Improve IT Credibility with the CEO · Title: Microsoft PowerPoint - CIO Perspectives Azzarello...
Transcript of Improve IT Credibility with the CEO · Title: Microsoft PowerPoint - CIO Perspectives Azzarello...
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Copyright Azzarello Group, Inc. 2009
Improve IT Credibility with the CEOImprove IT Credibility with the CEO
CIO PerspectivesCIO Perspectives
September 22, 2010 September 22, 2010 –– San FranciscoSan Francisco
www.AzzarelloGroup.comwww.AzzarelloGroup.com
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IT Credibility Challenges IT Credibility Challenges
� Understanding
� Money
� Business Amnesia
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Do you believe you need to build Credibility?Do you believe you need to build Credibility?
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DO BetterDO Better
Results and Business Impact
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Deliver ResultsDeliver Results……. and. and……
� Keep the lights on
� Strategic Projects
� Quality, On time
� User support
� Proven ROI
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Think Like a General Manager Think Like a General Manager
� Understand top overall business initiatives
� Educate your organization on the P&L
� Make the business goals the basis for the IT budget
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LOOK BetterLOOK Better
Credibility and Relevance
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Be a Translator Be a Translator –– be Relevantbe Relevant
� Business First
� Don’t “Educate”
� Talk in their language
� Keep IT Jargon in IT
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Magic Communication ToolMagic Communication Tool
IT Success MeasuresIT Success Measures
Decrease DSO in North America
Improve Profit Margin on wholesale
Improve Post-season inventory Reduction
Expand Market in Eastern Europe
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Magic Communication ToolMagic Communication Tool
IT Success MeasuresIT Success Measures
Decrease DSO in North America
Improve Profit Margin on wholesale
Improve Post-season inventory Reduction
Expand Market in Eastern Europe
Completed SAP Rollout
Completed Implementation of partner data management system
Increased ease and speed oftransition to sale pricing
Completed prototype for sales forecasting and order entry
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Business Priorities: 2009Business Priorities: 2009
Top 10 Business Priorities for the CEO & Board
1. Business Process Improvement
2. Reducing Enterprise costs
3. Improving workforce effectiveness
4. Attracting & retaining new customers
5. Increase usage of analytics
6. Creating new products & services
7. Targeting customers & markets more effectively
8. Managing change
9. Expanding current customer relationships
10. Expand into new markets
Source Gartner: 2009
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IT Priorities IT Priorities -- 20092009
Top 10 Technology Priorities for the CIO & IT
1. BI (Business intelligence)
2. ERP and Enterprise applications
3. Virtualization
4. Modernizing legacy applications
5. Collaboration technologies
6. Networking, Voice & Data communications
7. Technical Infrastructure
8. Security
9. SOA (Service Oriented Architecture)
10. Document Management
Source Gartner: 2009
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Business & IT Priorities Business & IT Priorities -- MismatchMismatchTop 10 Business Priorities for the CEO & Board
1. Business Process Improvement
2. Reducing Enterprise costs
3. Improving workforce effectiveness
4. Attracting & retaining new customers
5. Increase usage of analytics
6. Creating new products & services
7. Targeting customers & markets more effectively
8. Managing change
9. Expanding current customer relationships
10. Expand into new markets
Top 10 Technology Priorities for the CIO & IT
1. BI (Business intelligence)
2. ERP and Enterprise applications
3. Virtualization
4. Modernizing legacy applications
5. Collaboration technologies
6. Networking, Voice & Data communications
7. Technical Infrastructure
8. Security
9. SOA (Service Oriented Architecture)
10. Document Management
Source Gartner: 2009
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Copyright Azzarello Group, Inc. 2009
Business Priorities: 2009Business Priorities: 2009
Top 10 Business Priorities for the CEO & Board
1. Business Process Improvement
2. Reducing Enterprise costs
3. Improving workforce effectiveness
4. Attracting & retaining new customers
5. Increase usage of analytics
6. Creating new products & services
7. Targeting customers & markets more effectively
8. Managing change
9. Expanding current customer relationships
10. Expand into new markets
Source Gartner: 2009
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IT Priorities IT Priorities -- AlignedAlignedTOP IT Priorities
