CIO’s are leading the transformation of their IT organizations to play a more critical business driver role across the enterprise. Effective leaders are reaching outside the traditional IT role of control, integration and automation of legacy systems and positioning IT as innovators of technology and business change. Pete will focus his experience, insights and thought leadership around preparing IT service and support professionals for this ‘disruptive’ change.
As we prepare to plan, implement and support the many aspects of technology and business change, we must throw out the old checklist and project plans. It is critical to focus on the possibilities and opportunities to positively impact the customer experience and productivity. Regardless of the type of change, the health and competitiveness of your business will depend on both the minimal negative impact and the taking advantage of the ‘art of possibility and opportunity’.
Learn about critical IT Service Management challenges and engage with featured Gartner Analyst, Jarod Greene, and FrontRange Director of Product Marketing, Craig Ledo. Walk away with actionable advice that will enable you to maximize efficiencies with reduced cost and complexity.
This webinar takes an in-depth look at the evolution of IT Service Management (ITSM), current trends and where the technology is going. Hear how flexible deployment options (on-premise, cloud or hybrid - combining on-premise and cloud) and the need for a single solution that meets your needs at every level of ITSM maturity is critical to helping your organization maximize operational efficiencies, reduce IT Costs and improve service quality and compliance.
Watch the full webinar: http://www.brighttalk.com/webcast/8533/57723
Learn about critical IT Service Management challenges and engage with featured Gartner Analyst, Jarod Greene, and FrontRange Director of Product Marketing, Craig Ledo. Walk away with actionable advice that will enable you to maximize efficiencies with reduced cost and complexity.
This webinar takes an in-depth look at the evolution of IT Service Management (ITSM), current trends and where the technology is going. Hear how flexible deployment options (on-premise, cloud or hybrid - combining on-premise and cloud) and the need for a single solution that meets your needs at every level of ITSM maturity is critical to helping your organization maximize operational efficiencies, reduce IT Costs and improve service quality and compliance.
Watch the full webinar: http://www.brighttalk.com/webcast/8533/57723
Business Intelligence (BI) For Manufacturing - A White PaperDhiren Gala
Business Intelligence (BI) For Manufacturing - A White Paper. With increasing competition and ever more demanding customers, manufacturing is never easy. Use of BI can significantly improve both the performance and power of manufacturing reporting.
ASL BiSL Foundation (formerly ASL Foundation) has managed ASL and BiSL’s key ideas for several years, and is now developing them further. In doing so, it is seeking to bring business and IT closer together. The supply of information – perhaps by its very nature – needs to take place via an integrated chain.
Introduccion a SQL Server Master Data ServicesEduardo Castro
En esta presentación hacemos una introducción a SQL Server 2008 R2 Master Data Services.
Saludos,
Ing. Eduardo Castro Martínez, PhD – Microsoft SQL Server MVP
http://mswindowscr.org
http://comunidadwindows.org
Costa Rica
Technorati Tags: SQL Server
LiveJournal Tags: SQL Server
del.icio.us Tags: SQL Server
http://ecastrom.blogspot.com
http://ecastrom.wordpress.com
http://ecastrom.spaces.live.com
http://universosql.blogspot.com
http://todosobresql.blogspot.com
http://todosobresqlserver.wordpress.com
http://mswindowscr.org/blogs/sql/default.aspx
http://citicr.org/blogs/noticias/default.aspx
http://sqlserverpedia.blogspot.com/
As information flows more freely in the business world, decisions need to be made quicker and based on sturdier data. The analytical capability that was once reserved for large enterprises has now permeated the world of Small to Medium Businesses (SMBs) and provided a solid foundation of visibility into what really matters to these companies.
How to implement measurements to drive valueOMNINET USA
Slides belonging to a BrighTalk presentation given by David Smith, president of Micromation.
How to Implement Measurements to drive value
Improve the "Business of IT" by using a measurement framework and metrics that matter most.
Metrics are important to management. What's not measured cannot be managed. But what should be measured, why and how?
