DIG2 Next: A Success Enabler In The Service Era

What is the one key element that gives organizations a competitive edge? Customer service.

In the digital era, as users continue to seek new services using smart devices daily, organizations have to provide services on both sides of quality and value creation. Effective ITSM, in today’s service era, is a way to improve user satisfaction through quality management and, at the same time, promote change by delivering value to users. To derive the full value out of their services and gain a competitive advantage in the market, organizations need to shift from system-oriented to a service-oriented outlook and transform traditional business models by adopting the best ITSM practices. Here, it is important to understand that ITSM initiatives are not limited to the implementation of ITSM tools and practices but the overall enhancement of organizational service capabilities powered by the transformation. It is essential to transform an organization’s capability into superior service management and business service model by recognizing the true value of ITIL. DIG2 Next empowers organizations to achieve exactly that. With almost two decades of experience in the ITIL/ITSM space, DIG2 Next's team offers solution capabilities using ITIL to solve customer issues and foster a high level of customer satisfaction. DIG2 Next promotes changes to people and organizations in the form of consulting and education as well as supports service management and organizational strength. In this way, the company helps clients build strong capabilities that provide an upper hand. “We support the development of service-oriented human resources and organizational reforms that can transform businesses,” says Toshio Suzuki, MD, DIG2 Next.

Capturing the Essence of ITIL

At the onset, the company understands a client’s issues and then offers consulting services that suit their situation. The team suggests improvements with a focus on service management and project management from the perspective of the end user, maximizing business outcomes for the client. With the expertise of the company’s team in ITIL, organizations can perceive their clients' business needs from two perspectives—service provider and business. This allows them to understand the desired outcomes while also encouraging continual service improvement.

DIG2 Next leverages the ITIL service management best practices, the PMBOK Guide project knowledge body, Agile practices, SIAM to provide service integration framework on multi service providers environment, VeriSM to provide approach about DX., and COBIT to provide IT governance, internal framework, and more to help solve their clients’ problems. The company teaches ITIL with an approach that involves practical learning with a focus on high-quality discussions in a small group system. This enables the clients to comprehensively acquire management skills such as communication and team skills, which cannot merely be obtained through traditional learning methods.

DIG2 Next's education and consulting accurately captures the essence of ITIL and provides support services that focus on customer business issues in a timely manner. “In other words, we support the strengthening of organizational abilities as a core capability for Japanese companies to develop services globally with the true value of ITIL,” says Suzuki. With a focus on the overwhelming strength of ITSM education and consulting in the Japanese market, DIG2 Next’s strategy is developing education and consulting for ITIL/ITSM as its core competence, while fostering honesty and transparency with customers. Helmed by Suzuki, who is the first person in Japan with ITIL V3 Expert, SIAM Professional, and VeriSM Professional certifications, DIG2 Next has established itself as a frontrunner in Japan for ITIL.

In a recent example, a customer incorporated the true value of ITIL as the soul of the organization with the help of DIG2 Next consulting. In a similar fashion, DIG2 Next plans to create a foundation for Japanese companies to fight in the service era. In Japan, where the manufacturing industry is particularly strong, DIG2 Next aims to incorporate the essence of ITIL into manufacturing as a service in the Industry 4.0 era.

ITSM's initiatives are to strengthen organizational capabilities and empower an organization. A case study of DIG2 Next is a successful practice of accelerating ITSM's initiatives by gaining adequate management understanding through dialogue with all senior managers involved in the initiatives. Most importantly, an organization is a group of people who interact with each other to promote organizational capabilities and change.

Delight in Growth

Founded in 2008, DIG2 Next’s mission is to establish corporate strengths and contribute to the growth and development of human resources, organizations, and businesses that can compete in the global economy. Over a span of two decades, the company has attained numerous certifications and accreditations, including EXIN AEC accredited examination provider (2014), ServiceNow registered service partner (2017), and PeopleCert ATP accredited training provider (2017). “As a leading company that can provide the best service management in Japan, we always propose service management that meets the needs of our customers,” adds Suzuki.

"Our goal is to promptly act on the client's success opportunities with complete energy throughout the project without giving up"

Interestingly, DIG2 Next’s name, DIG, refers to Delight In Growth as it fosters growth and discoveries for clients. The company delves deeper into the various issues that clients have and work with them to achieve their objectives. DIG2 Next helps customers discover new possibilities to grow to a new stage by providing service management solutions in an optimal form and supporting customer service business. “Our goal is to promptly act on the client's success opportunities with complete energy throughout the project without giving up,” says Suzuki. The company provides reliable solutions and support services to clients to overcome their issues. Another major driver of the DIG2 Next’s success is its ability to team with customers to further each other's growth. “We believe that a small start leads to quick wins, which is why we continue with small growth, aiming to change our customers into companies that will evolve. And this thinking is becoming increasingly important in the digital services era.” says Suzuki.

With a mission to help revitalize the economy and enhance the global competitiveness of Japanese companies, DIG2 Next will invest in VR as the new technology acts as an educational service in the digital age. VR can easily overcome real world geographical constraints by gathering participants in a room within the virtual world. Moreover, by also expanding the scope of service management from IT services to the more sophisticated holistic enterprise level of digital services, the company aims to strengthen the development of new educational and consulting services that can contribute to customers' businesses.