technology business management_7.13
DESCRIPTION
TRANSCRIPT
What, Why, How and
the state of the industry
Joel A Manfredo Managing Director, Acies Consulting 11-Jul-2013
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Background
What is TBM
Why TBM
The move to ITaaS
Questions & Answers
Technology Business Management
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Background
Gartner Trends
10 Critical Tech Trends For The Next Five Years 1. Organizational entrenchment
and disruption 2. Software-defined networks 3. Bigger data and storage 4. Hybrid cloud services 5. Client and server architectures 6. Internet of things 7. IT appliance madness 8. Operational complexity 9. Virtual data centers 10. IT demand
Top 10 Strategic Technology Trends For 2013 1. Mobile device battles 2. Mobile applications & HTML 5 3. Personal Cloud 4. Internet of Things 5. Hybrid IT and Cloud Computing 6. Strategic Big Data 7. Actionable Analytics 8. Mainstream In-Memory
Computing 9. Integrated Ecosystems 10. Enterprise App Stores
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Background
Source: “Building the IT Brand: Impacting the Front Office and Beyond”, Meehan & McMullen, Gartner Executive Programs, October 2011
…
Source: 37 Signals, Feb., 2011
Source: ComputerWeekly.com, August 2012
Background
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Background
Source: “CIO Business Vision”, Info~Tech Research Group, Jun 2013
1. Understand Business Satisfaction with the IT Satisfaction Scorecard
2. Demonstrate Business Demand with the IT Capacity Scorecard
3. Manage Business Stakeholders with the Stakeholder Satisfaction Scorecard
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Technology Business Management
Definition A practical, applied discipline for maximizing the value of the IT services investment portfolio by enabling technology leaders and their business partners to collaborate on business aligned decisions.
Relying on transparency, TBM defines a foundation for managing supply and demand by enabling financial and performance trade-offs needed to optimize run-the-business spending and improve change-the-business investments.
Focused On Running IT As A Business
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The TBM Council
COLLABORATE Create a network of technology executives who are passionate about the Council’s mandate and will openly share their points of view and key learnings
EDUCATE Synthesize, publish and promote a cross-industry framework and practical tools used to establish TBM as a professional management discipline
BENCHMARK Create openly available benchmarks for technology leaders to assess their adoption of the TBM framework and work products
TBM Council Mission:
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“To serve equally our members and our profession by synthesizing TBM best practices into a professional and recognized discipline for technology leaders.”
TBM Framework TBM Summits
The TBM Council
CIOs Establishing TBM as Standard
TBM Book
TBM Framework
TBM Index
TBM Summits
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TBM Framework
Developed by TBM Council board and principal members Emphasizes optimization of investment portfolio (Run the Business vs. Change the Bussiness)
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TBM Disciplines
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How can we use transparency to alter behavior and drive cost and quality trade-off decisions with our business partners?
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What adjustments can we make to our organization to more effectively manage the supply and demand of our services?
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2
How can we get meaningful perspectives of our technology costs, investments, capacity and performance?
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How can we confidently translate business expectations into an accurate technology plan, in turn safely reducing excess capacity?
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How do I create and sustain a performance-driven culture that continuously improves value delivery.
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Find the TBM Index at http://bit.ly/TBMindex
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TBM Disciplines
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How can we continuously improve the unit cost of our technologies and services while keeping cost and quality in proper balance?
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How can we better focus our time and resources on the services, applications, technologies and vendors that drive the most value?
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How can my business partners and I be sure that we’re investing enough in the right projects and services?
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How can we enable our business to “pivot” more quickly to differentiate offerings, exploit market-driven innovations, and capitalize on new opportunities?
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OVERARCHING GOAL: Optimize run-the-business costs and better fund change-the-business investments.
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Find the TBM Index at http://bit.ly/TBMindex
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TBM Index
Number of Responses Questions
Weighted Scores
Level 1 Level 2 Level 3
Foundation 14 4.3 8.6 10.0
Understand / Benchmark 6 5.7 15.7 20.0
Transparency 3 4.0 14.7 20.0
Planning 7 8.9 17.1 20.0
Optimize Cost 6 .8 4.6 5.0
Rationalize Portfolios 5 1.8 3.8 5.0
Innovate 4 1.3 4.4 5.0
Transform 4 .8 3.1 5.0
Culture 4 3.5 9.5 10.0
Total 53 <31.2 <81.6 >=81.6%
Based on the scoring model, organizations can be classified as Level I, II or III maturity:
Level I: 0-31.1% Organizations with some services defined/published, GL-based cost management, basic allocation of costs, annual baseline budgeting, etc.
Level II: 31.2%-81.5% Those with some higher-level services defined/published, mostly GL-based cost management, more advanced allocation of costs, annual budgeting with quarterly or monthly forecasting and reviews, etc.
Level III: 81.6%-100% Those with complete portfolio of services defined/published, more mature costing of services, consumption-based allocation to
business partners, demand-based budgeting, service choices, etc.
Scoring Approach
Scores are captured by industry
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TBM Index
61%
50%
52% 69% 64% 40% 36% 47%
69%
Average Scores (Large Companies)
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TBM Index
61%
50%
52% 69% 64% 40% 36% 47%
69%
Average Scores (Large Companies)
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Another Way of Looking at TBM
Engineering & Operations
Deliver and support products and services on-time and on-quality
Sales / Account (Business
Relationship) Management
Work with customers to understand their needs, position the right products/services and ensure their success
Marketing (Office of the CIO)
Understand your market, define your unique value proposition and strategy
Product Management
(Service Owners)
Define and manage products/services to
profitably satisfy customer needs
Finance
Enable effective resource planning and governance to meet business goals and objectives
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Primary Driver behind TBM
Nine times in ten, CIOs tell us their biggest reason for adopting TBM is the need to free up resources for innovation.