If you're experiencing any of these symptoms, then this session is for you:
• not sure what to measure
• not sure how to measure
• IT metrics don't seem to support business goals
• too busy fighting fires to become more proactive
• measure too many things already
• business/IT goals not measured
• priorities focus on noise vs. what's important
• customer complaints drive improvements
• efficiency, effectiveness, quality not well understood
• reduced visibility resulting in loss of control
• not sure who needs what level of detail
Learning Objectives:
Metrics validate your IT strategy and vision; provide direction with targets and metrics; justify changes with a means to gauge value-realized; signal when to intervene with corrective actions.
Hear case studies and examples that help you improve alignment, meet compliance and drive service excellence.
Learn the secrets of how measurement frameworks works and take away a roadmap with actionable steps. Let's get IT started.
Gartner Symposium 2014 - Executive Summary Report Paul Woudstra
The world’s most important gathering of CIOs and senior IT executives, Gartner Symposium/ITxpo 2014 in Barcelona, Spain, had unprecedented demand this year and was one of most talked about and exciting conferences in its history. This conference is committed to guiding attendees on a
journey toward achieving success in the digital world.
This Executive Summary Report focuses on event highlights and t he three major crosscutting
themes that helped shape the Gartner Symposium/ITxpo 2014 CIO Program agenda. Together, they offered attendees a clear path to digital empowerment and new ideas to help them lead and grow within their organizations.
Business Intelligence (BI) For Manufacturing - A White PaperDhiren Gala
Business Intelligence (BI) For Manufacturing - A White Paper. With increasing competition and ever more demanding customers, manufacturing is never easy. Use of BI can significantly improve both the performance and power of manufacturing reporting.
ASL BiSL Foundation (formerly ASL Foundation) has managed ASL and BiSL’s key ideas for several years, and is now developing them further. In doing so, it is seeking to bring business and IT closer together. The supply of information – perhaps by its very nature – needs to take place via an integrated chain.
Introduccion a SQL Server Master Data ServicesEduardo Castro
En esta presentación hacemos una introducción a SQL Server 2008 R2 Master Data Services.
Saludos,
Ing. Eduardo Castro Martínez, PhD – Microsoft SQL Server MVP
http://mswindowscr.org
http://comunidadwindows.org
Costa Rica
Technorati Tags: SQL Server
LiveJournal Tags: SQL Server
del.icio.us Tags: SQL Server
http://ecastrom.blogspot.com
http://ecastrom.wordpress.com
http://ecastrom.spaces.live.com
http://universosql.blogspot.com
http://todosobresql.blogspot.com
http://todosobresqlserver.wordpress.com
http://mswindowscr.org/blogs/sql/default.aspx
http://citicr.org/blogs/noticias/default.aspx
http://sqlserverpedia.blogspot.com/
As information flows more freely in the business world, decisions need to be made quicker and based on sturdier data. The analytical capability that was once reserved for large enterprises has now permeated the world of Small to Medium Businesses (SMBs) and provided a solid foundation of visibility into what really matters to these companies.
How to implement measurements to drive valueOMNINET USA
Slides belonging to a BrighTalk presentation given by David Smith, president of Micromation.
How to Implement Measurements to drive value
Improve the "Business of IT" by using a measurement framework and metrics that matter most.
Metrics are important to management. What's not measured cannot be managed. But what should be measured, why and how?
If you're experiencing any of these symptoms, then this session is for you:
• not sure what to measure
• not sure how to measure
• IT metrics don't seem to support business goals
• too busy fighting fires to become more proactive
• measure too many things already
• business/IT goals not measured
• priorities focus on noise vs. what's important
• customer complaints drive improvements
• efficiency, effectiveness, quality not well understood
• reduced visibility resulting in loss of control
• not sure who needs what level of detail
Learning Objectives:
Metrics validate your IT strategy and vision; provide direction with targets and metrics; justify changes with a means to gauge value-realized; signal when to intervene with corrective actions.
