Iasa Jan 2015 PITY Performance IT Anxiety

Gar.MacCriosta@gmail.com
@aspiringarc
Are you
tired of
PITY?

Conquering PITY - Dealing with Performance IT anxietY
Using IT Assessments

Agenda: Conquering PITY – Performance IT anxietY
•  Know which assessment
is right for you
•  Learn about JTBD
•  Understand where ITCMF
help
IT Assessors, IT Assesseess
Interested Parties&
FACILITATOR & GUIDES:
manage the process & help
Have fun doing it!
Everyone participates no-one dominates
No invalidation if you have a different
idea share it
Don’t be afraid
Be active & alert
1.  Mick Callan Intro
2.  GMC Intro
3.  Review the agenda
4.  Conquering PITY
5.  Quick Poll
6.  Meet the characters
7.  JTBD
8.  WORKSHOP 1
9.  IT Assessments Overview
10.  ITCMF Primer & HowTo
11.  WORKSHOP 2
12.  Q&A / Close

Over the past 4 years I’ve been watching patterns emerge
River,
clouds,
boat,
me

everywhere I look organizations are grappling with
Complexity
Confusion
Complicatedness

“The Real Battle is
against
ourselves against
our complicatedness”
Yves Morieux

Organizations dealing with this often turn to an IT Assessment
Hmm
IT
Assessment

is
the
way
to
go?
We’ll
see

the conversation started like this
Yes
of
course….
but
what

job
are
you
trying
to
do?

Can
we
meet
Tuesday
to

discuss
the
‘job’
further?

Job

-‐
what
does

he
mean
job?

Hi
do
you
do

IT
Assessments?

“All things truly
wicked start from
innocence.”
Ernest Hemingway

On the one hand I was really excited to get to work with this company

On the other hand… I had bitter memories

I’ve seen orphaned assessments, cast away unloved
HOME FOR OLD ASSESSMENTS

I was scarred by this experience

I resolved never to let this happen again

There was no way I was going to leave YADD*
*Yet Another Dusty Document’

I also did not want to cause a Assessment related accident

Or induce another powerpoint related coma
Please I beg you
no more!

Suffering from PITY
Performance IT anxietY
anxious, confused, scared
??
? ?
CALL

0800
4ASSESS

NOW!!!

QUICK POLL
1.  How
many
people
are
thinking
about
doing
an
assessment
in
the

next
3
months?

2.  How
many
know
what
kind
of
assessment
they
will
undertake?

3.  How
many
people
know
the
outcomes
they
want
to
achieve
from

the
assessment?

I expect
•  hi-quality
•  cost-effective
IT Services

THE BUSINESS EXPECTS

e2e digitization
experience is everything
THE INFLUENCERS

revenue generation
shared services
optimize biz process
customer experience
digitize e2e
oversee operations
THE GOALS

some background … the Future of the CIO
Peter Weill
MIT CISR
Chair &
Snr Research Scientist
Stephanie Woerner
MIT CISR
Research Scientist
Jeanne Ross
MIT CISR
Director &
Principal Research Scientist
http://cisr.mit.edu/locker/WeillWoernerMISQE2013FutureofCIO.pdf
http://cisr.mit.edu/blog/documents/2012/08/16/2012_0801_customer-facingdigitization_woernermcdonaldweill.pdf/

Joe
‘order-taker’
John
‘facilitator’
Tony
‘optimizer’
Angela
‘experience-shaper’
1508 CIOs - 60 Countries
44% 36% 10% 10%
let’s meet the characters

‘Joe’
IT Services (Order Taker) CIO
Managing IT Organization
INFRA | APPS | PROJECTS
Concerns: Cost, Risk, Service levels
44%
Performance Measure
Mixed overall performance
Lower return on equity
Increase sales from existing products
Increase price competition
& impact on proﬁtability

‘John’
Embedded (Facilitator) CIO
Business Strategy
INFRA | APPS | PROJECTS
Concerns: Non-IT focused
process optimization, new product/service dev
reg. compliance, risk, investment prioritization
36%
Performance Measure
Better ROIC

‘Tony’
Enterprise Process (Optimizer) CIO
External focus, customer oriented
CUSTOMERS | SUPPLIERS | USERS | EMPLOYEES | GOVERNMENT
Concerns: Relationship management, alignment
Performance Measure
Proﬁtability (net margin %)10%

