Systems of Engagement

There is a new world of Systems of Engagement emerging atop the Systems of Record. Geoffrey Moore gives a great view here on these systems and the Future of Enterprise IT.

Systems of Engagement is a new generation of IT systems. They are designed and built for expectations that their end-users will have – expectations from their “consumerist” world of apps, devices, hassle-free interactions and interesting combinatorial features. Systems of Engagement are designed for real-time collaboration and empowering end-users across a variety of devices. They deliver a context rich interactive experience and are built on the technologies of mobile devices, advanced data analytics, social media integration and cloud computing platform services (MASC).

Systems of Engagement add a layer of consumer effectiveness on top of the technological rigour, robustness and efficiencies of the traditional established Systems of Record. Gartner also see this emergence and further delineate them into Systems of Differentiation and Innovation. The application architecture of these systems are greatly influenced by the many dimensions of MASC.

Systems of Engagement –
  • Designed for real-time collaboration and empowering end-users
  • Built for integration in new business value chains
  • Delivers a context-rich interaction to devices that individuals use
  • Exploits the technologies of Mobile, Analytics, Social and Cloud
Systems of Record – 
  • Designed for enabling enterprise efficiency
  • Built for core business data and auditable reference points
  • Delivers cost, quality and contractual commitments
  • Exploits auditable transaction processing and stores single source of truth
Omni-channel behaviour is now being seen in Retail customers and expanding into other industries. A suitable application, integration and infrastructure architecture for these Systems of Engagements is necessary to support this rising behaviour. The complexity of system integration is therefore increasing as the plethora of technologies available increases, many often not matured, or pioneered by the leading edge digital companies such as Facebook, Twitter, Google, and Foursquare.

About Jeremy Caine

IBM Executive Architect and Client Technical Advisor to UK and Ireland Retail Banking Sector clients. Providing technology strategy leadership and architectural direction. Advocate of business model innovation, ecosystems, platform architecture, disruptive technologies and the digital economy. Experienced in sales and delivery of business transformation and complex system integration IT programmes. Client technical advisor for strategic enterprise growth. Industry experience in Financial Services (banking, insurance, investments), Public Sector, and Distribution. UK Chartered Engineer and Member of the Institute of Engineering and Technology. The Open Group Distinguished Certified IT Architect. Industry Expert to Advisory Board of the New Economic Models of the Digital Economy.


  1. Pingback: Systems of Engagement: So What ? | MarkBrockbank

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