Hear case studies and examples that help you improve alignment, meet compliance and drive service excellence.
Learn the secrets of how measurement frameworks works and take away a roadmap with actionable steps. Let's get IT started.
Gartner Symposium 2014 - Executive Summary Report Paul Woudstra
The world’s most important gathering of CIOs and senior IT executives, Gartner Symposium/ITxpo 2014 in Barcelona, Spain, had unprecedented demand this year and was one of most talked about and exciting conferences in its history. This conference is committed to guiding attendees on a
journey toward achieving success in the digital world.
This Executive Summary Report focuses on event highlights and t he three major crosscutting
themes that helped shape the Gartner Symposium/ITxpo 2014 CIO Program agenda. Together, they offered attendees a clear path to digital empowerment and new ideas to help them lead and grow within their organizations.
Vital Trends in Digital Experience and Transformation in 2016 | Dreamforce 20...Dion Hinchcliffe
Here's the deck I presented at the Emerging Tech Trends track at the Hilton Union Square at Dreamforce 2016 last week. Updates on trends from last year and new trends both are included. A thorough list of what your organization should be considering from both a technology standpoint and as a business.
Learn the key success factors that banks must address to differentiate mobile offerings and provide industry-leading capabilities that drive customer satisfaction.
Learn how to:
Navigate the diverse digital payments “ecosystem”
Support customer loyalty and retention
Gain valuable customer insights from mobile data
Achieve symmetry with other mobile trends
Leverage core legacy technology investments
Demonstrate return on investment
ITM Platform - Company and Product Overview v jun2012 en 1.0ITM Platform
ITM Platform is the core concept holding four products (and others to come)
1) Project Management: Advanced, collaborative and easy-to-use
2) Program Management: Strategic planning and business alignment
3) Global IT Management: the solution covering 80% of IT processes
4) Corporate Portfolio: Business analysis on multiple instances
This is a sample Internet marketing campaign for the University of Colorado's distance-delivered graduate programs including the Lockheed Martin Engineering Management Program and the Interdisciplinary Telecom program, among others. The campaign duration was June 2011-June 2012 and was led by Rebecca Moss(Cooney) and Marcie Gorman-Smith.
As information evolvesin time into knowledge, so your organization needs with it. We offer a suitable and effective solution for each phase of your growthpath.
Why Should Consultants and Systems Integrators Become Certified Information P...John Mancini
How can AIIM's Certified Information Professional program help make your organization more effective? How can you use it to differentiate your firm in a very crowded IT solutions marketplace?
BDPA St. Louis chapter focused their September 2010 program meeting on “The Future of Outsourcing”. This was a very informative topic presented by Mr. Nash Anwar.
Focus is on understanding Information Professionals and how they connect with solution providers.
This was presented at the Document Management Solution Providers Executive Forum (http://www.aiim.org/dmspef).
The success of implementing technology and dealing business changes across the enterprise has never been more critical to a company’s market relevance, financial growth and employee productivity. As companies grow in either size, service and product offerings or complexity, the increased demand to deliver consistent high quality support becomes more and more challenging. Knowledge Management (KM) has the power to transform the way services are delivered and experienced by both the valued customer and the productive employee as business is conducted on a daily basis. Organizations continuing to struggle with measuring sustainable business benefits from implementing technology and business change will benefit greatly from the industry lessons learned from successful KM implementations. Peter McGarahan, a support industry analyst and expert, will share his experiences and thought leadership on successfully implementing KM to support and enable technology and business change across the enterprise. Peter will provide lessons learned and recommended practices from his Service Delivery and Knowledge Management (KM) consulting experience that will change your perspective on how to do Knowledge right! Attendees will gain valuable insights into the following aspects of the topic:
• How Service leaders can best position and leverage knowledge for any technology and business change
• How to best approach planning for your next enterprise technology and business rollout with the end-result in mind
• Assessing your organizational maturity, identifying and addressing the gaps in performance to deliver a consistently better customer experience for customers and employees
• Introducing Knowledge-Centered Support (KCS) best practices into your service and support environment to address resolving issues, answering questions and fulfilling requests
Coping and Leading the Change Rapid and breathtaking technology advances are forcing radical changes in how IT delivers serviced, the Service Desk supports these services and the business utilizes these services. "If you don't like change, you'll like irrelevance even less" stated four-star US General (Ret.) Eric Shineski reflecting on the consequences of not embracing change. This session explores the impact of rapidly changing technology and business trends on the Service Desk strategy, structure, services, processes, tools and most importantly – the Service Desk professionals. In coping with this accelerated change, Service Desk leaders must take action now. McGarahan will share lessons learned from Service Desks who are incorporating practices in supporting mobility, social knowledge, multi-generational and cultural customers, virtual and cloud computing and the change in service level expectations. Please join Peter McGarahan he relates insights into:
• The urgent and undeniable need for Service Desk leaders to assess their current strategy, structure, services and skills against the current realities of business and technology advances.
