TECHNOLOGY TRANSFER PRESENTS

IT PERFORMANCE

HARRYCHAPMAN

OCTOBER 14-15, 2010VISCONTI PALACE HOTEL - VIA FEDERICO CESI, 37

ROME (ITALY)

GETTING IT RESULTS WITH DATA,

NOT INTUITION

info@technologytransfer.itwww.technologytransfer.it

IT PERFORMANCE: Getting IT results with data, not intuition

ABOUT THIS SEMINAR

The success and growth of every IT organization is dependent upon how it uses its critical data to track Perfor-mance and make decisions. The principal is based on the understanding that “You don’t get what you want, youget what you measure”. In spite of this, far too many IT departments are overwhelmed with measures and un-derwhelmed with the results from those measures. Why? Because IT organizations do not know the secrets ofhow to unlock the potential of Performance measurement. Performance measurement is not understood.

This course clears up much of the confusion surrounding Performance measurement for IT. It provides practicalapproaches and frameworks that provide insights and into your most critical Performance measurement que-stions. By participating in this course, you will obtain the skills and knowledge needed to harness the power ofPerformance measurement and transform their IT organization. You will learn the difference between good mea-sures and bad measures. You will learn how to determine what to measure and what not to measure. The courseis a practical, “hands-on” course that explains the conceptual frameworks for Performance measurement-basedManagement techniques. This seminar integrates these powerful and proven concepts with Case Studies to theenable the participant to experience the concepts in a real-world setting. As a result of the class, the participantwill be able to immediately apply the knowledge gained to make a difference at work and to put in place effectiveIT Performance measures – Performance measures that deliver sustainable “world-class” results.

WHAT YOUWILL LEARN

• The seven deadly sins of Performance measurement• Why the “right” IT Performance measures are critical for IT organizations to exceed• How to exploit the principles and concepts that underlie effective IT Performance measurement programs• How to differentiate effective IT Performance measures from ineffective or misleading measures• How the right use of IT Performance measures is a powerful change enabler• How to use IT Performance measures as the basis for implementing IT and corporate strategy• The subtle but important differences between types of IT Performance measures• When it is most appropriate to use each type of measure• The common pitfalls inherent in IT Performance measurement programs• What frameworks are appropriate for which situations to achieve break-through IT results• What an IT Balanced Scorecard is and how it can be instrumental to implement IT strategy• What an IT Dashboard is and when to use it to get results

This seminar is a fast-paced, interactive session in which the underlying theories are interlaced with practical,real-world situations to enable the participants to internalize the concepts most effectively. The goal is to givethe background to enable the participants to immediately put their learnings into action in their companies forimmediate results that are “world class.”

OUTLINE

1.Overview of IT PerformanceMeasurement

• Why the appropriate use of ITPerformance measures can dra-matically change the results deli-vered by it and improve user sati-sfaction• Common mis-conceptions regar-ding the use of Performancemeasurement to improve results• The difference between operatio-nal measures and strategic mea-sures• The “seven deadly sins” of Perfor-mance measurement (and howto avoid them) as described bythe master of reengineering, Dr.Michael Hammer

2. The Common Pitfalls ofPerformance Measurement

• Participate in ”The Best Laid In-centive Plans” Case Study tolearn via a true-to-life example• Identify the underlying pitfalls andtypical mistakes inherent in manyPerformancemeasurement pro-grams and how to avoid them• Know how to apply critical thin-king to identify Performancemeasures that can result in exac-tly the wrong changes• Understand the tests to use todevelop effective Performancemeasures

3. The Difference Between a“Dashboard”and a “Score-card”

• The definition of each• Why the two are not interchan-geable

• When it is appropriate to use aDashboard and when it is appro-priate to use a Scorecard• A real-world Case Study (“Ka-Boom!) to demonstrate a Dash-board and highlight the impor-tance of context for Performancemeasurement

4. The “Science”of ProvenPerformance MeasurementTechniques and how to applythem to IT

• Overview of the most effectiveapproaches and when to usethem• An overview of the most commontechniques:- Re-engineering- Six Sigma- “Lean” Six Sigma- Total Quality Management(TQM)- Kaizen- Balanced Scorecard• How to know when to use each

5. The “Art”of IT PerformanceMeasurement

• The role that an organization’scultural plays• Considerations that apply to allPerformance measurement ap-proaches• Why it is so important for IT toengage IT’s “customers” in theprocess• Why setting the context is criti-cally important to ongoing suc-cess

6. IT Performance Measurementfor monitoring and ImprovingIT Operations

• Introduction to Information Tech-nology Infrastructure Library(ITIL) - a framework of Best Prac-tices for IT• History of ITIL• Concepts behind ITIL• How to apply IT Performancemeasurement to ITIL Best-Prac-tices• Real world limitations to ITIL andIT Performance measures

7. IT Performance Measurementfor implementing Change - In-troduction to the BalancedScorecard

• History of the Balanced Score-card• Barriers to strategy implementa-tion• Concepts behind the BalancedScorecard – the four Businessperspectives• Scorecard terminology• The importance of cause and ef-fect relationships• How the concepts apply to IT

8. Putting the Balanced Score-card to work in IT

• The “Wells Fargo On-Line Finan-cial Services” Business Case• The Strategy Map• How the Strategy Map drivesPerformance• Identifying the strategic initiatives• How to develop measurementsfor the strategic initiatives• The “magic sauce” – why the

