Presented by:

Ensuring Successful Delivery

of IT Services

Phil Weinzimer

President, Strategere Consulting

Tuesday January 13, 2015

©2014 Strategere Consulting

Agenda

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• Changing Business Landscape

• Importance of Delivering Services Exceptionally Well

• Process for Improving Service Delivery

• Measuring the Business Value of IT Services

• New Strategic IT Skill Set

• Q & A

Phil Weinzimer

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Strategere Consulting

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ImplicationTheme

• Consumerization

of IT

•IT Personnel Partner

in Business Teams

• IT needs to develop business skills

to collaborate in business teams

that create new markets and

competitive opportunities.

•Pressure to Increase

the Pace of Change• IT organizations need to improve

throughput/ organization agility

•Role of IT

•Play an important strategic role in

leveraging information and

technology for competitive

advantage

•Consumers demand new/information

rich products and services, which

impact business personnel across the

entire value network.

The Role of IT is Changing

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Forewords

Rob Carter – CIO, FedEx

Filippo Passerini-CIO, P&G

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Val

ue

Strategic IT OrganizationTransformation Phases

4. Leverage Technologies Strategically to Innovate Value

3. Implement Initiatives to Improve Margin (Sales / Cost)

2. Understand the Business, Focus on User Experience, and Improve Business Skills of IT Personnel

1. Deliver Commodity and Business Services Exceptionally Well

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Time6

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A Common Process to Improve

Delivery of Services

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1. Identify Basic Services

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2. Key Business Services Stakeholders / Priority

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3. Develop Service Catalogue

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4. Socialize Across Enterprise

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5. Develop/Execute Work Plan

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Dollarize Downtim

eDowntime

XOpportunity

Cost = Potential

Lost Revenue

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IT Planning Business Insights

IT Benchmarking Cost TransparencyBill of IT

“We transformed the way Cisco’s business leaders look at IT”

“We must recognize that our traditional approaches are no longer

sufficient. We need a new way to manage the business of IT.”

Rebecca Jacoby…..CIO-Cisco

6. Measure Service Delivery

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Service Cost Allocation

7. Continuously Improve

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http://www.aits.org/Portals/18/WhitePapers/GTAProjectGovernance.pdf

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Maturity of IT Services Delivery

25 50 75 100

Tactical

Bu

sin

ess

Val

ue

Strategic

Efficient Inefficient IT Efficiency

25

50

75

100

0

Tactical Focus

Inefficient

Delivery

Strategic Value

Delivered

Inefficiently

Tactical Focus

Efficient Delivery

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Strategic Value

Delivered

Efficiently

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Val

ue

Strategic IT OrganizationTransformation Phases

4. Leverage Technologies Strategically to Innovate Value

3. Implement Initiatives to Improve Margin (Sales / Cost)

2. Understand the Business, Focus on User Experience, and Improve Business Skills of IT Personnel

1. Deliver Commodity and Business Services Exceptionally Well

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Time18

How Strategic is Your IT Organization?

Deliver Commodity and Business Services Exceptionally Well

Understand Business, Focus on User Experience /

Improve Business Skills

Implement Initiatives to Improve Margin (Sales / Cost)

Leverage Technologies Strategically to Innovate Value

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Delivering Services - Assessment

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Maturity of IT Services Delivery

25 50 75 100

Tactical

Bu

sin

ess

Val

ue

Strategic

Efficient Inefficient IT Efficiency

25

50

75

100

0

Tactical Focus

Inefficient

Delivery

Strategic Value

Delivered

Inefficiently

Tactical Focus

Efficient Delivery

Strategic Value

Delivered

Efficiently

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BUSINESS KNOWLEDGE(Business Awareness Skills)

• Environment • Opportunities• Process Centric

Strategic IT Organization Competencies and Skills

Framework

TECHNOLOGY PROWESS(Strategic Technology Skills)

• Technology Strategy / Adaptability• Organization Agility• Strategic Project Capability

MARKET KNOWLEDGE(Strategic Product/Market Skills)

• Product Knowledge• Industry Insight• Competitive Landscape

• Vision

OrganizationCulture

•Leadership

•Communication

CROSS DIMENSIONCOMPETENCIES

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Strategic IT Organization Competencies and Skills

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Date: Thu, Feb 12, 2015Time: 1pm – 2pm EST

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Phil Weinzimer is president of Strategere Consulting and works with clients to develop business and IT strategies that focus on achieving successful business outcomes. He has also written two books. The most recent, The Strategic CIO: Changing The Dynamics of the Business Enterprise, focuses on how strategic CIOs leverage information and technology for competitive advantage. Additionally, he writes articles on strategic IT for CIO.com, i co-authored a Harvard Case Study, and conducts a video interview series for Sarder TV, IT Strategic Thought Leaders, and for Accelerating IT Success, The Strategic CIO: Managing in the 21st Century. He also speaks at CIO events on IT strategy.

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