IT Trends & Service Management

9/23/103/18/15

JERRY LUFTMAN Ph.D.

[email protected] www.globaliim.com

IT Trends & Service

Management

mailto:[email protected]

http://www.globaliim.com/

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Biz

Env

ET

Oldtech

Customer Focus

Governance

HR

Skills

Value

Metrics

Interdependent

World

Sourcing

Models

Natural

Disasters

Wars

Security

Terrorism

SMAC

IoTRobotic

Process

Automation

(Cognitive

Computing) BYOI

ALIGNMENT

TECHNOLOGY

ECO

SYSTEM

Revenue

/ Profit

6 IT HEADLINES

1. Intensifying Business Attention To IT:• Swiftly Reducing Business Expenses & Generating Revenue

• SMAC, IoT, 3D Printing, & Security

5. Evolving Role of the CIO

2. Budgets, Hiring, Salaries Increasing Cautiously

4. 80% of Budgets Domestic;

Offshore Outsourcing on the Rise

6. IT Business Alignment Remains Essential

3. % of Budget trend • > Things

• < People

BIGGEST

HEADLINE

December 2014

IT IS RESHAPING GLOBAL MARKETS

WHILE RESHAPING ITSELF

AS IT BECOMES THE BUSINESS

State of IT Sourcing &

Talent Management

Pervasive & persistent complaints from IT leaders:

their people do not have the right competencies

they have job openings but cannot find people with the

right skills

Run the

Business

(Back Office)

Grow the

Business

(Front Office)

Optimize IT

Co Adapt with

Customers

Clients

Transform the

Business

EVOLVING ROLE

OF THE CIO

What

How

What’s Needed

What’s Possible

Service Provider

Innovator

Enabler Driver of Revenue

CONTINENTS REPRESENTED

n=2,552Africa, 66, 3%

Asia, 226, 9%

Europe, 801, 31%

North America, 1,175, 46%

Latin America, 132, 5%

Australia, 152, 6%

INDUSTRY REPRESENTATION (%)

