Welcome to a New “Normal”: What Will Life be Like After a Global Pandemic?

In the wake of COVID-19, certain habits we’ve adapted will likely stick around. Right now, it feels impossible to predict what the world will look like next week, let alone next year. Our operations manager Kirsty Unilla is writing about the changes led by the digital transformation and its effects on organizations. 

Thank you Kirsty for sharing your thoughts!

Even pre-pandemic, we had been seeing changes creeping into our everyday lives; Digital Transformation was encroaching into every aspect of the way we do things. Highstreet shopping was becoming a luxury pastime and online shopping with instant checkout and next day delivery had become the king of the convenient. Visits to a bank were becoming akin to a visit to a museum; now replaced with online banking, cashless and contactless transactions. Domestic and international news is now delivered instantly without the need for a 6pm News bulletin or the morning delivery of the paper. It is likely that the Covid-19 outbreak has further entrenched the direction in which society was already heading.

Over the past weeks spent in lockdown, I personally have tried to put a focus on having conversations with people, rather than just an exchange of emails. While remote working for me is not a new thing, it was for lots of my customers, clients, and contacts. I have heard of many changes that businesses are planning to make as they try to figure out a new “normal”.

Ava, a consultant for Digital Transformation in a logistics business, spoke of a change that happened with her company several years ago. Following lost productivity due to severe weather in the UK, her organisation took the decision to enable and empower all employees to work from home at least one day a week. They provided the hardware to allow this, adapted their systems (including a shift to cloud-based software) and trained their teams all at a significant cost. However, the ability to continue “business as usual” the next time the snow hit more than made up for the outlay. This foresight allowed Ava’s organization to hit the ground running as lockdown was announced.

In the last week I’ve heard of businesses who are planning to reduce their office space, those who are renting out space that will no longer be required and some that have decided that offices are no longer needed at all and are implementing a permanent a home working policy.

A friend who works as first line support for an Internet Service Provider had always been told that she could not work from home under any circumstance. Her request to do this was made last year as she recovered from cancer treatment. Despite the understanding and support of her manager, she was advised that her systems could not be accessed from anywhere other than her office. 

Covid-19 ensured that her business found a way for employees to operate anywhere and my friend and her entire team moved to remote working within the first week of lockdown. I am sure that this can’t have been the only example of making a previously “impossible” change happen.

This does not all come easily though. Think of the hard-pushed IT departments trying to make sure that security measures remain in place while everyone ships out of the office; setting up new users for organizations that have had to recruit rapidly. Think of the changes that supermarkets have had to make for online shopping services, introducing virtual queueing systems and the ability to identify the most vulnerable to give them priority.

As the world shifts online, the requirement for knowledgeable, competent staff increases. Having remote teams can mean that sharing information and mentoring newer team members can be more difficult. Ensuring a team is well trained can mitigate some issues; if everyone has the same starting point, the same understanding of language and terminology and a robust understanding of best practice and what “good” looks like, then they can work together for the common goal.

Digital Transformation ultimately is led by IT Transformation; organizations will continue to change and the way that technology and IT teams support organizations will change. We have seen another change within the service management industry quite recently, with the introduction of ITIL 4. This evolution of ITIL considers the necessity for businesses to adapt, change and deliver better services, all faster than ever before. 

ITIL 4 Foundation lays the base that all other knowledge will be built upon: introducing a Service Value System (SVS), guiding principles and the ITIL practices.
Four specialist modules are then available. These are:

Four specialist modules are then available. These are:
Create, Deliver & Support
High Velocity IT
Drive Stakeholder Value
Direct, Plan & Improve

If we look at the outcomes for these courses, we can see how appropriate the learning is, especially during the current global emergency.

As organizations are rely on the creation and delivery of new services to adapt the ways in which they are working, ITIL4 CDS comes to the forefront. This course will help your team to

  • Improve existing processes
  • Effectively manage IT teams
  • Optimize value streams and workflows
  • Align digital services with business strategy
  • Develop services to meet demand
  • Integrate new technologies
  • And Embed Lean, Agile, DevOps ways of working

Demand for increases to the speed and quality of services will be seen as organizations adapt to the new world. HVIT will help your team to

  • Understand the rapid nature of the digital enterprise and how to co-create resilient and valuable digital services at speed
  • Understand the benefits of a less centralized approach to IT service delivery
  • Utilize the latest digital technology to optimize end-user services and maximize investments
  • Balance working with complex, adaptive systems and flexible processes that can adapt to changing environments
  • Demonstrate how to integrate the digital product lifecycle with ITIL’s core operating model to meet and exceed business goals
  • Utilize new ways of working and approaches to enable small incremental steps and effectively work with new and complex systems.


And ultimately, while providing training will be of benefit to your organization, it will allow employees to feel as though they are part of a team, working together to see success for everyone. An investment in training can provide great returns, with happier staff providing better services for happier, more satisfied customers and stakeholders.

Get in touch to start your team training project today.

Kirsty Unila

Kirsty Unila provides dedicated support to our customers and partners. Kirsty and her team look after corporate accounts and make sure our clients have everything they need – from training needs analysis to ongoing reporting and next steps.

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