The Big Picture – Systems of Engagement

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Posted on May 14, 2012 by Don Sheppard Posted as Blogosphere Discussion Bring Your Own Device

I have been interested in what Geoffrey Moore has to say ever since I read Crossing the Chasm.

I was pleasantly surprised to see that he is making news with a whitepaper he wrote last year.  It is called “Systems of Engagement and The future of Enterprise IT – A Sea change in Enterprise IT” and it was developed for AIIM, the information management industry association.  An introduction to his thinking is also available from HP videos.

I suspect that the concept of “systems of engagement,” which complement and supplement the traditional “systems of record” that have been the focus of IT in the past, may be one of the driving forces for the topics we are discussing in blogging idol this year.  One of the key observations is the importance and complexity of content management in this emerging new “consumerized” frontier for IT.  I think the whitepaper basically agrees with some of our conclusions from last week’s BYOD blogs.

If the hypothesis is that a whole new wave of IT is coming at us, then it is reasonable to ask (and believe) that BYOD, Big Data, Cloud Computing and other developments are really underpinnings that we will need in order to realize the future of IT (we used to call this a “paradigm shift” I believe).

Two questions:

  • How many of you believe that Geoffrey Moore is right with his latest thinking?
  • How many of you believe there will be gorilla’s (see Moore’s earlier works) – ie., winners and losers – in the realization of  ”systems of engagement” ?
Don Sheppard Don Sheppard (86 Posts)

I'm a Blogging Idol enthusiast who also does consulting for a living. I began my career as a railway data communications engineer. After working for a bank for 7 years, I took up the consulting challenge and I still find it challenging! I try to keep in touch with a lot of different I&IT topics but I'm usually working in areas that involve service management and procurement. I'm back into ISO standards development - in the area of cloud computing (ISO JTC1/SC38). I'm starting to get more interested in networking history, so I guess I'm starting to look backwards as well as forwards! My homepage is http://www.concon.com


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  • Bruce Stewart

    I think he is far more right than wrong. This is part of what I’ve been calling the transition of IT from emphasizing the “T” of technology (infrastructure, application software packages, etc.) to emphasizing the “I” of information.

    I’m not yet sure this transition is as vendor-friendly (in terms of creating gorillas, etc.) as the “T” period has been. The information revolution is a fundamentally democratizing opportunity that allows for rapid following, faster overleaping, etc. Also, since it is more likely to be concentrated in services than in products, there’ll be less of an install base issue to help support providing the time for gorillas to emerge and consolidate the network effects.

    But in general, Moore is well worth listening to. Thanks for this!

  • Frank Diana

    I think Geoffrey Moore is dead on. His systems of engagement vision is an excellent organizing principle for the innovation-enabled change heading our way. It effectively addresses all aspects of engagement – not just the notion of customer experience. With the speed and agility required by our current and future businesses, the need to inform each interaction, and the notion that systems of record could never get us there – systems of engagement just make sense.