N=2,552

13.84%

10.93%

10.28%

10.22%

8.54%

8.28%

7.89%

6.40%

4.66%

4.14%

3.10%

3.04%

2.39%

2.20%

2.07%

2.01%

0.00% 2.00% 4.00% 6.00% 8.00% 10.00% 12.00% 14.00% 16.00%

Financial services / real estate / insurance

Business professional services

Aerospace / defense

Auto / industrial manufacturing

Education

Hardware / software / networking

Public sector / non profit

Healthcare

Wholesale / retail/ trading

Media / entertainment / travel and leisure

Telecommunication

Pharmaceutical / biotechnology / life sciences

Food beverages consumer packaged goods

Chemicals / energy / utilities

Transportation / warehousing

Construction

MOST IMPORTANT IT MANAGEMENT

CONCERNS/ISSUES TO YOUR ORGANIZATION

New: IT Time to Market, IT Value Proposition in the Business, & Innovation

Note: IT Cost Reduction is out of TOP 15 (first time!), is now 23

2014

Alignment of IT and/with the Business 1

Business Agility 2

IT Time to Market* 3

Business Cost Reduction/Controls 4

Business Productivity 5

Security/Privacy 6

2014 2013 2012 2011 2010 2009 2008 2007 2006 2005 2004

Alignment of IT and/with the Business 1 1 2 1 3 2 1 2 1 1 1

Business Agility 2 2 3 2 2 3 13 17 7 5


Business Cost Reduction/Controls 4 3 1 4 1 1 7 4

Business Productivity 5 4 1 4 1 1 7 4

Security/Privacy 6 9 8 7 9 9 8 6 3 2 3

Business Continuity/Disaster Recovery 7 8 6 5 3 6

Time-to-Market/Velocity of Change 8 7 3 2 2 3 13 17 7 5

IT Value Proposition in the Business* 9

Innovation* 10

Infrastructure Capability 11 1

Revenue Generating IT Projects 12 2 9 9 6 8 17

Business Process Management 13 6 4 3 3 4 18 15 11 5 10

Globalization of IT 14 7 17 13 10 15

Change Management 15 13 11 11 11 14 6 7 3 2 3

2014

Alignment of IT and/with the Business 1

Business Agility 2


Business Cost Reduction/Controls 4

Business Productivity 5

Security/Privacy 6

Business Continuity/Disaster Recovery 7

Time-to-Market/Velocity of Change 8

IT Value Proposition in the Business* 9

Innovation* 10

Infrastructure Capability 11

Revenue Generating IT Projects 12

Business Process Management 13

Globalization of IT 14

Change Management 15

YOUR ORGANIZATION’S LARGEST/MOST SIGNIFICANT

IT INVESTMENTS

2014

Analytics/Business Intelligence 1

Application/Software Development 2

Data Center/Infrastructure3

Cloud Computing (SaaS, PaaS, IaaS)4

Enterprise Resource Planning (ERP) 5

Customer relationship management (CRM) 6

Big Data7

Security/Cybersecurity8

Workflow Tools9

Integration (previously EAI/EAM)10

20142013 2012 2011 2010 2009 2008 2007


1 1 1 1 1 2 2


5 4



2 2 3 5 17


4 3 2 3 3 14 6

Customer Relationship Management (CRM) 6

3 5 5 9 13

Big Data7

7 18


16 15 28 7 11 8

Workflow Tools9

9 7 8 7 7


11 16 9 18 5 12 32

Networks/Communications 11

10 8 11 9 10 11

Disaster Recovery12

Collaboration Tools13

Customer/Corporate Portals14

8 9

Virtualization16

15 17 7 12 7 2

Legacy Applications17

Employee Portals18

20 34 20 14 22

Outsourcing IT19

Innovation/Disruptive Technologies20

Continuity Planning21

13 11 14 4 6 3 4

Consumer Oriented Devices22

36

2014






Customer Relationship Management (CRM) 6

Big Data7


Workflow Tools9


Networks/Communications 11

Disaster Recovery12

Collaboration Tools13

Customer/Corporate Portals14

Virtualization16

Legacy Applications17

Employee Portals18

Outsourcing IT19

Innovation/Disruptive Technologies20

Continuity Planning21

Consumer Oriented Devices22

PERCENTAGE OF REVENUE

ALLOCATED TO IT BUDGET

4.7%

3.3%

3.9%

5.8%

8.1%

6.4%

3.6%

10.9%

5.8%.5,8% 6.1%

4.9%

6.3%

5.6%

.5,6%

5.6% 5.4%5.0%

5.5% 5.2%5.5%

9.27% 9.38%

4.8%

5.3%

5.9%5.5%

0%

2%

4%

6%

8%

10%

12%

Global Africa Asia Europe NorthAmerica

SouthAmerica

Australia

2010 2011 2012 2013 2014

Latin

6.0% Avg. of

yearly averages

IT BUDGET TRENDS

61%

47%

27%

34%

55%

40%

53%56%

45%

18%

28%

22%

30%27%

35%

21% 20%

30%

21%

25%

51%

36%

18%

26% 26%24% 25%

0%

10%

20%

30%

40%

50%

60%

70%

2007 2008 2009 2010 2011 2012 2013 2014 2015

Increase No Change Decrease

Projected

2015

Projected 2014

PEOPLE

Employees/Internal Staff:

Domestic

19.5% 17.1%

Offshore 10.9% 9.9%

Outsourced Services/Contractors:

Domestic

6.8% 16.9%

Offshore 7.1% 10.5%

Consulting Services 6.1% 6.6%

50.4% 61.0%

THINGS: HARDWARE,

SOFTWARE, FACILITIES

In-house - domestic 12.7% 15.9%

In-house – offshore 11.9% 5.4%

Outsourced - domestic 12.8% 7.3%

Outsourced - offshore 12.2% 10.4%

49.6% 39.0%

ALLOCATION OF IT BUDGET

Growing % to things vs. people

2015

Projected 2014 2013 2012 2011 2010 2009

Average

people

v.

