HDI 2012 Presentation: It is No Longer About the Delivery of Magic Behind Closed Doors

BREAKFAST BRIEFING13: IT IS NO LONGER ABOUT THE DELIVERY OF MAGIC BEHIND CLOSED DOORS

Robert E Stroud CRISC CGEITTim Rochte

—For IT, it is no longer about the delivery of magic behind closed doors. The focus is changing, and business technology management is a rising star. With BTM, you are moving truly into the service industry, delivering IT-enabled business value by focusing on the service and its delivery. You can no longer hide behind rules that say “no.” You must alter your posture to say “yes,” while focusing on the risks involved and effectively communicating with and empowering the business to accept risk where appropriate, and mitigate it where it is not.

BREAKFAST BRIEFING13: IT IS NO LONGER ABOUT THE DELIVERY OF MAGIC BEHIND CLOSED DOORS

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Robert Stroud serves as the vice president of innovation and strategy on the Service & Portfolio Management team at CA Technologies.

Following a four-year term as a vice president with ISACA International, Robert serves on the ISACA Strategic Advisory Council, is a chair for the INSIGHTS 2012 World Congress, and serves on the ISACA ISO Liaison Taskforce. Robert formerly served on the itSMF International Board as treasurer, director of audit, standards, and compliance, and the ISO liaison to multiple working groups. He is a social media leader, author, and blogger, and a highly regarded public speaker.

Robert E Stroud CGEIT CRISCVice President, Strategy & Innovation CA Technologies


Tim Rochte is currently the product marketing manager for the Nimsoft Service Desk. He has twenty years of experience in technology marketing and strategy in the United States and Europe. In those twenty years, he has held product marketing and management roles for IT service management products at CA Technologies, Remedy/BMC, a remote device monitoring startup, and others.

Tim is certified in ITIL Foundations and has spoken at events around the world, including user groups, analyst meetings, and industry conferences.

Tim RochteSr. Principal Product Marketing Manager, Nimsoft

HDI 2012. Copyright © 2012 CA. All rights reserved.

The Problem


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. Copyright © 2012 CA. All rights reserved.

the world is transitioning

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mailto:[email protected]

CIOs are living with a “new normal”

2003 - 2008 2008 - 2009

Recession

New Normal

Business Demand for IT outstrips capacity & resources

Complexity Slows Productivity

Growing Alignment Gap

IT Budget decisions under greater scrutiny

New Normal

IT Service Supply and delivery options have multiplied

Pressure for shorter cycle times

(60-80% of budget spent keeping lights on)

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creating capacity for

growth

creating engine for

growth

structured evaluation and alignment of new ideas and investments

optimization of existing assets, resources, services and applications

Fundamental Questions for the CIO:

•What value are we getting from this service?

•Are we meeting the service levels we need to run my business successfully?

•How much does that service cost us?

•Can we deliver this project on time and in budget? Do I have the right resources?

•Should we buy or build?

•What should we move to the cloud?

•How are we accelerating the cycle time from idea to delivery?


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What are the obstacles to this today?

— Investments aren’t prioritized: Rationalize which services /apps to keep, terminate, migrate to cloud.

— IT costs aren’t transparent: Pressure to explain how spending relate to biz objectives

— Demand is fragmented: No way to repeatedly capture, prioritize, align.

— IT value metrics lack context: Lots of siloed technical performance data

— New relationships are emerging: complex supply chain of vendors, contracts and business agreements


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Step 1: Get the Basics Under Control

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—Core process support−Skip the ITIL arms race

—Get it under control−Don’t settle for unmanaged processes

—Measurable performance to business needs−Make sure that you agree on business needs−Deliver to them

Focus on what delivers value


“How do you manage a whole fleet?”

— Incident Management−“I’ve run out of fuel and can’t

finish my route.”

—Knowledge Management−“Where can I buy the lowest

cost fuel in my area?”

—Problem Management−“I keep running out of fuel.”

—Change Management−“I need new tires.”

—Configuration Management−“What size/type tires do I need?”

—Request Management−“I’d like to add some fuzzy dice…”

—Service Level Management−“I get the packages by 9am”

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—Leverage vendor provided best practices−Time to Value

—Don’t develop custom solutions−Lifetime TCO

—Just because you are IT doesn’t mean you should run the systems−SaaS/ITMaaS

—Multi-tenant solutions−One size doesn’t have to fit all

Do it efficiently


—Unified view on IT Management−Essential Service

Management and Monitoring in one

—SaaS delivery−Don’t manage the manager−Benefit from constant

upgrades

—Configuration, not coding−Adapt to business without

becoming a developer

New way


Step 2: Move On To Lead The Business

Business Service Insight empowering the OCIO

Portfolio Strategistmake smart portfolio decisions • Cloud Decisions• App Portfolio Mgt• Unified Demand Mgt

Investment Manageralign investments with business priorities• Budget Planning• Bill of IT

• Cost Management

Service Brokermanage relationships and strategic sourcing Cloud Sourcing Vendor / Contract Mgt Performance Benchmarks

Office of the CIO

Common Goals Common Currency Common Language

focus on capability!

Business Service Innovation

Portfolio Management Financial Management Relationship Management

Demand Management Budgeting and Forecasting Performance & Benchmarking

Investment Management Cost Management Contract Management

Resource & Capacity Planning Billing & Chargeback Vendor Management

Service Operations

Service Desk Management IT Asset Management Automation

Change Management License Management Release Management

Request Management Asset Intelligence Process Automation

Incident & Problem Management Discovery Configuration Automation

Infrastructure Management


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make smart

portfolio

decisions

Business Service Innovation empowering CIOs to manage the business aspects of their IT supply chain and communicate value in business terms.

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you can.

manage

relationships and

strategic sourcing

improve cost

transparency &

build trust

The Business Value ChainInsight….Investments….Innovation

Thank You

HDI 2012Code Word: CA/Nimsoft

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HDI 2012 Presentation: It is No Longer About the Delivery of Magic Behind Closed Doors

Technology

ca technologies

service cost

stroudca

2011 ca confidential

april 2012robert

vice president

closed doors

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