery capability, both in managing services and developing new ones”.

What about the trend in managed services for specialist areas like Service Desk?

“We certainly see an increasing trend in managed services for service desk and with the focus for most customer to adopt cloud solutions like Jira Service Management, our managed service centres on continuous improvement; driving the client’s service delivery capability to new heights.

“We do this using our unique continuous improvement methodology which defines business improvement targets then identifies innovation opportunities and process blockages. We then design and configure solutions and move to the next iteration. Its this focus on delivering meaningful outcomes through our unique model that has captured the attention of the market”.

Looking Over the Horizon – Service Desk Management and other applications

Systemology expects the year ahead to present a few key challenges for organisations, and that “most are unlikely to return to full staff occupancy within the office, so they need to continue to facilitate remote working and remote team collaboration, but in a way that now drives up performance, productivity, and quality.

“Solutions like Atlassian cloud platform provide the technology for collaboration, process, and project management. The challenge for customers is to find the right expert partner to make it all work with their teams and methods”.

Agile models need to be embraced by other business units

“Agile helps a business unit refocus on its customers, determine how it can be flexible and identify where tangible improvements can be made. Unfortunately, there is a great deal of conflicting agile how-to information out there pointing customers this way and that. Clients need to find expert partners that have a broader view of business process and technology to navigate them into the future. Systemology is a great place to start your search”.

IT teams will continue to be stretched providing support to a remote workforce

“Organisations that in the past have relied on internal resources to design and implement technology will find it impossible to deliver the improvements demanded; they will need to find partners that provide flexible models of working together to achieve outcomes. Systemology prides itself on the flexibility we provide to our clients”.

To conclude, John says “Systemology is an industry leading consultant and an information source to review all the issues discussed above”, and he shared his concluding thoughts on 2020 and expectations for 2021, stating:

“2020 saw businesses side swiped by COVID19. Resources were focused on pivoting to provide remote working and quickly deliver new ways of satisfying customers. As we settle into this scenario for 2021, organisations must now find a way of driving growth in performance, productivity, and quality.

“This is complex, it touches process, people and technology and its partners like Systemology that uniquely have deep skills in these areas to help organisations address these challenges with confidence”.

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Alex Zaharov-Reutt

Alex Zaharov-Reutt is iTWire's Technology Editor is one of Australia’s best-known technology journalists and consumer tech experts, Alex has appeared in his capacity as technology expert on all of Australia’s free-to-air and pay TV networks on all the major news and current affairs programs, on commercial and public radio, and technology, lifestyle and reality TV shows. Visit Alex at Twitter here.

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