things

PEOPLE

Employees/Internal Staff:

Domestic

19.5% 17.1%

30.4% 21.0% 31.0% 43.0% 39.0%Offshore 10.9% 9.9%

4.2% 11.0% 5.0% 3.0% 4.0%Outsourced Services/Contractors:

Domestic

6.8% 16.9%

8.7% 10.0% 9.0% 7.0% 8.0%Offshore 7.1% 10.5%

3.9% 8.0% 3.0% 5.0% 4.0%Consulting Services 6.1% 6.6%

7.2% 10.0% 11.0% 10.0% 12.0%

50.4% 61.0% 54.4% 60.0% 59.0% 68.0% 67.0% 59.2%

THINGS: HARDWARE,

SOFTWARE, FACILITIES

In-house - domestic 12.7% 15.9%28.3% 22.0% 30.1% 32.0% 33.0%

In-house – offshore 11.9% 5.4%3.7% 2.0%

Outsourced - domestic 12.8% 7.3%10.5% 13.0% 10.9%

Outsourced - offshore 12.2% 10.4%3.2% 3.0%

49.6% 39.0% 45.6% 40.0% 41.0% 32.0% 33.0% 40.8%

Does this look like a trend?

Does this look like a trend?

Domestic 83% 85% 76%

% IT BUDGET FOR OFFSHORE

OUTSOURCING (PEOPLE/THINGS)

8.5%

7.1%

11.0%

3.0%

5.0%

4.0%3.3%

4.0%4.2%

1.7%

0%

2%

4%

6%

8%

10%

12%

2014201320122011201020092008200720062005

5.2%

Avg. of

yearly

averages

PERCENT OF CLOUD-BASED SERVICES

0%

6%

5%

0%

0%

46%

6%

43%

20%

18%

25%

13%

0%

20%

7%

7%

8%

11%

13%

0%

9%

7%

2%

4%

3%

13%

0%

4%

0%

6%

4%

5%

0%

0%

4%

7%

0%

19%

11%

25%

23%

14%

0%

7%

4%

8%

13%

0%

5%

7%

7%

3%

3%

0%

0%

4%

0%

2%

2%

10%

0%

0%

3%

7%

2%

1%

5%

0%

0%

2%

21%

41%

31%

18%

25%

31%

30%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Africa

Asia

Europe

North America

Latin America

Australia

Global

0%

0-2%

2-4%

4-6%

6-8%

8-10%

10-20%

20-30%

30-40%

40-50%

>50%

SKILLS FOR THE 21st

CENTURY

BUSINESS/MANAGEMENT

Finance

Project Management

Industry

Strategic Thinking

INTERPERSONAL

Communications

Teams

Adaptability

Morals/Ethics

Broad General Skills

Deep Technical Skills

• SMAC

• JAVA/C#

• IT Architecture

• SW Engineering

• IoT

• 3D Printing

• Security

• -Ref: GIIM, ACM, IBM, SIM, Gartner,

EU Commission, PWC…

% IT BUDGET ALLOCATION

FOR EDUCATION/TRAINING

3.09%

12.10%

2.65%

3.23%

12.10% 12.10%

7.92%

4.34%

2.34%2.87%

4.34% 4.34%

3.38%

6.65%

3.44%

4.68%

6.65%6.65%

4.87%

2.35%

3.02%

2.12%

3.95%

6.67%

1.25%

3.23%

0%

2%

4%

6%

8%

10%

12%

14%

Africa Asia Europe North America Latin America Australia Global

2009 2010 2011 2012 2013 2014

3.09%

12.10%

2.65%

3.23%

12.10% 12.10%

7.92%

4.34%

2.34%2.87%

4.34% 4.34%

3.38%

6.65%

3.44%

4.68%

6.65%6.65%

4.87%

2.35%

3.02%

2.12%

3.95%

6.67%

1.25%

3.23%

0%

2%

4%

6%

8%

10%

12%

14%

Africa Asia Europe North America Latin America Australia Global

2009 2010 2011 2012 2013 2014

4.52% Avg.