‘Angela’
External Customer (Experience-shaper) CIO
External focus, customer oriented
CUSTOMERS | SUPPLIERS | USERS | EMPLOYEES | GOVERNMENT
Concerns: Shaping services, creating experience, vertical integration
Performance Measure
Innovation
(sales from new products / 3 years)10%

JTBD
Adapted from https://medium.com/the-job-to-be-done/replacing-the-user-story-with-the-job-story-af7cdee10c27 Alan Klement

“People don’t want to buy a
quarter-inch drill.
They want a quarter-inch
hole!”
Theodore Levitt

PEOPLE HIRE
PRODUCTS & SERVICES
TO DO JOBS
FOR US

IMPORTANCE
OF
JTBD

SATISFACTION
WITH
GETTING JOB DONE

UNMET NEEDS
=
SWEET
SPOT

JOBS REMAIN VALID OVER TIME.
WHAT CHANGES IS THE SOLUTION PEOPLE
USE TO GET IT DONE
⇒ THE PRODUCT/SERVICE
DOES NOT CREATE THE JOB

JOB STORIES
WHEN_________________

I
WANT
TO
_________________
SO
I
CAN_________________

SITUATION/CONTEXT
MOTIVATION/FORCE
EXPECTED
OUTCOME

For example:
When I’m starting a new IT strategy, I want to know how good my IT organization is, so I can plug
the holes .
When all of my money is tied up in ‘Run the business’, I want the board to approve a bigger budget
so I can invest more in transformation initiative.
When my job is under threat, I want to show how good I am, so that I don’t have to go look for a
new one.

JTBD IT ASSESSMENT
When I’m starting a new IT strategy, I want to know how good my IT organization is, so I can plug the holes .
When I start in a new organization, I want to know what I’ve inherited, so that I can begin to plan.
When I’m looking to the future, I want to know if I have the right mix of people, so that I can train, hire o ﬁre
When I’m about to undertake a major initiative, I want to know if we have the ability to deliver, so that I can set expectations.
When I don’t know where the money is going, I want to ﬁnd the money sucking pits, so that I can
When I get asked why I need more money, I want to be able
When I need more budget, I want to show how good we are to the c-suite
When I don’t get listened to, I want to get a seat & a voice at the big boy table, so that I can educate the c-suite
When the CFO is cost-cutting and looking at alternate sourcing, I want to show what value for money we are, so that I can retain control
When no-one knows how things work and I have to rely on key people, I want standardise and normalise the process, so that I can get control
When I need to know what’s under my management, I want data on all of my assets (licencing, usage, lifecycle) so that I can manage my portfolio
When I’m asked to “tighten my belt”, I want to know where I can save money, so that I can put a cost-cutting plan together
When I want to show off how good we are, I want to compare against peers and others in the indsutry, so that I can showcase
When I don’t get enough money to do what I know we need to do, I want to show the CFO that he’s under investing, so that I can justify a larger investment
When I’m about to acquire or merge with another organization, I want to know what I’m buying or merging with, so that I’m not surprised
When I need a stick to beat the CIO with, I want some to show what a terrible job they are doing, so that I can lever them out

IMPORTANCE
OF
JTBD

SATISFACTION
WITH
GETTING JOB DONE

UNDER SERVED

OVER SERVED

“It isn't that they can't see
the solution. It is that they
can't see the problem.!”
Gilbert Chesterton

WORKSHOP 1
1.  Break
into
pairs
(someone
you
don’t
work
with)
&
introduce

yourself?

-‐1
minute

2.  Get
a
coﬀee
or
tea
–
3
minute

3.  Review
a
JTBD
interview

4.  Spend
10
minutes
(each)
conducfng
a
JTBD
interview

5.  Capture
as
many
JTBD
as
you
can
and
post
them

6.  Map
the
jobs
to
the
characters

THE LAST TIME
1.  When
did
you
last
buy
an
assessment?

2.  Where
were
you?

3.  What
fme
of
year
was
it?

4.  What
was
the
weather
like?

5.  Was
anyone
else
with
you
when
you
decided?

6.  How
did
you
purchase
the
assessment?

7.  Did
you
buy
anything
at
the
same
fme?

FINDING THE FIRST THOUGHT
1.  When
did
you
ﬁrst
realize
you
[needed
something
to
solve
your

problem]?