• Recent game-changing developments, including virtual and cloud computing (hosted services and software solutions) mobile computing, strategic sourcing, and remote / virtual workers.
• The resulting impact in designing services with the customer top-of-mind, delivering resolution closest to the customer and knowledge at the ‘speed of conversation’ by integrating best practices with the tools, people, and existing processes.
You Answer It, You Own It
Before you can successfully implement TCO, you will need all stakeholders—especially the service desk and assignment groups— to commit to building relationships with each other and with customers. As discussed earlier, the service desk and assignment groups must keep the customer in mind when they’re designing the integrated incident management and request management process TCO requires. To provide a customer-validated resolution
and fulfillment, the service desk and all assignment groups must work together seamlessly and transparently on successfully completing all activities/tasks related to the process (per the RACI matrix), ensuring that all relevant information is collected during the first customer contact, setting the customer’s expectation, and providing regular status updates.
Rapid, breathtaking technology advances are forcing radical changes not only in how IT organizations function, but also in terms of their culture, leadership, and even careers. Combined with business, social and global trends, as well as technology investing (spending), IT organizations must accelerate their organizational change plans in order to survive and thrive. They must assess and plan for complete transformation – strategy, structure, people, processes, and tools. Are we preparing our IT professionals to plan for and make these changes? Are we helping them position themselves and their organizations for success in this dynamically evolving world? This keynote address, delivered by IT industry thought leader Peter McGarahan of McGarahan & Associates (www.mcgarahan.com), will explore the impact of rapidly changing IT and business trends on traditional IT careers, positions, and skill sets. The wake-up call he will deliver comes from four-star US General (Ret.) Eric Shineski: "If you don\'t like change, you\'ll like irrelevance even less." From there, McGarahan will discuss:
• The urgent and undeniable need for IT professionals to examine their skill
sets today against those required tomorrow;
• The significance of industry and business changes as they radically impact
IT organizations, cultures, professionals, and careers over the next five years; and
• Recent game-changing developments, including cloud computing (hosted services
and software solutions), the virtual desktop, mobile computing, IT sourcing, and
remote / virtual workers.
McGarahan’s call to action for IT Leaders is direct and powerful: “As IT leaders, we must coach our IT professionals out of and beyond their comfort zone, raise the bar on their expected ingenuity and vision to meet future challenges, and establish a sense of urgency in them. We must help them reevaluate and retool themselves for the limitless opportunities and possibilities in front of them to deliver business value, competitive advantage, and customer loyalty.”
“Arise, ye service leader! The time is now!”