Balanced Scorecard was so ef-fective for an IT-based Businessunit – lessons leaned• How to apply the principles inyour organization’s IT group

9. Selecting the “Right” IT Mea-sures

• Why it is critically important to becareful in selecting the IT Measu-res• Measurement drives Performan-ce – the wrong it measures drivethe wrong Performance – how toselect the “right” measures• How to lie with statistics• How unconventional wisdom canresult in breakthrough thinkingand Performance• Assessment of your IT Perfor-mance measures – how to deter-mine whether they are effective

10. The Ten Keys to an EffectiveIT PerformanceMeasurementProgram

• How to set the proper contextand expectations• The importance of executivesponsorship and a processfor reviewing measures• The language of a Performancemeasurement culture and theappropriate way to use the re-sults for breakthrough improve-ments• Setting the “right” expectations• The importance of acting on thedata and not on intuition• How to translate the impact ofthe decisions resulting from theIT Performance measurementactivities into financial terms

• The role technology plays to faci-litate the process

11. Bringing it All Together

• “Top-Down” view of concepts• Insights into the “Real World” ap-plication of the principles – Howto make the insights from thiscourse work in your organization• Top Ten Tips for successful ITPerformance measurement im-plementation

WHO SHOULD ATTEND

This seminar is for IT Professio-nals who want to get more out oftheir IT organizations and believethat an effective IT Performancemeasurement process would ena-ble improved Performance and sa-tisfied customers. The attendeemay already have an IT Perfor-mance measurement but does notbelieve the current measures aredriving the behavior nor deliveringthe results desired. The course isfor senior IT Executives, IT Mana-gers, IT Operating Managers, ITProcess Owners, Members of pro-cess design teams, Functional Ma-nagers and everyone else with astake in either planning, imple-menting or using IT Performancemeasurement to improve Perfor-mance.

HARRY CHAPMANIT PERFORMANCE:GETTING IT RESULTS WITH DATA,NOT INTUITION

October 14-15, 2010Visconti Palace HotelVia Federico Cesi, 37Rome (Italy)

Registration fee:€ 1200

If registered participants are unable to attend,or in case of cancellation of the seminar, thegeneral conditions mentioned before areapplicable.

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Send your registration formwith the receipt of the payment to:Technology Transfer S.r.l.Piazza Cavour, 3 - 00193 Rome (Italy)Tel. +39-06-6832227 - Fax +39-06-6871102info@technologytransfer.itwww.technologytransfer.it

Stamp and signature

INFORMATION

PARTICIPATION FEE

€ 1200

The fee includes all seminardocumentation, luncheon and coffeebreaks.

VENUE

Visconti Palace HotelVia Federico Cesi, 37Rome (Italy)

SEMINAR TIMETABLE

9.30 am - 1.00 pm2.00 pm - 5.00 pm

HOW TO REGISTER

You must send the registration form withthe receipt of the payment to:TECHNOLOGY TRANSFER S.r.l.Piazza Cavour, 3 - 00193 Rome (Italy)Fax +39-06-6871102

withinSeptember 29, 2010

PAYMENT

Wire transfer to:Technology Transfer S.r.l.Banca Intesa Sanpaolo S.p.A.Agenzia 6787 di RomaIban Code:IT 34 Y 03069 05039 048890270110

GENERAL CONDITIONS

GROUP DISCOUNT

If a company registers 5 participants tothe same seminar, it will pay only for 4.Those who benefit of this discount are notentitled to other discounts for the sameseminar.

EARLY REGISTRATION

The participants who will register 30 daysbefore the seminar are entitled to a 5%discount.

CANCELLATION POLICY

A full refund is given for any cancellationreceived more than 15 days before theseminar starts. Cancellations less than15 days prior the event are liable for 50%of the fee. Cancellations less than oneweek prior to the event date will be liablefor the full fee.

CANCELLATION LIABILITY

In the case of cancellation of an event forany reason, Technology Transfer’sliability is limited to the return of theregistration fee only.

Harry Chapman, CMC, is a Principal with the Bay Area Consulting Group LLC headquartered in San Francisco,California.Mr.Chapman learned the importance of Performancemeasurement early in his career working for thelegendary CEO of Intel Corporation, Andy Grove.One of Dr.Grove’s management principles was “If you measu-re it, it will improve”. He used this philosophy as one of his Management principles which resulted in Intel beco-ming the world leader in semiconductor design and manufacturing.Mr.Chapman learned from the master and isquoted in Dr. Grove’s best-selling book, “High Output Management”. Mr. Chapman has been an IT Director formany organizations and currently works with CIO’s and IT Directors focusing on helping them improve thePerformance of their IT Departments. He is an expert in Performance measurement and the BalancedScorecard. He was the consultant on a project at Wells Fargo that is a Harvard Business School Case Studyused as part of Dr. Robert Kaplan’s course at the Harvard Business School. Mr. Chapman has over 30 years ofexperience across a broad set of disciplines including IT Management, finance, operations and consulting. Hismission is to make IT organizations more effective in achieving their strategic objectives by using provenPerformancemeasurement-based tools and techniques correctly.

SPEAKER