2.  Where
were
you?

3.  Were
you
with
someone?

4.  What
were
you
doing,
or
trying
to
do
when
this
happened?

BUILDING THE CONSIDERATION SET
1.  Tell
me
about
how
you
looked
for
a
product
to
solve
your

problem.

2.  What
kind
of
solufons
did
you
try?
Or
not
try?
Why
or
why
not?

BE CURIOUS ABOUT EMOTION
1.  Did
you
ask
anyone
else
about
what
they
though
about
the
you

were
about
to
make?

2.  What
was
the
conversafon
like
when
you
talked
about

purchasing
the
product
with
your
<boss/spouse/friend/peers>?

3.  Before
you
purchased
did
you
imagine
what
using
the
product

would
be
like?
Where
were
you
when
you
were
thinking
this?

4.  Did
you
have
any
anxiety
about
the
purchase?
Did
you
hear

something
about
the
product
that
made
you
nervous?
What

was
it?
Why
did
it
make
you
nervous?

IT ASSESSMENTS
BUSINESS
CAPABILITY
IT
CAPABILITY
IT
PROCESS

AUDIT,
STANDARDS
&

CONFORMANCE

ANALYST/
BENCHMARK

COMPETENCE

NEXT
TIME
J

•  Governance
ISO
38500

•  Project
management
ISO
21500:2012

•  Service
management
ISO
20000

•  Informafon
security
management
ISO
27000

•  Risk
management
ISO
31000

•  Records
management
ISO
15489

•  Systems
and
sosware
engineering:
applicafon
management,
sosware

life-‐cycle
processes,
system
life-‐cycle
processes,
architecture

descripfon
ISO
15504

•  Business
confnuity
and
disaster
recovery
ISO
22301

•  Energy
eﬃciency

ISO/IEC
JTC
1/SC
39

•  Quality
ISO
9000

Sosware

Process

Improvement
and

Capability

Determinafon

Managing IT Like a
Business
Managing the
IT Budget
Managing the
IT Capability
Managing IT for
Business Value
ITG IT Leadership & Governance FF Funding & Financing EAM Enterprise Architecture
Management TCO Total Cost of Ownership
BPM Business Process
Management BGM Budget Management TIM Technical Infrastructure
Management BAR Benefits Assessment &
Realization
BP Business Planning PPP Portfolio Planning & Prioritization PAM People Asset Management PM Portfolio Management
SP Strategic Planning BOP Budget Oversight & Performance
Analysis KAM Knowledge Asset Management
DSM Demand & Supply
Management RAM Relationship Asset
Management
CFP Capacity Forecasting &
Planning RDE Research, Development, &
Engineering
RM Risk Management SD Solutions Delivery
AA Accounting & Allocation SRP Service Provisioning
ODP Organization Design &
Planning UTM User Training Management
SRC Sourcing UED User Experience Design
IM Innovation Management PPM Program & Project
Management
SAI Service Analytics &
Intelligence SUM Supplier Management
SICT Sustainable ICT CAM Capability Assessment &
Management
EIM Enterprise Information
Management
Each critical capability
has five levels of
maturity:

hvp://www.ecfassessment.org/en/3/e-‐cf

WORKSHOP 2
1.  Form
groups
of
5-‐7
(someone
you
don’t
work
with)
&
introduce

yourself?

-‐1
minute

2.  Get
a
coﬀee
or
tea
–
3
minute

3.  Discuss
&
map
JTBD
to
Assessments
–
10
minute

4.  Capture
how
they
link

capability + targeted maturity = value
“A guide for Smart Architects”

I was basking in the glory of
a major project success

I met some serious people
they told me I needed to grow up

They explained that lot’s of people were sick

the illness was good at hiding itself,
people were affected in many different ways

I started to wonder, was I sick?

most patients self-diagnose…

I knew self-medication
was the most common approach

I tried some mainstream options

I tried some alternative therapies

All my vendors tell me cloud is the answer…

but what if I don’t know what the question is?

I decided that more invasive procedures were needed
BPO

but nothing worked, what should I do?

