Technology Management- A CIO Perspective Tom Gill

CIO Perspective - Agenda People make it happen Process is key Technology enables transformation There are challenges! Q&A

People – IT Roles Project Manager Business Analyst Business Intelligence Analyst Data Scientist App Developer Dev Ops Engineer Database Administrator (DBA) System and Storage Administrator Network Engineer Information Security Analyst Service Desk Engineer

People – IT Partnerships With business unit and business functional leadership With every end user With external suppliers and customers With strategic IT vendors

People – CIO Leadership Chief Information Officer – typically a Vice President CIO provides the strategy, direction and resources to IT team and business CIO should then empower CIO is there to help “steer” projects and personally assist when needed

Process – Consistent IT Process is Critical Projects methodology - Globally consistent business case, phase definitions and deliverables are important to project execution Support - Consistent support models help reduce incident and problem frequency and response time System configuration - Common WW client system image and support process ensures employee uptime and productivity Standards – Adoption of ITIL may help depending on maturity and size of organization

Process – IT Facilitates Business Process Transformation Business process change is a partnership between Business Analysts and process stakeholders Processes include quote to cash, procure to pay, hire to retire, etc. Stakeholder roles include WW process owners, process leads and change champions Enterprise architecture helps make most efficient use of resources Essential to avoid “departments gone wild” Reduces redundancy Ensures scalability and security Drives process and system integration including single source of truth

Process – IT Governance Focuses on Highest Return on IT Investment Demand for new IT systems and services exceeds budget and human capital Thousands of solutions and great ideas Every investment needs a business case Problem to be solved Solution alternatives Cost / benefit calculation – ROI Tough prioritization decisions are made regularly IT strategy follows business strategy!

Technology – Common Apps Enterprise Systems SAP Oracle Emerging cloud solutions Sales, customer support and Marketing – Salesforce.com a leader Collaboration and productivity Microsoft Office, Sharepoint and Skype Google Apps Hundreds of other departmental apps

Technology – IT Infrastructure Network components include WAN, LAN, WiFi and Internet enabled with switching, routing, firewalls and access points – Cisco is a leader Data center solutions include compute capacity, storage, virtualization – Dell, EMC, NetApp and VMWare are leaders. New storage vendors are emerging Cloud services are ubiquitous Software as a Service, Platform as a Service and Infrastructure as a Service Salesforce.com is an early entrant for SaaS – thousands have followed Amazon, Rackspace and Google are leaders for PaaS and IaaS Audio Visual has become a key IT service area including trade show Kisoks, conference room tech, auditorium and virtual meetings support a distributed global workforce

Technology - Devices BYOD vs. company provided Laptops and Macs Smartphones keep us connected and help with balance Tablets have unique use cases Event and trade show kits

CIO Perspective - Challenges Demand for services exceeds supply – governance and tough decisions are needed Pressure to spend within budget and meet spending benchmarks Information security and protection of intellectual property, customer and employee information Globally consistent processes and systems “Shadow IT” roles and activities Hiring and retaining talented people!