The document discusses achieving IT maturity and success. It defines IT success as IT being a resource for the organization that enables business processes rather than hinders them. It recommends taking basic steps to assign governance, establish management, and build out an IT department. It also provides frameworks for defining IT maturity levels from survival to partnership. Finally, it outlines components of successful IT planning, such as aligning initiatives with organizational goals and budgets.

1. Achieving IT Maturity
From Survival to Success
March 23, 2016
#16NTCitmaturity

2. Johan Hammerstrom
President & CEO
jhammerstrom@communityit.com
@hammerstromj
Matthew Eshleman
CTO
meshleman@communityit.com
@meshleman

3. Housekeeping
• Collaboration notes
http://po.st/itmaturity-16NTC
• CFRE Credits
NFR – 1.5

4. Agenda
• Defining IT Maturity
• Improving IT Maturity
• Planning IT Success

5. Information
= Asset
http://commons.wikimedia.org/wiki/File:Modern_warehouse_with_pallet_rack_storage_system.jpg

6. Agenda
• Defining IT Success
• Achieving IT Success
• Planning IT Success

7. What is
IT success?
Too often defined by failure…
• Data loss
• Applications don’t work
• Systems unavailable
• Frustration
• Lost productivity

8. What is
IT success?
How do you define it?
How have you seen it defined?

9. http://commons.wikimedia.org/wiki/File:Seattle_library_framework_inside.jpg
Power of
Framework

10. Helpful Frameworks
• ITIL (formerly the IT Infrastructure Library)
• Gartner Infrastructure & Operations
Maturity Model

11. ITIL - Services Oriented Approach
definition
An IT service is one or more IT systems that
enable a business process or function.

12. ITIL - Services Oriented Approach
purpose
The role of the IT department is to create value for
the rest of the organization through the
implementation and maintenance of IT services.

13. 0-Survival
1-
Awareness
2-
Committed
3-Proactive
4-Service
Aligned
5-Business
Partnership
Gartner
Infrastructure & Operations MM

14. 0-Survival
1-
Awareness
2-
Committed
3-Proactive
4-Service
Aligned
5-Business
Partnership
Gartner IOMM
Management Capability
BusinessAlignment

15. Quadrant
Management Capability
BusinessAlignment
Managed
Aligned
Disconnected
Unmanaged

16. Quadrant
Managed
Aligned
Create ValueSerendipity
Dysfunction Cost Center
Disconnected
Unmanaged

17. Infrastructure & Operations MM
• Level 0 – Survival
Little to no focus on IT infrastructure and operations.
• Level 1 – Awareness
Realization. Begin to take action.

18. Infrastructure & Operations MM
• Level 2 – Committed
Move to a managed environment. Basic, day to day process.
Basic customer service.
• Level 3 – Proactive
Gain efficiency through standardization, governance, and policy.
Refine process.

19. Infrastructure & Operations MM
• Level 4 – Service Aligned
Aligned with overall business objectives.
Deliver consistent and competitive services.
• Level 5 – Business Partnership
Focused on innovation. Increasing value of entire organization (not just IT
services).

20. 0-Survival
1-
Awareness
2-
Committed
3-Proactive
4-Service
Aligned
5-Business
Partnership
Gartner IOMM
Management Capability
BusinessAlignment

21. Define IT success as…
• IT is a resource for the organization
• IT is an enabler not a hindrance
• Technology builds capacity

22. Agenda
• Defining IT Success
• Achieving IT Success
• Planning IT Success

23. 1) Assign Governance
2) Establish Management
3) Build out IT Department
4) Prioritize needs!
Basic Steps
https://commons.wikimedia.org/wiki/File:Spiral_stairs_Germany.jpg

24. Management
Governance
IT
Department

25. Hold the IT Department accountable for
creating business value for the rest of the
organization through IT services.
Governance

26. Ensure that the IT department creates value
for the rest of the organization through the
implementation and maintenance of IT
services.
Management

27. Management
Governance
Key Relationship

28. • CFO/COO owns their role
• Board makes IT a priority
• Regular meetings & planning
• Reporting & key metrics
Good Governance

29. Good
Governance
How do you define it?
Where have you seen it done
well?

30. IT Governance
cannot
be outsourced

31. • Understands business needs
• Understands value of IT and investments
• Can communicate/advocate value and ROI
• Basic management skills…not necessarily
technical skills
Good Management

32. Changing Nature of IT

34. Good
Management
How do you define it?
Where have you seen it done
well?

35. 4 Roles of IT Department
Resolve Incidents
Fulfill Service Requests
Provide Access
Network Health
Automation
Engineering
Project Mgmt
Change Mgmt
User Adoption
Planning
Business Alignment
Information Systems
IT
Department

36. 4 Roles of IT Department
Help DeskEngineering
PMOCIO
IT
Department

37. Agenda
• Defining IT Success
• Achieving IT Success
• Planning IT Success

38. Org
Strategy
Org Goals for IT IT Goals
Enterprise
Architecture for
IT
IT
Scorecard
Planning Process

39. Business Continuity
Reporting
Compliance
Automation/efficiency
Culture
Ongoing Support
Usability
Mobile Access
Cost
Requirements / Business Needs

40. Planning Framework
• Recognize that IT Is not Monolithic
• IT is not just the IT department

41. Planning Framework
Q1 Q2 Q3 Q4 Total
Run
- Operations
Grow
- Projects
Transform
- New Initiatives

42. Planning Framework
Year 1 Year 2 Year 3 Year 4 Year 5
Run
- Operations
Grow
- Projects
Transform
- New Initiatives

43. Planning
Successful
• Matching IT spend with Org
initiatives
• Budgeting for replacements
• Including IT as part of strategic
planning
Sacrificial
• Program centric budgeting
• Deferring investment in the
name of cost savings
• IT making due

44. Components of a successful plan
• Rolling IT initiatives that are aligned with the
organization’s goals
• Budget to support those goals
• Method to incorporate feedback and course
correct

45. Q&A

46. Please complete survey
Can be found in both the mobile app and on the
website listing
http://po.st/7SKMDU

47. Contact Us
www.communityit.com
jhammerstrom@communityit.com
meshleman@communityit.com