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SESSION 503 Thursday, April 14, 11:15am - 12:15pm
Track: Executive View
The Rapid Evolution of IT Culture Brad Paubel VP Internal Customer Tech, Maritz [email protected] Michelle Stirnemann Senior Manager IT, Maritz [email protected]
Session Description The world is rapidly changing, and where technology is concerned, it;s intensifying. Technology is becoming simpler and more people-friendly, where customers of IT are now able to do things they previously weren’t able to do on their own. Gone are the days when the customer had to do business with IT. We’re truly in the age of the customer, which means we need to refocus our efforts on ease of technology, ensuring that it’s seamless, automated, and streamlined. More importantly, we need to focus on the experience we provide for our customers and their perception of us. Find out how in this session.
Speaker Background Brad Paubel is a VP of internal customer technologies with more than fifteen years of experience working in IT operations. He’s a passionate, forward-thinking, and innovative leader who drives positive change and success. An ITIL Expert, Brad is a visionary who leads by example to support organizations on their culture journey, ensuring success for the future.
Michelle Stirnemann is a passionate artist, leader, and IT professional. With more than twenty years of experience in IT, Michelle’s approach to management and IT will help you positively influence the perception of your organization and your people. She’s a transformational leader who defines and drives cultures that meet the changing demands of the marketplace.
Agenda
How did “IT” get this way?
How do we change?
The new “IT”
Questions
Thought Starters
The world is rapidly changing, and where technology is concerned, it is intensifying. The ways in which our services are being provided are being commoditized.
How Did IT Get This Way?
It is all about Perception
We got caught up in ourselves and our own importance
Hmmmmmm?
The outside world is changing making it easer for consumers
Those same consumers are our customers. They are expecting the same experience at work, that they get at home
The way people use technology is shifting. Those who used to follow our direction are now listening to their customers and taking simpler technologies to them – without us
The perception: hard to deal with, friction based, department of “No!”
Gone are the days where the business has to use IT’s services
DO WE BECOME EXTINCT?Do not compete
NO…WE ADAPT!• Become service management
providers• Act as a broker
• Facilitate/combine/enhance/innovate/develop apps
Choice – The New IT
Redefine How IT Offers Services – Change Our Focus
IT IS THE AGE OF THE CUSTOMER …As with any consumer based company the customer is dictating the direction
Make our customers want to do business
with us, not because they have to
CUSTOMERS ARE LOOKING IN NEW DIRECTIONS…
Not because our technology is bad but the perception of it is easier, less friction
Ease of technology should be seamless for the customer,
automate and streamline as much as possible
Gone are the days where the business has to use IT’s services
It’s your choice
• Victim: Feel like the change is forced on them, there is nothing they can do and they often actively resist the change.
• Survivor: will go along with the change, but they don’t really “help.” They feel disengaged and aren’t active participants in creating the new future.
• Navigator: Are more active, give feedback, and help create/participate when asked.
• Co-creator: are very active, go above and beyond and help recruit and support others.
The Village and the Sledgehammer
• Village = Focus on the Management then the people – To achieve and succeed in the new IT culture, it’s imperative to focus
on management. Many times in IT, gifted technical people are promoted into leadership roles. We’re now asking IT management to truly manage people and not base success solely on tactical approaches from old IT.
• Move to a perception based performance management – Sledgehammer = Honesty and directness is the key– Gone are the days of the stereotypical rude IT geek. Resolving our
customers’ issues is a given; what they’re looking for now is an experience. We need to partner with them, really listen to them, sell and provide services simply, and be responsive and flexible.
• Move to Service based organization– This change is about transforming from technology-focused
organizations to a consultative, service-based, customer-focused organizations. It is no longer all about the technology; it’s about partnership and solutions, where technology becomes transparent and unobtrusive.
People
• Retain strategic, innovative people
– Some technical resources will leave
• Train and hire with a focus on reducing friction, customer service, and becoming a service-oriented / business-driven IT … Dev Ops
New Roles Emerge
• Business relationship mgr.• Service engineer• Automation architect• Financial specialist• Service-oriented jobs
Innovators
Some Roles Diminish
• System administrator • Network administrator• Storage administrator• Database administrator• Tech-oriented jobs
Sustainers
Change Now
• Shift from technology to service… IT become IS
• Focus on the soft skills – Perception based Performace
• Look outside your company for solutions to complement
• Be a broker of services
• Bring together life, career, work
• Give customer the experience they expect… when?
Be the CHANGE…Not the CHANGED
JOIN THEREVOLUTION!
After interviewing thousands of CEOs, HR Directors, and business 0wners, I heard one common denominator:
“We can teach skills, but don’t have the time or energy to turn a negative, unhappy attitude into a happy, willing, creative, and productive worker.”
They’re right. That has to start with YOU.
-Connie PodestaRedefining Happiness
Top Takeaways
The outside world is rapidly changing and where technology is concerned. It has intensified. The way in which we provide our services is being commoditized.
This change is about transforming from a technology focused organization to a consultative, service-based, customer-focused organization. It is no longer about just the technology. It is now about partnering and solutions in which "technology" becomes transparent and unobtrusive.
To remain viable, we need to focus on those things that can never be commoditized, such as knowing our customers, being a trusted advisor and anticipating their needs. This will bring the true value back to IT.
Roadmap
Start with automations that will free up your employees time, and reduce your customer friction. This will allow employees time to adapt to the new culture and build critical relationships with the customers.
Ensure your performance management program is based on perception. Value the experience and how things are done, not what is done. Keep the lights on, become table stakes.
Develop values and management training program to re-train leadership on a service based, sales organization. Change to a soft-skill focus, re-training staff and focus on hiring for these skills. Managers should be people managers.
Ensure relationship development is key for your employees with your customers. The closer that relationship becomes, the more you will be able to provide value to your customers. Sell the experience, the people … not the what.
The Future of IT- Service manager provider- Broker of services- Consultant / partner
Thank you for attending this session.
Please don’t forget to complete a session evaluation!
Brad Paubel
http://bit.ly/linkedin-brad http://bit.ly/linkedin-michelle
Michelle Stirnemann
http://bit.ly/innovation-hdi