Efficiency & Cost Reduction
1. Business Process Improvement
• ERP and Enterprise applications
• Modernizing legacy applications
• Security
2. Reducing Enterprise costs
• Virtualization
• Networking, Voice & Data communications
3. Improving workforce effectiveness
• Virtualization
• Document Management
• Collaboration technologies
TOP IT Priorities
Revenue Growth
1. Increase usage of analytics
• BI (Business intelligence)
2. Targeting customers & markets more effectively
• Technical Infrastructure
• Collaboration technologies
3. Expanding current customer relationships
• Collaboration technologies
4. Expand into new markets
• SOA (Service Oriented Architecture)
5. Attracting & retaining new customers
• SOA (Service Oriented Architecture)
Source Gartner: 2009
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LOOK BetterLOOK Better
IT Budget Makeover
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Typical IT BudgetTypical IT Budget
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The AttackThe Attack
Production/Operations Personnel Total
17%
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Left Column MakeoverLeft Column Makeover
Make the business initiatives the basis for the IT budget
Financial
revenue growth HC
$$
Cost Reduction HC
$$
Channel Rationalization HC
$$
Customer
Customer Relationship Mgmt HC
$$
Loyalty and Retention HC
$$
Online Marketing HC
$$
Process Improvements
Cycle Time Reduction HC
$$
Supply chain management HC
$$
Employee Services HC
$$
Strategic Business Initiatives
Gerographic Expansion HC
$$
M&A HC
$$
Shared Infrastructure
Network Engineering HC
$$
Voice HC
$$
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LOOK BetterLOOK Better
IT’s Brand
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Your Personal Brand and the Brand of ITYour Personal Brand and the Brand of IT
Your Language
Your Behaviors
Your Team
Your Help Desk
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True storyTrue storyEmail Message from IT:
SUBJECT: New IT Service Agreement
In order to serve you better the IT
department is no longer accepting
phone calls.
Please submit tickets via the email
and web interface.
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Your Help Desk is 90% of your BrandYour Help Desk is 90% of your Brand
� Do a shift on your help desk regularly
� Be a user of your help desk regularly
� Make sure your systems let your people serve users
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Let the Business Create the ServicesLet the Business Create the Services
� “Submit a ticket” – UGH!
� Understand Business Peaks
� Let them define the service
� Let them choose the names
� Let them choose the measures
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CONNECT BetterCONNECT Better
Relationships & Support
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Build RelationshipsBuild Relationships
� No Technology Required
� Know your stakeholders
� What keeps them up at night
� Communicate/translate
� Eat and Drink
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Stakeholders: LOB LeadersStakeholders: LOB Leaders
� Pitted against them by definition.
� Never enough money to go around
� Stiff-armed?
� Don’t get pushed out.
� Set IT priorities together tied to their business
� Get them ratified
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Key Internal Stakeholders Key Internal Stakeholders –– THE CEOTHE CEO
UnderstandUnderstand� Pet Issue(s) (email!)� Wall Street� Revenue Growth� Profit� Industry Changing/Leading� Expectations of IT
DODO� Simple messages� BRIEF communications� Clear value props� Budget aligned with business
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Key Internal Stakeholders Key Internal Stakeholders –– THE CFOTHE CFO
UnderstandUnderstand� Friend or Foe?� Effectiveness “opinions”
DODO� Show efficiencies� Good Stories for wall street� Build a personal relationship
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Reduce Risk & Go FasterReduce Risk & Go Faster
Management WorkshopsManagement Workshops� Get IT Business-Ready
Leadership DevelopmentLeadership Development� Help your leaders Step-up
SpeakingSpeaking� Educate and Motivate your team on Business Value
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Summary: Credibility ActionsSummary: Credibility Actions
Do BetterDo Better� Think like a General Manager� Execute better on what counts most
LOOK BetterLOOK Better� Be a translator� Use the language of business initiatives� Build IT’s Brand� Improve your help desk
Connect BetterConnect Better� Let the business create & name the services� Build Relationships
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Azzarello Group ResourcesAzzarello Group Resources
CIO Survival Guide:Building Credibility for IT
CIO’s: AzzarelloGroup.com/CIOs
EMAIL: [email protected]
BLOG: AzzarelloGroup.com