The digital transformation has not only brought about a change in society, but has also led to significant development in all areas of industry. This revolution means that we are currently in an environment that has been called VUCA, which incorporates previously unknown business variables such as: volatility, uncertainty, complexity and ambiguity.
Volatility: A more dynamic and changing market implies greater efforts to adapt to changes, the methodologies that were applied before have to be adapted to the new rules of the game to maintain competitiveness.
Uncertainty: The volatility and unpredictability of the environment can cause decision making to have no solid and stable foundation, so a decision made in the wrong way can have great consequences.
Complexity: An environment of increasing complexity requires more complex processes and methods for its study, if what is intended is to have a valid and as real as possible model of the business, which helps to focus efforts in the right direction.
Ambiguity: With complexity comes the difficulty of interpreting the environment, which can lead to misconceptions, causing decisions to be made in the wrong direction.
Response to new variables
For the growth of the companies it is crucial to incorporate new mechanisms that give support, take into account these variables and allow establishing solid support bases to face the new challenges of increasing sales and operational efficiency.
The systems developed under the incorporation of technology leave a trail that is not always exploited, and yet it is invaluable, since it is the one that provides the necessary information for guided and intelligent growth.
By compiling the information reported by the systems, a process is carried out by which, through the date, an identifier that allows tracing the event and the different states through which said event passes, the real map of the systems can be obtained.
Based on widely known algorithms and applying new storage and processing techniques, important results are already being obtained in fields such as cybersecurity, incident management, analysis of legacy systems and behavioural analysis. We can even say that major developments are expected in fields such as marketing and user experience.
Process analysis as a tool
In the practical case of incident management, experience has shown that new variables can be added to the analytics that not only present new perspectives on the information, but also make it possible to obtain business KPI's (Key Performance Indicator) in the execution of the process itself, which go beyond the traditional measures obtained with the final analysis of the metrics.
Process analysis has been integrated into tools designed for fraud analysis, but it is also yielding great results in process analysis, in the detection of patterns in incident resolution groups, in geographical behaviour, etc.
Thus, great hopes have been placed on these new use cases, and an example would be cyber security, where having active systems that allow the detection of anomalies and the integration of new business rules is vital.
In conclusion, to adapt companies to an increasingly volatile and complex world, it is necessary to count on and adapt to the use of tools and methodologies that minimize uncertainty and ambiguity.
