Technology vs Solution

Abstract

This chapter will be useful for anyone who thinks that new technology is the answer to their service or operating model problems. We explore how technology has become a shorthand for products or services, and why business and technologists alike have subscribed to this view. We present the arguments for why this is a costly way of papering over problems in operating models or services, how adding technology to a complex organisation or process can reduce efficiency and service levels, and why a solution focus can help organisations avoid falling into this trap.