In the last issue of SupportWorld, Peter J. McGarahan
exhorted support center executives to embrace service
leadership. Service leadership, he argues, comes
down to leadership, customer advocacy, business
savvy, a “get it done” attitude, and an ambassadorial
spirit. In this article, he focuses on the role of the
service leader on the help desk, with specific
guidance relating to delegating, reporting, marketing,
trategizing, and training.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
The key differences between the MDR and IVDR in the EUAllensmith572606
In the European Union (EU), two significant regulations have been introduced to enhance the safety and effectiveness of medical devices – the In Vitro Diagnostic Regulation (IVDR) and the Medical Device Regulation (MDR).
https://mavenprofserv.com/comparison-and-highlighting-of-the-key-differences-between-the-mdr-and-ivdr-in-the-eu/
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
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1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
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Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
The CIO Agenda: Proactively Managing Business and Technology Change to Maximize Business Results
1. 6th Annual
Excellence In Service The CIO Agenda:
Management Proactively Managing
Business and Technology
The Premier IT Service Change to Maximize
Management Event on Business Results
the West Coast
Peter McGarahan
President / Founder
McGarahan & Associates
2. About The Speaker
• 12 years with PepsiCo/Taco Bell IT and Business Planning
• Managed the Service Desk and all of the IT Infrastructure
for 4500 restaurants, 8 zone offices, field managers and
Corporate office
• 2 years as a Product Manager for Vantive
• Executive Director for HDI
• 6 years with STI Knowledge/Help Desk 2000
• Founder, McGarahan & Associates (8 years)
• McGarahan & Associates delivers service and support best
practice consulting delivered through assessment /
findings / recommendations / continuous improvement
roadmap.
• Retired Chairman, IT Infrastructure Management
2
4. Relevant Research
By 2015, Gartner
estimates tablet unit Forrester ’s 2012
sales will be 326 million, estimate for global
and smartphone unit IT spend growth was
sales will be one billion. recently halved to
Tablet sales by 2015 are 5.5% growth. **
likely to roughly parallel
PC sales.
According to data
Gartner published in
June, 2011 – there were Gartner research
5 billion mobile devices predicted Tablet
(1.2 billion smartphones sales would reach
*) in use worldwide in 54.8 million units in
2010 and that number is 2011, with projected
expected to exceed 6.7 sales of 214 million
billion by 2015. by 2014.
* Equal to the installed base of all computers-desktops, laptops, notebooks and tablets (including iPad)
** spend 3.7% of company revenues on overall IT spending and 2.6% on IT spending to
maintain and operate the organization systems, and equipment (aka MOOSE). 4
5. Maturity Matters
Level 5 Respect
Level 4 Trust IT Mgmt. Toolbox
• Governance
IT Mgmt. Toolbox
Level 3 Acceptance • Shared Services
• Funding Models
• Portfolio Mgmt.
IT Mgmt. Toolbox • Architecture
• Coordination
• Project Office
Level 2 Skepticism • Service Portfolio • Resource Mgmt.
• Finance
• Skill Assessment • Career Pathing
IT Mgmt. Toolbox • Relationship & • Process Design
• Program Mgmt.
• Communication Project Mgmt. • Competencies
Level 1 Uncertainty • Workplace
• Consistency • Outsourcing • Culture
Innovation
• Reliability • Service Recovery • Measurement
IT Mgmt. Toolbox • Strategic Sourcing
Perception Points
Gartner IS • Budgets
• Operations
• Performance
• Recruitment
• Staff Development.
Perception Points • Leadership
• Succession
Perception Points
Maturity Model • Staffing Perception Points • Competency • Relationship
Mgmt.
• Alliances
Perception Points • Information • Business Savvy • Partnerships
• Problem Mgmt. • SLAs • Sourcing
• Response • Consultation
• Policies • Priorities • Service Pricing
• Reliability • Innovation
CMMI Maturity
Model
HDI Maturity Reactive Model Proactive Model Customer / Business-Centric Model
Model
5
6. A Business Perspective
In tough economic conditions, the focus must be on YOUR customer....
Business Value is created by
satisfied, loyal, engaged and
productive employees.
Employee satisfaction, in turn,
results primarily from high-
quality support services and
policies that enable employees
to deliver results to customers
and business value to the
organization.