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Support the
Business
CEO’s Hierarchy of IT Needs
Does Not Crash
Does Not Embarrass
Does Not Cost Much
Keeps Business Happy
Extends Into New Businesses
Creates New Industry Define New Frontier
Expand the
Business
Get Fundamentals
Right
Increases Revenue
Optimize Business
Processes Decreases Costs
Increases Efficiency
CIO’s Innovation Sweet Spot
Source: Innovation Strategy & Mandate Workshop Overview, Info~Tech Research Group, Jun 2013
The CIO and Innovation
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IMPORTANT
Source: “Determining the Right Level of IT Operational Spending”, Gartner EXP, October 2012
How much Money?
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Two Major Problems
Components and Communication
But what if the customer wants…
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Transparency
Gartner
Source: “Key Concepts in IT Financial Management: Funding, Costing, Pricing and Chargeback”, Gartner April 2012
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Chargeback or Show-back: Allocation Methods
Basic Allocation methods: Subscription
Allocation
Usage
Source: “Key Concepts in IT Financial Management: Funding, Costing, Pricing and Chargeback”, Gartner April 2012
Transparency
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Transparency
Chargeback or Show-back: Strengths & Weaknesses
Source: “Key Concepts in IT Financial Management: Funding, Costing, Pricing and Chargeback”, Gartner April 2012
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Transparency
Chargeback or Show-back
Source: “Make a Smooth Transition to Service Pricing”, Gartner June 2012
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Transparency
Chargeback or Show-back
Source: “The Strategic Road Map for IT Service Optimization”, Gartner November 2012
process-optimizing, and then, service-optimizing
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Gartner
Source: “The Strategic Road Map for IT Service Optimization”, Gartner November 2012
IT as a Service
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Source: “The Strategic Road Map for IT Service Optimization”, Gartner November 2012
IT as a Service
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Service Pricing
What does internet access cost? Hardware: •Redundant Firewalls •Redundant Routers •Redundant Core Switches •IPS / IDS Hardware
•Monitoring (Orion) Servers •Content Filtering Appliances •Content Filtering Report Servers •DNS Servers
Software: •Firewall Security Software licensing
•Content Filtering Software licensing & Report Services
•Orion Monitoring Software licensing
•DNS Software (Unix and Wintel)
Data Center Facilities Contracts: •Redundant Internet Service Providers:
1.TW Telecom
2.VPLS (this is a fail-over service) •IPS / IDS monitoring Service
•Redundant WAN Circuit Contracts
•Redundant Firewall Maintenance Contract (HW and SW) •Redundant Routers Maintenance Contract HW and SW)
•Redundant Core Switches Maintenance Contract HW and SW) •Content Filtering Maintenance Contract •County ARIN IP and BGP AS Services
Depreciation: •Firewalls - Hardware and software Depreciation associated •Routers - Hardware and software Depreciation associated •Core Switches - Hardware and software Depreciation associated •Monitoring - Hardware and software Depreciation associated •Content Filtering - Hardware and software Depreciation associated
Other CEOIT Services: •Contracts & Procurement Management •Resource Management •Financial and Cost, Budget Analysis •Billing Processing
Labor: •Network Engineering Labor •Security Engineering Labor •Availability Management Analysis •Capacity Management Analysis •Incident Management (Service Desk) •Change Management •Management
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Service Pricing
What does internet access cost? Hardware: •Redundant Firewalls •Redundant Routers •Redundant Core Switches •IPS / IDS Hardware
•Monitoring (Orion) Servers •Content Filtering Appliances •Content Filtering Report Servers •DNS Servers
Software: •Firewall Security Software licensing
•Content Filtering Software licensing & Report Services
•Orion Monitoring Software licensing
•DNS Software (Unix and Wintel)
Data Center Facilities Contracts: •Redundant Internet Service Providers:
1.TW Telecom
2.VPLS (this is a fail-over service) •IPS / IDS monitoring Service
•Redundant WAN Circuit Contracts
•Redundant Firewall Maintenance Contract (HW and SW) •Redundant Routers Maintenance Contract HW and SW)
•Redundant Core Switches Maintenance Contract HW and SW) •Content Filtering Maintenance Contract •County ARIN IP and BGP AS Services
Depreciation: •Firewalls - Hardware and software Depreciation associated •Routers - Hardware and software Depreciation associated •Core Switches - Hardware and software Depreciation associated •Monitoring - Hardware and software Depreciation associated •Content Filtering - Hardware and software Depreciation associated
Other Services: •Contracts & Procurement Management •Resource Management •Financial and Cost, Budget Analysis •Billing Processing
Labor: •Network Engineering Labor •Security Engineering Labor •Availability Management Analysis •Capacity Management Analysis •Incident Management (Service Desk) •Change Management •Management
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Service Description
Service Catalog
Internet Service Provider
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Service Costing
Service Pricing
Direct
Indirect
Service Cost
What are some of the types of costs in each “bucket”?
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Service Costing
eBay example: Digital Service Efficiency http://dse.ebay.com/
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IT as a Service
eBay example: Digital Service Efficiency http://dse.ebay.com/
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TBM Council
Status
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Questions and Answers