of yearly

averages

54

SKILLS & EXPERIENCES MOST

IMPORTANT (RANKING)-CIO

Africa Asia Europe

North

America

Latin

America Australia Global

Change Management 1 6 3 10 2 9 1

Leadership 5 14 1 1 11 31 2

Business Analysis 7 5 2 9 6 14 3

Communication (oral) 29 2 9 5 7 15 4

Budgeting 13 11 7 12 3 13 5

Decision Making 30 8 4 4 12 32 6

People Mgt/Relationships 28 16 5 2 25 21 7

Collaboration/Teamwork 4 1 8 6 26 33 8

Emotional Intelligence 31 13 13 7 18 5 9

Analytics/statistics 37 10 6 21 1 18 10

Accounting/Finance 12 15 21 17 4 4 11

Strategic Planning 11 23 20 3 39 2 12

User Relationship Mgt 2 3 11 27 8 19 13

Managing Expectations 26 32 16 11 19 7 14

Communication (written) 20 9 28 15 9 16 15

Delegation 21 7 22 14 28 11 16

Problem Solving 10 28 29 15 13 25 17

Software Testing 18 37 10 33 17 1 18

System Thinking 6 36 18 33 21 6 19

Ethics/Tolerance 8 22 34 29 14 8 20

SKILLS & EXPERIENCES MOST IMPORTANT

(RANKING)-MID LEVEL HIRES

Africa Asia Europe

North

America

Latin


Collaboration with others/teamwork 20 5 6 1 1 14 1


Technology Architecture 1 1 5 18 14 11 3

User relationship management 4 14 1 19 32 15 4


Change Management 10 6 2 13 20 6 6

Functional area knowledge 21 18 10 6 4 3 7

People management/relationships 8 15 12 2 21 17 8

Accounting/Finance 12 2 4 32 36 1 9

Problem Solving 30 26 13 3 12 25 10

Decision Making 22 9 20 9 6 18 11

Technical knowledge 40 27 30 4 5 26 12

Analytics/statistics 13 3 9 23 7 19 13


Innovation 3 20 21 14 15 4 15

Project Management 23 31 26 8 37 9 16

Honesty/credibility 5 16 29 10 8 37 17


Leadership 31 32 22 17 3 10 19

Project Leadership 32 24 32 11 11 23 20

SKILLS & EXPERIENCES MOST IMPORTANT

(RANKING)-NEW IT HIRES

Africa Asia Europe

North

America

Latin


Technical Knowledge 1 2 1 1 1 1 1

Problem Solving 4 5 2 3 4 5 2

Collaboration with others/teamwork 18 9 10 2 2 4 3

Functional area knowledge 5 3 3 4 3 3 4

Technology Architecture 2 1 8 15 17 13 5



User relationship management 6 11 5 9 6 7 8

Systems analysis and design 3 14 9 11 13 14 9

Analytics/Statistics 20 6 7 21 8 8 10

Budgeting 10 10 6 32 9 6 11

Innovation 7 18 14 6 5 15 12

Change management 28 12 11 19 21 9 13



Data Base 21 7 18 31 30 19 16

Decision Making 11 13 37 23 25 10 17

People management/relationships 9 27 27 12 31 20 18

Project Management 40 36 13 13 26 11 19

Integration 22 29 15 18 7 17 20

TARGET PARTICIPANTS

The sweet-spot for our 4-course certificates are IT professionals

with 10+ years of experience; high potential employees that are

advancing in their careers. We also offer shorter programs for

senior IT and non-IT executives, to help them understand how to

leverage IT in their organization.

IT Management

Certificates

32

For additional information contact us at:

• [email protected]

• See our web: http://www.globaliim.com/

Each GIIM Certificate is comprised of 4 courses.

All courses are flexible/scalable based on the

target audience.