The Service-Profit chain establishes the interconnected relationships among internal service
quality; employee satisfaction, retention and loyalty; service value; customer satisfaction
and loyalty; revenue growth; and productivity.
6
7. Technologies / Funding Shifting IT Focus
• Relocating IT into the business / Partnering with the business.
• Hire / place the right leaders in the right positions to get the
job done.
• Tracking business outcomes (resulting impact) is the only way
to show how IT benefits your company.
• Creating Technology / Business Innovation.
7
8. Accelerated Pace of Change
Given this trend toward IT and business
convergence, IT must be willing to:
• Surrender some of its control over systems
and services
• Give the business more control, ownership,
accountability, access, and training.
A successful transformation requires:
• Proper planning and changing mindsets
about traditional roles and responsibilities.
• The new IT organization partnered with the
business must take full advantage of these
trends to deliver business results.
8
9. Envision The End
• Focus on what IT should look like in the end.
• Design a new IT model that dynamically
aligns IT with the business and the customer
service goals that deliver value.
• Deliver technology-enabled business
solutions that solve problems and create
business value, without the bureaucracy.
10. Rogue (Shadow) IT
A natural result of the tensions between the consumerization of IT (mobile, social media, cloud and
consumer technologies) and the traditional security and standardization of IT.
• The business finding support outside the Service Desk and IT.
• Can’t say ‘NO’ forever - - it’s an unstoppable tide of change.
• Partner, work with them; find a way to say ‘YES’.
– Come as partner to help them, not as the enemy to stop them.
• Placing key IT people into the business to further partnership and
collaboration on business-technology-innovation.
• More of a focus on speed to market, new revenue lines and
profitability rather than one ‘bottleneck’ funnel into IT.
10
11. The Changing Customer / Worker
Successful eBusiness leaders will take a life-cycle view of their customers, invest in
technology that will support multiple touchpoints and devices, and re-evaluate ownership
of online customer service strategy and operations. 11
12. Affecting IT, Business Trends
• Cloud computing • Server, desktop, and storage
• Mobilizing the workforce virtualization
• Business process, • Business intelligence
technology convergence • All Things VIDEO
• IT outsourcing • Virtual, project-based
“contractors.”
12
13. Consumerization of IT
• BYOD = Bring Your Own Device!
– No Fad (e.g. bring your doggie to the office – Free Lunch).
• CIO must educate the staff / the opportunity to focus
on business problems & apps more than building &
maintaining infrastructure.
• Consumerization of IT (BYOG)
– 37% of workers said they’ve used their own PC or
Smartphone for work!
– 36% said that their company doesn’t provide the
technology they need.
• Focus is on:
– Employee productivity.
– Creating an innovative environment.
– Being flexible and adaptive without sacrificing security,
risk management and compliance.
According to an IDC study 2011 Consumerization of IT:
40.7 % of the devices used by Information Workers to
access business applications are personally owned. 13
14. The Age of Mobility
79% of CIOs said increased productivity
is driving the adoption of mobile-
devices in the enterprise.
The breakneck pace of consumer
adoption of smartphones, tablets,
and related applications drives
enterprise IT organizations to
support mobilization of their core
applications (and ultimately their
business processes).
14
15. “Goin Mobile”
• Mobility is the biggest single trend • Mobile technology is the driving force
across tech industry investment that underlies the forces influencing
and innovation (outpacing even where IT will go and what it will
the cloud trend). become (“technology as a service”).
• The pace of smartphone • Workforce (generational, virtual,
innovation will be ferocious. project-based)
• Social Computing and mobile • Ubiquitous data (anytime, anywhere).
Business Intelligence anyone?
phones will expand their love
affair. • Cloud Computing (Where physically is
my data again?)
• The smartphone will become the
crucible for disruptive. • Social Media (end-of-life email?)
• Organizations will have dedicated
mobile staff.
