Sara Garrison, Senior Vice President IT, Sabre Holding

Connecting people with the world’s greatest travel possibilities.

Confidential | For Internal Distribution Only | v4

Sara GarrisonSVP, Sabre Holdings

February 2009

Can Resilience and Fundamentals Sustain Growth of IT?

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“Building”(Playing to WIN)

Typical Success Strategies1.Customer Focused/Value-Added “Star” Strategies2.Products/Services3.Service Quality4.Delivery/Speed/Response5.And Lots More

“Building”(Playing to WIN)

Typical Success Strategies1.Customer Focused/Value-Added “Star” Strategies2.Products/Services3.Service Quality4.Delivery/Speed/Response5.And Lots More

“Cutting”(Playing Not to LOSE)

Typical Financial Strategies1.Cost Cutting2.Reorganize3.Business Process Reengineering (Waste)4.Layoffs/Selloffs (These are “necessary but not sufficient.”)

“Cutting”(Playing Not to LOSE)

Typical Financial Strategies1.Cost Cutting2.Reorganize3.Business Process Reengineering (Waste)4.Layoffs/Selloffs (These are “necessary but not sufficient.”)

News Around the WorldDoom and Gloom in the Economy: A Climate for Change

Need forchange

VISION

Business Renewal

#1 Today– Cost Cutting– Efficiencies

(Turn arounds)“Bailing Out”

(Competitive Advantage)

“Rowing Forward”

Hang-in(Preserve)

#2 The Future– A Strategic Plan–

Effectiveness

Two Renewal Strategies:

1.Cost Cutting

2.Building a Future Vision

Two Renewal Strategies:

1.Cost Cutting

2.Building a Future Vision

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Building to “WIN”

Creating Anew

Building to “WIN”

Creating Anew

Playing Not to LOSE:

Back to the Basics

Playing Not to LOSE:

Back to the Basics

The IT Imperative: A Climate for Change

Need forchangeNeed forchange

BuildingAnew

BuildingAnew

Hang-in(Preserve)

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Fundamentals of IT:

Every IT Shop Has The Same Goal:

How do we “deal” with these fundamentals?

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Back to the Basics“Concentrating on What Matters” to Achieve Bigger, Better, Faster, Cheaper

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Technology Trends: Back to the Basics

• Everything Old is New Again …

• Parts are parts

• Tools are tools

• Goals are goals

– And the goals still are Bigger, Better, Faster, Cheaper

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IT: Back to the Future

• It’s déjà vu all over again!

• Technologists seldom experience “véjà du,” the eerie feeling that you’ve done this before

• SOA is not new. Many successful enterprise applications were built this way.

• BPM, ESB, SOAP, UDDI, WS-*, XML and other acronyms help, but technology alone has never been the solution to enterprise problems

• The acronym that is often the solution is EBITDA

• Services exist within a larger enterprise context, and they must conform to and support that context… relevant

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Where Are We Right Now? Building To Win

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Technology Trends: We’re in the FutureIndustry Wide…

Compulsive communication

Personalization

Localization

Globalization

Payments

Environmental awareness

“I see your lips moving, but all I hear is ‘Blah, blah, blah.’”

Semantic Technology “Talk to me.”

“Yes, it’s all about me.”Augmented Reality User Interface

“No matter where you go, there you are.” Social Software

“No matter where you go, everybody’s there.” Context Aware Computing,

Ubiquitous Computing, Cloud Computing, Virtualized

“I won’t pay for anything, but I’ll pay for nothing.”

“Putting the ‘green’ in ‘greenbacks.’”

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Value Map: Total “Package” Perspective – To Create Customer Value (Both Products and Services Combined)

1. CoreCommodity(Cost Only)

2. Brand(Tangible)

3. Total Product/Service (Intangible)

4. Total ServiceManagement (Unanticipated)

5. “The Experience”

Upscale

Themes Gambling

Feelings Thrills

Beauty All Senses

Speed/Response

Customer Is Always Right

Org.-Wide Customer Support

Moment of Truth Empower- ment

CommunicationsCustomerOwnership

Efficient CustomerProcess

TotalCost

Attitude/Feelings

Follow-Up Service

Recovery Strategy

Ease of DoingBusiness

Percep-tion

Customer Service

Install

DeliveryEnvir.

Responsibility

Warranty

Packaging

Augment

Credit

Reputation

Choice

Features

Style/Package Envir. Sensitive

ConvenienceSafety

Reliability

Quality-Product-Service

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Creating Customer Value: Disruptive Technology By Analogy…

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Creating Customer Value: Disruptive Technology By Analogy…(cont.)

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Can Resilience and Fundamentals Sustain Growth of IT?

• Yes….. “bigger, better, faster, cheaper…” (playing not to lose)

• RELEVANT to be sticky with customers (building to win)

Connecting people with the world’s greatest travel possibilities.

Confidential | For Internal Distribution Only | v4