All courses follow leading international

accreditation agency (e.g., AACSB, EFMD,

AMBA, NSCHBC, NBA, ABET, Middle States

Association) standards and expectations (e.g.,

European e-Competence Framework), and all are

flexible/scalable based on the target audience.

1. IT Foundation Certificate: (Mini MBA)

Leadership in Business IT Management

Executive Certificates

2-10. IT in Industry (e.g., Finance, Pharmaceutical,

Healthcare, Manufacturing/Engineering, Telecom,

Government, Petroleum, Hospitality,

Transportation, Marketing)

11.IT for the Non-IT Executive

12.IT Human Resource Considerations

13.IT Management Consulting14.Business Process Management

15.Supply Chain Management

16.Managing IT Legal Issues

17.Managing IT Vendors & Outsourcing (also for non-IT)

Technical Leadership Certificates

18.Deploying Analytics (Big Data, Business Intelligence)

19.Managing Data as an Asset

20.Managing Cloud Computing

21.IT Infrastructure Integration

22.IT Security Management

23.Social Business/Networking, Mobile Computing

24.Project Management25.Software Engineering

26.Technology Enabled Learning

27-28 IT Career Change (Technical & Legacy Systems)

General Management Certificates

29.Effective English Business Communications

30.Non-IT Marketing Certification (CMMP®)

31.IT Marketing Certification (CMMP®)

32.IT Business/Management Considerations (e.g.,

finance, organizational behavior, accounting, statistics, economics, leadership, service thinking)

mailto:[email protected]

http://www.globaliim.com/

SERVICE THINKING: DISCOVERING INNOVATIVE OPPORTUNITIES

Faculty: Jeff Saperstein, Hunter Hastings

The trend towards services is increasing in virtually all countries. We all live in a service economy and a digital economy that are

driving entirely new platforms for the delivery of new services, and disrupting more traditional forms. The next wave of innovation is

arriving: cognitive computing (often referred to as robotics process automation), the application of artificial intelligence in machines

that can learn and emote, and will augment human capabilities in ways we have not yet imagined, yet will soon experience.

This course focuses on how organizations can transition to be more service-centric rather than product or IT centric. Participants will

learn how to help their organization define, select, and adopt new service offerings through a strategic framework that will enable

them to discover innovative opportunities. The course objectives include:

• understand and apply Service Thinking concepts and language

• understand the role of the co-creating the customer experience in Service Thinking

• understand techniques for service improvement

• be able to take your organizations problems/opportunities and develop new ideas and solutions that you can apply

• recognize the importance of integrating the emerging technologies supporting these initiatives

Service Thinking is the set of principles, methods, and tools for the application of science, management, and engineering

principles to services - tasks that the organization performs for others. Service Thinking guides the transition of the organization that

occurs when the business focus is on the customer’s experience. Service Thinking addresses questions such as how to:

• develop and improve co-creation with customers and become “an intelligent listener”.

• recognize design gaps in the service systems of the industry that can provide innovative opportunities.

• leverage the core competencies of the organization for services transformation.

• build a service offering that integrates specialists who can improve the end-to-end customer experience for efficient excellence.

• use application platform integration to create a Global Mobile and Social System that can exponentially grow the business at

reduced costs.

• balance scarce resources for running, transforming and innovating your business as a standard operational procedure for

continuous improvement.

• develop metrics that can validate the customer and employee experience to better gauge the effectiveness of the initiatives

than simple transactional measures.

• improve your career prospects through developing competence in Service Thinking.

Upon successful completion of this course, participants will receive certificates of completion for Service Thinking issued by GIIM and

ISSIP, a professional association co-founded by IBM, Cisco, HP and several Universities.

WRONG

WRONG

RIGHT

RIGHT

PRACTITIONER

ACADEMIC

IMPLICATIONS OF ACADEMIC-

PRACTITIONER CONSISTENCY

Students prepared

75% Academia gets the blame!!!

The next

move is

yours

IT Trends & Service Management

Presentations & Public Speaking

Transcript of IT Trends & Service Management