I realized that my efforts were in vain

I knew I needed a real diagnosis
Step 1 - Diagnosis

On a leafy campus in Kildare
a team was working to crack the IT genome

Their goal…
to change the way IT is managed

Managing IT Like a
Business
Managing the
IT Budget
Managing the
IT Capability
Managing IT for
Business Value
Realization
DSM Demand & Supply
Management
Engineering
Management
Management
ManagementIncreasing maturity improves IT’s
ability to deliver on key business priorities
has five levels of
maturity:
What is IT-CMF?

Step 2 – Get assessed
so I got checked out

they gave me a full health scan

Step 3 – Go Deeper
they needed to go deeper

I feared for what I would find

…and I found
Management

“Did you ever stop to think,
and forget to start again?”
A.A. Milne

But I didn’t know
where to start

THE QUESTION?
what was I trying to be when I grew up?

If I could be anyone who would I be?

What’s my DNA?
Source:
Osterwalder,
Pigneur
Business
Model
Generafon

INTEGRATED

STANDARDISED

UNIFIED

REPLICATED

COORDINATED

Business Process Standardization

BusinessProcessIntegration

Source:
Ross,
Weill,
Robertson,
Enterprise
Architecture
as
Strategy:
Crea4ng
a
Founda4on
for
Business
Execu4on

DIVERSIFIED

Where should I focus?

Now I am ready for any challenge!

but there
will always
be pe0ple

So I wondered where else
would this help me?
?

pre-habilitation
"Please consult a physician before conducting this
or any other exercise program."

I want to get off the
vicious merry-go-round
BAR
PPP
FF
EAM
TIM
SD
SRP
PM

I want to outsource?
EAMFFPPP SUM

Mergers & Acquisitions
EAM PPP

I want to be in the cloud?
EAM

I want to be agile?
EAM
BARUED
SD

I want to innovate?
UED
SD
RDE

I want to be digital?
CAM UED
SD
RDE
EAM

Managing IT Like a
Business
Managing the
IT Budget
Managing the
IT Capability
Managing IT for
Business Value
Realization
DSM Demand & Supply
Management
Engineering
Management
Management
Management
has five levels of
maturity:
ITCMF helped me understand

Now I target therapies to remediate problems
SD

BPM

ITG

Priority
1

IT
Leadership
&
Governance

Business
Process
Management

Solu=on
Delivery

PPM

EIM

KAM

Priority
2

UTM

ODP

IM

FF

Organisa=onal
Design
&
Planning

Enterprise
Informa=on
Management

Innova=on
Management

Program
&
Project
Management

Knowledge
Asset
Management

User
Training
Management

Funding
&
Finance

Capacity
Forecas=ng
&
Planning
CFP

Importance

Maturity
Gap

“If I have the belief that I
can do it,
Capability + Maturity = Value
I shall surely
acquire the capacity to do
it
even if I may not
have it at the beginning.”

IT-CMF is an industry standard framework to
measure and improve IT maturity
Non-profit, open innovation consortium with membership from leading industry IT end-
users, vendors, consulting firms, government, non-profit and academic organizations
www.ivi.ie

•  tested with 300+ CIOs

•  holistic view of maturity
•  helps CIOs and senior IT decision-
makers
•  industry benchmark & trends
•  provides a holistic view of maturity
•  85+ organizations worldwide

“To 'choose' dogma and faith over doubt
and experience is to throw out the
ripening vintage and to reach greedily
for the Kool-Aid.”
Christopher Hitchens

Anti-Pattern: Prediction Predilection
Our predilection for prediction and the certainty of uncertainty
Based on
those
assumptions
Of course

“The idea that the
future is unpredictable
is undermined every
day by the ease with
which the past is
explained.” Daniel Kahneman

Anti-Pattern: Beware Consultants Bearing Assessments
& Ready-made Remedies
What the…

contact me – gar.maccriosta@gmail.com
follow me - @aspiringarc
link me in - http://ie.linkedin.com/in/garmaccriosta
find out more – www.ivi.ie

Iasa Jan 2015 PITY Performance IT Anxiety

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to Iasa Jan 2015 PITY Performance IT Anxiety

Similar to Iasa Jan 2015 PITY Performance IT Anxiety (20)

More from Gar Mac Críosta

More from Gar Mac Críosta (20)

Recently uploaded

Recently uploaded (20)

Iasa Jan 2015 PITY Performance IT Anxiety