Achieving IT MaturityFrom Survival to Success

March 23, 2016

#16NTCitmaturity

Johan Hammerstrom

President & CEOjhammerstrom@communityit.com@hammerstromj

Matthew Eshleman

CTOmeshleman@communityit.com

@meshleman

Housekeeping

• Collaboration noteshttp://po.st/itmaturity-16NTC

• CFRE CreditsNFR – 1.5

Agenda

• Defining IT Maturity• Improving IT Maturity• Planning IT Success

Information= Asset

http://commons.wikimedia.org/wiki/File:Modern_warehouse_with_pallet_rack_storage_system.jpg

Agenda

• Defining IT Success• Achieving IT Success• Planning IT Success

What is IT success?

Too often defined by failure…• Data loss

• Applications don’t work

• Systems unavailable

• Frustration

• Lost productivity

What is IT success?

How do you define it?

How have you seen it defined?

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Power of Framework

Helpful Frameworks• ITIL (formerly the IT Infrastructure Library)

• Gartner Infrastructure & OperationsMaturity Model

ITIL - Services Oriented Approachdefinition

An IT service is one or more IT systems that enable a business process or function.

ITIL - Services Oriented Approachpurpose

The role of the IT department is to create value for the rest of the organization through the implementation and maintenance of IT services.

0-Survival1-Awareness

2-Committed

3-Proactive4-Service Aligned

5-Business Partnership

GartnerInfrastructure & Operations MM

0-Survival1-Awareness

2-Committed

3-Proactive4-Service Aligned

5-Business Partnership

Gartner IOMM

Management Capability

Busin

ess

Alig

nmen

t

Quadrant

Management Capability

Busin

ess

Al

ignm

ent Managed

Aligned

Disconnected

Unmanaged

Quadrant

Managed

Aligned

Create ValueSerendipity

Dysfunction Cost CenterDisconnected

Unmanaged

Infrastructure & Operations MM• Level 0 – Survival

Little to no focus on IT infrastructure and operations.

• Level 1 – AwarenessRealization. Begin to take action.

Infrastructure & Operations MM• Level 2 – Committed

Move to a managed environment. Basic, day to day process. Basic customer service.

• Level 3 – ProactiveGain efficiency through standardization, governance, and policy.Refine process.

Infrastructure & Operations MM• Level 4 – Service Aligned

Aligned with overall business objectives.Deliver consistent and competitive services.

• Level 5 – Business PartnershipFocused on innovation. Increasing value of entire organization (not just IT services).

0-Survival1-Awareness

2-Committed

3-Proactive4-Service Aligned

5-Business Partnership

Gartner IOMM

Management Capability

Busin

ess

Alig

nmen

t

Define IT success as…• IT is a resource for the organization

• IT is an enabler not a hindrance

• Technology builds capacity

Agenda

• Defining IT Success• Achieving IT Success• Planning IT Success

1) Assign Governance2) Establish Management3) Build out IT Department4) Prioritize needs!

Basic Steps

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Management

Governance

ITDepartment

Hold the IT Department accountable for creating business value for the rest of the organization through IT services.

Governance

Ensure that the IT department creates value for the rest of the organization through the implementation and maintenance of IT services.

Management

Management

Governance

Key Relationship

• CFO/COO owns their role

• Board makes IT a priority

• Regular meetings & planning

• Reporting & key metrics

Good Governance

Good Governance

How do you define it?

Where have you seen it done well?

IT Governancecannot

be outsourced

• Understands business needs

• Understands value of IT and investments

• Can communicate/advocate value and ROI

• Basic management skills…not necessarily technical skills

Good Management

Changing Nature of IT

Good Management

How do you define it?

Where have you seen it done well?

4 Roles of IT Department

Resolve IncidentsFulfill Service RequestsProvide Access

Network HealthAutomationEngineering

Project MgmtChange MgmtUser Adoption

PlanningBusiness AlignmentInformation SystemsIT

Department

4 Roles of IT Department

Help DeskEngineering

PMOCIOIT

Department

Agenda

• Defining IT Success• Achieving IT Success• Planning IT Success

Org Strategy Org Goals for IT IT Goals

Enterprise Architecture

for ITIT

Scorecard

Planning Process

Business Continuity

Reporting

Compliance

Automation/efficiency

Culture

Ongoing Support

Usability

Mobile Access

Cost

Requirements / Business Needs

Planning Framework• Recognize that IT Is not Monolithic

• IT is not just the IT department

Planning FrameworkQ1 Q2 Q3 Q4 Total

Run - OperationsGrow - ProjectsTransform - New Initiatives

Planning FrameworkYear 1 Year 2 Year 3 Year 4 Year 5

Run - OperationsGrow - ProjectsTransform - New Initiatives

Planning

Successful• Matching IT spend with Org

initiatives

• Budgeting for replacements

• Including IT as part of strategic planning

Sacrificial• Program centric budgeting

• Deferring investment in the name of cost savings

• IT making due

Components of a successful plan• Rolling IT initiatives that are aligned with

the organization’s goals

• Budget to support those goals

• Method to incorporate feedback and course correct

Q&A

Please complete surveyCan be found in both the mobile app and on

the website listinghttp://po.st/7SKMDU

Contact Uswww.communityit.com

jhammerstrom@communityit.commeshleman@communityit.com