Kristin BatheDiversified Communication

Matt HooperIvanti

Bridging the generation gap of Business expectations for IT

Session 808

Kristin Bathe – CIO, Diversified Communications

Matt Hooper – Director of Governance, Ivanti

Outline Draft:5 mins on Challenge t-up: What transformation has looked like and the benefits and impacts to business5 mins on IT being a cost compared to IT being an advantage (internal break-fix vs. how IT has helped the company grow)5 mins on Skills change and landscape – how new workforce level of technical competency is up and expectations for tech is up5 mins the impact of this higher expectation and type of support they get5 mins on what’s not working and “old school” ways of thinking that fails5 mins on how to engage them, how to measure support team (i.e. GIS score)5 mins on new types of support and expectations (chatbots, siri, Alexa)5 mins on what we need to do now to get ready

DIGITAL ECONOMY

where

IT IS THE BUSINESS

“The ability to digitally reimagine the business is

determined in large part by a clear digital strategy

supported by leaders who foster a culture able to

change and invent the new. “

Strategy, not Technology, Drives Digital

Transformation

MIT SLOAN Management Review

http://sloanreview.mit.edu/digital2015

How did we get here?

Mainframe -

LAN desktops -

WAN systems -

Internet Systems -

Mobile apps -

Cloud apps -

THE BUSINESS OF IT

HAS CHANGED

Technology

1980s

Systems Services Experience

1990s 2000s 2010s

Revenue Growth

Create Better Customer Experiences

Achieve Cost Savings

Improve decision Making through Analytics 2%

4%25%

Strategic Technology trends:(according to Gartner)

AI & Machine LearningSmart MachinesNew IT Reality

Real world technology challenges:Platform Delivery (e.g. BYOD)Delivering at The Speed Of The BusinessPlatform Strategy / Cost of ownership

IT Project trends :Agile & DevOpsComplexity of systemsBroadening Role of The Project Manager

Most popular measures of successful technical deployments:Stakeholder SatisfactionUser AdoptionSuccessful technical implementation/quality

TopIT Management trends:Digital TransformationBusiness Relationship ManagementBimodal IT

CIO challenges:Business Value StrategyDigital TransformationLeadership & Talent Management

3

a20 th

Century

Efficiency

Consistency

Reliability

Features

Cheaper

Better & Faster

21st

Century

Current trends

New Digital Workforce

As s e t

H e l p

D e s k

V DI

I n n o v a t i o n

M i g r a t i o n s

Cl o u d

S e r v e r

S e r v i c e

M a n a g e m e n tG R C

M o b i l e

Secur i ty

PatchAV D e s k t o p

Evolution of IT

Less Time to Be Strategic

Slow To Respond

Too Many Vendors / ToolsLower User Satisfaction

Increased Risk

Requirements

Build

Test Incident

Release Operate Resolve

What’sNeeded

What’sbroke

What’sChanging &

by who

Who is using

What’s not working

How did we fix it

Project Management

Source ControlTest

ManagementEmail Event

Management

IncidentManagement

KnowledgeManagement

?

Pray

What’sConnected

WATERFAIL Methodology

In order to change you need

to be really clear about

where you want to be

Being

clear

is

a

Challenge

T r a d i t i o n a l I T L e a d e r s h i p m i n d s e t

S t r a t e g y

D i g i t a l I T L e a d e r s h i p m i n d s e t

C u l t u r e

Ta l e n t

Te c h n o l o g y

U X e x p e r i e n c e

I T P h i l o s o p h y

P r o j e c t m g m t

B u s i n e s s m o d e l

Efficiency

Hierarchy

Low cost

Legacy

“Who cares?”

Default to No

Waterfall

Service & Support

Innovation

Collaboration

High skill

Cloud, mobile, apps

Mission Critical

Default to Yes

Iterative (Agile)

Relationship & PartnerSource: Michael Krigsman / cxotalk.com

T r a d i t i o n a l I T L e a d e r s h i p m i n d s e t

S t r a t e g y

D i g i t a l I T L e a d e r s h i p m i n d s e t

C u l t u r e

Ta l e n t

Te c h n o l o g y

U X e x p e r i e n c e

I T P h i l o s o p h y

P r o j e c t m g m t

B u s i n e s s m o d e l

Efficiency

Hierarchy

Low cost

Legacy

“Who cares?”

Default to No

Waterfall

Service & Support

Innovation

Collaboration

High skill

Cloud, mobile, apps

Mission Critical

Default to Yes

Iterative (Agile)

Relationship & PartnerSource: Michael Krigsman / cxotalk.com

DIGITAL OFFICER REPORTING FOR DUTY

Service HealthSystem

Enterprise Service Model

Why Needed

Requirements

Build

Test

HowConnected

WhatCould break

Enterprise Knowledge

Incident

Release

Operate

ResolveWho is

impacted

What’schanging

How we improve

Enterprise Service Model for ITSM & DevOps

A s s e tH e l p D e s k

V D I

I n n o v a t i o n

M i g r a t i o n s

C l o u d

S e r v e r

S e r v i c e M a n a g e m e n t

G R C

M o b i l e

S e c u r i t y

Patc hAV

D e s k t o p

Evolution of IT

Time to Be Strategic

Instant Response

Less Vendors / ToolsHIgher User Satisfaction

Reduced Risk

Define a

strategyPromote &

Market your

successBuild and execute a

career plan

Demonstrate your

Value

You are

integral to

the success

of

Digital Transformation

We run

and transform the IT services of

innovative, customer obsessed, life saving, world

changing and education focussed organisations

always delivering value…….