THE 5 CHALLENGES IMPEDING THE FUTURE OF IT TODAY Is there any way to successfully navigate and leverage such a challenging industry? If you are intersted in the whole research - than contact me.

1. THE 5 CHALLENGES
IMPEDING THE FUTURE OF IT TODAY
Is there any way to successfully navigate and
leverage such a challenging industry?

2. Challenge #1: Failure to harness IT value
When moving into the
implementation and operation
phases of a project, there are many
questions to consider:
 Is a warranty in place?
 Is there a security strategy?
 Does the desired capacity exist?
 Is the support staff prepared?
 Are users prepared?
Source: Operational readiness, Basic Service Management, 2/01/11
© Glenfis AG – 2012 2

3. Challenge #2: Difficulty meeting
regulatory compliance
Basel II/III
Sarbanes Oxley SOX
• Regulations vary by country
and are long and complicated PCI-DSS
SAS 70
• Recently changed or new
IT regulations include:
MA-Risk
Solvency II
Sources: Cost cutting and pricing pressures fastest growing risks to global business in 2011, Ernst & Young, 12/17/10;
Regulatory compliance is top concern in 2011, ISACA, 4/19/11
© Glenfis AG – 2012 3

4. Challenge #3: Security concerns
120% 111%
• Over 50 million viruses 100% 90%
are now in existence
80%
• There were almost 60% 52%
20 million new 40% 34%
viruses in 2010 alone
20%
• In 2011, there were an 0%
estimated 2.5 million Data-stealing Web/HTTP Increase in Unwanted e-
attacks attacks had malicious mails had
malware programs conducted data-stealing websites spam links
online code from 2009 to
2010
Sources: 50 million viruses and rising, AV-Test, 1/27/11; G data half-yearly report, January-June 2011;
Researchers predict advanced, blended threats focused business and infrastructure in 2011, Security Week News, 11/10/10
© Glenfis AG – 2012 4

5. Challenge #4: Mastering complexity
• The inherent complexity of
IT departments can veil
how service is actually doing
• Gartner unearthed that
40% of problems are
found by end users
• This places the organization
at a huge performance risk
Sources: How to make the CFO a buyer for sustainability solutions, Forrester, 4/26/11; More software project failure / challenge information from
CAI, Galorath, 3/31/10, 33% of money spent on IT development is wasted, IAG, 9/25/09
© Glenfis AG – 2012 5

6. Challenge #5: Adapting to changing
expectations
The biggest
From the
challenge faced attitudes and
According to …Is changing
when implementing behaviors of
Bain & something corporate
entry-level
Company… new, such as cloud culture employees to
computing…
management
Source: The new CIO agenda: Intel cloud computing insights 2011, Intel/Bain & Company, 2011
© Glenfis AG – 2012 6

7. Strategy #1: Become service minded
• It is paramount for IT
departments to build up a
service management system
• This delivers value by
facilitating outcomes
– Costs and risk are kept
under better
control, according to an
IBM study
Sources: Boosting European prosperity through the widespread use of ICT, The Information Technology & Innovation Foundation, 10/31/07; Value of
smart information technology still unrealized, Information Management, 10/12/11; The new CIO: Change partner and business leader, IBM, May 2007
© Glenfis AG – 2012 7

8. Strategy #2: Engage with all departments
• This is crucial for understanding
the voice of the customer in
order to provide valuable service
• Between 70-80% of IT projects
fail due to a combination of
poor communication and
integration across
departments, from operations to
HR, to the CFO
Source: Poor communication to blame for business intelligence failure, Gartner, 1/10/11
© Glenfis AG – 2012 8

9. Strategy #3: Shift from reactive to
proactive
• The technology curve is
getting steeper, especially
when it comes to security
• Proactive leaders are able to
anticipate, understand, coor
dinate, and influence
security issues, regulatory
compliance and
customer demand
Source: Prepare for mobile security threats, PCWorld, 5/31/07
© Glenfis AG – 2012 9

10. Be proactive in working with business
• This includes that full
integration with other areas
of the company
• All data, processes, and
services are then better
aligned with the business
• This, in turn, contributes
more meaningfully to the
organization’s goals
© Glenfis AG – 2012 10

11. Strategy #4: Expand in-house expertise
• Companies can better deal with
today’s issues by developing
in-house capabilities such as:
– Enterprise architecture
– Service and process
management
– Building governance
– Operational excellence
– Lean IT
© Glenfis AG – 2012 11

12. Use globally recognized certifications
These
frameworks
are the most
effective in
training and
operations
ITIL COBIT ISO 20000 ISO 27000
Source: itSMF 2010 Global Survey, itSMF, 2010
© Glenfis AG – 2012 12

13. Strategy #5: Adapt to flexible learning
platforms
E-learning is so productive
because it is:
• Cost-effective
• Time-sensitive
• Customizable
• Easy to update to the
latest information
Source: Why E-learning is so effective, Rapid E-Learning, 2/2/2010
© Glenfis AG – 2012 13

14. Learning by experience via simulations
• Goes beyond classical training
and simply obtaining a certificate
• Provides true
understanding, application in
daily work, and a real benefit for
the business including service
management
• Focuses on the soft skills
required to create buy-in, deal
with resistance, and
foster teamwork
© Glenfis AG – 2012 14

15. Learning by experience via simulations
• Gaming is becoming an important
learning instrument in both IT and
business contexts
• It includes social media and apps as
instruments in learning new skills
and applying them in the workplace
• It can be used for knowledge
transfer, team building, developing
new skills, and cultivating
culture change
• Gaming is not playing against
others, but with others
© Glenfis AG – 2012 15

16. Strategy #6: Find the right partner
• The right partner should have
the longevity that proves their
skill and experience
• They should lead by example
and “walk the talk” – using the
same techniques they teach
Sources: Coaching in corporations yields high return on investment, The European Financial Review, 8/4/10; Return on investment for customized training, American Society
for Training and Development, 2011; Executive coaching as a transfer of training tool, Gerald Olivero & K. Denise Bane et al, 1997, cited by ECI, September 2004
© Glenfis AG – 2012 16

17. What else to look for…
• They have obtained
official certifications
• High quality and innovative
teaching materials and
methods are used
• Training actively
involves participants
Source: Why E-learning is so effective, Rapid E-Learning, 2/2/2010
© Glenfis AG – 2012 17

18. Let us help you
Glenfis AG
++41 44 202 81 10
www.glenfis.ch
© Glenfis AG – 2012 18

19. What do we do and why?
• For more than 12 years,
we have been providing
pragmatic, results-driven
IT service management
and governance
• We use the exact same
approaches which we teach
our clients around the world –
to ensure their own success
© Glenfis AG – 2012 19

20. What do we do and why?
• How we walk the talk…
– Our management system is ISO/IEC
20000-1:2011 certified
– All our training and e-learning is
officially accredited by APMG, ISACA
and Tüv Süd
– Our training organization is
EDUQUA certified, which includes
value performance
– Glenfis is an officially licensed
Software Assessor, LSA
– We train what we are doing –
and we do what we are training
© Glenfis AG – 2012 20

21. How do we do it?
• We form a relevant,
service-oriented strategy
• It supports smooth IT
operations as well as
the organization’s goals
• This strategy is
strengthened by using
the most effective
frameworks in their entirety
© Glenfis AG – 2012 21