15
16. Investing In The Cloud
1. Traditional IT Models are taking a Traditional IT Roles will be seriously impacted by:
back seat to the cloud (IT Investment). • Consolidation and virtualization over true cloud
2. Tablet and Smartphone use in the capabilities.
enterprise is being driven by the • Server and data center consolidation /
growth of cloud-based applications, in virtualization will continue to be the dominant
addition to the low cost and priority
availability of these devices.
• Consolidate IT infrastructure via server
3. The cloud offers organizations flexible, consolidation
cost-effective alternatives to deliver IT • Automate the management of virtualized
services. servers to gain flexibility and resilience
4. There are many fragmented flavors of • The ease of connecting mobile devices Tablets &
“Cloud” Services for business to Smartphones) to various cloud services.
select.
16
17. Social Media
• The “new” professionals are very comfortable
with browser based collaborating, texting and
Instant Messaging (IM).
– From the perspective of adoption, use,
productivity and training.
• The development opportunity for this soon-to-
be-dominant platform lies in the ability to
simulate features and capabilities that mimic
the social media sites and tools younger workers
exploit today.
– E.g. Facebook, Twitter, YouTube, MySpace,
texting.
• Separating professional from personal
computing will become increasingly difficult as
each graduating class transitions into the
workforce.
– Restrictions around popular Social Media sites
17
18. Bringing It All Together:
The Art of Possible
Amplifying the Enterprise: The 2012
CIO Agenda (Gartner):
Create the technology platform and
architecture utilizing related
technologies to broaden and unite all
departments and core elements across
the enterprise.
Influence the business model and
multiple strategic areas based on
current trends and preferences that
would fuel innovation and business for
growth to:
• Improve their understanding of
customers and markets
• Allow them to engage externally at the
time, place and point of need
• Facilitate collaborative dialogue
19. The Wake-up Call
The IT Change Imperative
• The development of all IT professionals should be a priority of IT Leaders.
• It’s a continuous process of learning, acquiring and utilizing highly valued and
marketable skills.
• Prepare and position them for a long-term, successful and rewarding career in IT
and Business (soon to be one-in-the-same).
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20. Bringing IT All Together:
The IT Organizational Change Plan
No IT Professional Left Behind
Island Isolation to Cooperative Collaboration
Stretch individuals to discover their “uncomfort” zone
Persistence/Diligence of Vision/Strategy
Be a Visible Change Leader
Communicate, Communicate, Over Communicate
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21. HIGHLY VALUED SKILLS
The transition for all IT professionals should be one of continuous learning
with the acquisition and utilization of highly valued and marketable skills to
prepare and position them for an exciting career in business and IT.
Such skills include those in the These skills can lead to positions in:
following areas: – Business processing
– Leadership – Innovation
– Strategic thinking – Business intelligence
– Communication – Vendor management
– Influential power – Business-IT account management
– Relationships – Coaching
– Problem-solving
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22. Your Future Career
• Hybrid IT Professional - Provides leadership in • Vendor management (VMO) – Managing the
devising and executing technology-enabled vendor sourcing relationship according to a
business ideas and initiatives. playbook that maximizes the value from a
• Business Innovation – A tech-savvy relationship.
professional with good communication, • Business-IT account management – An
process and business skills that locus on
account manager responsible for a business
solving business problems and creating
function and ensuring that they are gaining
business opportunities.
the maximum value from invested technology
• Business processing – BP redesign and and IT.
integration and automation into state-of-art
technologies.
• Customer Service leader – Tech savvy, social
media and customer / business professionals
• Business intelligence – An expert at data leads the companies effort on creating and
extraction and manipulation leverages delivering a customer-centric service delivery
analytical skills to correlate, trend and provide
model / culture service focused on customer
relevant business insights and directions for
loyalty, retention and profitability
making better business decisions.
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23. "Being a service leader is
about positively impacting
the world around you! It’s
not about you, it's about
all that you can do to
make other people
successful.“
Thank You!
Pete McGarahan
Change the World!
McGarahan & Associates
pete@mcgarahan.com
714.694.1158
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