Gar.MacCriosta@gmail.com

@aspiringarc

Are you tired of PITY?  

Conquering PITY - Dealing with Performance IT anxietY �

Using IT Assessments �

Agenda: Conquering PITY – Performance IT anxietY�

•  Know which assessment is right for you •  Learn about JTBD •  Understand where ITCMF help

IT Assessors, IT Assesseess Interested Parties& FACILITATOR & GUIDES: manage the process & help Have fun doing it!

Everyone participates no-one dominates No invalidation if you have a different idea share it Don’t be afraid Be active & alert

1.  Mick Callan Intro 2.  GMC Intro 3.  Review the agenda 4.  Conquering PITY 5.  Quick Poll 6.  Meet the characters 7.  JTBD 8.  WORKSHOP 1 9.  IT Assessments Overview 10.  ITCMF Primer & HowTo 11.  WORKSHOP 2 12.  Q&A / Close

Over the past 4 years I’ve been watching patterns emerge�

River,  clouds,  boat,  me  

everywhere I look organizations are grappling with�

Complexity Confusion

Complicatedness

“The Real Battle is against ourselves against our complicatedness”

Yves Morieux  

Organizations dealing with this often turn to an IT Assessment �

Hmm  IT  Assessment    is  the  way  to  go?  We’ll  see  

the conversation started like this�

Yes  of  course….  but  what    job  are  you  trying  to  do?  

Can  we  meet  Tuesday  to    discuss  the  ‘job’  further?    

Job    -­‐  what  does    he  mean  job?    

Hi  do  you  do    IT  Assessments?    

“All things truly wicked start from innocence.”

Ernest Hemingway  

On the one hand I was really excited to get to work with this company�

On the other hand… I had bitter memories�

I’ve seen orphaned assessments, cast away unloved�

HOME FOR OLD ASSESSMENTS

I was scarred by this experience�

I resolved never to let this happen again�

There was no way I was going to leave YADD* �*Yet Another Dusty Document’�

I also did not want to cause a Assessment related accident �

Or induce another powerpoint related coma�

Please I beg you no more!

Suffering from PITY �Performance IT anxietY �

anxious, confused, scared

??  ? ?

CALL    0800  4ASSESS    

NOW!!!  

Does this sound familiar?�

QUICK POLL �

1.  How  many  people  are  thinking  about  doing  an  assessment  in  the  next  3  months?    

2.  How  many  know  what  kind  of  assessment  they  will  undertake?  3.  How  many  people  know  the  outcomes  they  want  to  achieve  from  

the  assessment?  

I expect •  hi-quality •  cost-effective

IT Services  

THE BUSINESS EXPECTS�

e2e digitization�experience is everything �

THE INFLUENCERS�

revenue generation�

shared services �

optimize biz process �

customer experience �

digitize e2e �

oversee operations �

THE GOALS�

some background … the Future of the CIO�

Peter Weill �MIT CISR �Chair & �Snr Research Scientist �

Stephanie Woerner�MIT CISR �Research Scientist �

Jeanne Ross�MIT CISR �Director & �Principal Research Scientist �

http://cisr.mit.edu/locker/WeillWoernerMISQE2013FutureofCIO.pdf �http://cisr.mit.edu/blog/documents/2012/08/16/2012_0801_customer-facingdigitization_woernermcdonaldweill.pdf/�

Joe �‘order-taker’�

John�‘facilitator’�

Tony�‘optimizer’�

Angela�‘experience-shaper’�

1508 CIOs - 60 Countries �

44%� 36%� 10%� 10%�

let’s meet the characters�

‘Joe’�IT Services (Order Taker) CIO �Managing IT Organization�INFRA | APPS | PROJECTS �Concerns: Cost, Risk, Service levels ��

44%�

Performance Measure �

Mixed overall performance �Lower return on equity�

Increase sales from existing products �Increase price competition �

& impact on profitability�

‘John’�Embedded (Facilitator) CIO �Business Strategy�INFRA | APPS | PROJECTS �Concerns: Non-IT focused�process optimization, new product/service dev �reg. compliance, risk, investment prioritization��

36%�Performance Measure �

Better ROIC �

‘Tony’ �Enterprise Process (Optimizer) CIO ��External focus, customer oriented�CUSTOMERS | SUPPLIERS | USERS | EMPLOYEES | GOVERNMENT�Concerns: Relationship management, alignment ��

Performance Measure �Profitability (net margin %) �10%�

‘Angela’�External Customer (Experience-shaper) CIO �External focus, customer oriented�CUSTOMERS | SUPPLIERS | USERS | EMPLOYEES | GOVERNMENT�Concerns: Shaping services, creating experience, vertical integration��

Performance Measure �Innovation �

(sales from new products / 3 years) �10%�

JTBD Adapted from https://medium.com/the-job-to-be-done/replacing-the-user-story-with-the-job-story-af7cdee10c27 Alan Klement

“People don’t want to buy a quarter-inch drill. They want a quarter-inch hole!”

Theodore Levitt

PEOPLE HIRE PRODUCTS & SERVICES

TO DO JOBS FOR US

IMPORTANCE OF

JTBD  

SATISFACTION WITH

GETTING JOB DONE  

UNMET NEEDS =

SWEET  SPOT  

JOBS REMAIN VALID OVER TIME.

WHAT CHANGES IS THE SOLUTION PEOPLE USE TO GET IT DONE

⇒ THE PRODUCT/SERVICE

DOES NOT CREATE THE JOB

JOB STORIES

WHEN_________________    I  WANT  TO  _________________  SO  I  CAN_________________  

SITUATION/CONTEXT   MOTIVATION/FORCE   EXPECTED  OUTCOME  

For example: �When I’m starting a new IT strategy, I want to know how good my IT organization is, so I can plug the holes .��When all of my money is tied up in ‘Run the business’, I want the board to approve a bigger budget so I can invest more in transformation initiative.��When my job is under threat, I want to show how good I am, so that I don’t have to go look for a new one.�

JTBD IT ASSESSMENT�When I’m starting a new IT strategy, I want to know how good my IT organization is, so I can plug the holes .�When I start in a new organization, I want to know what I’ve inherited, so that I can begin to plan.�When I’m looking to the future, I want to know if I have the right mix of people, so that I can train, hire o fire�When I’m about to undertake a major initiative, I want to know if we have the ability to deliver, so that I can set expectations.�When I don’t know where the money is going, I want to find the money sucking pits, so that I can �When I get asked why I need more money, I want to be able�When I need more budget, I want to show how good we are to the c-suite�When I don’t get listened to, I want to get a seat & a voice at the big boy table, so that I can educate the c-suite�When the CFO is cost-cutting and looking at alternate sourcing, I want to show what value for money we are, so that I can retain control �When no-one knows how things work and I have to rely on key people, I want standardise and normalise the process, so that I can get control �When I need to know what’s under my management, I want data on all of my assets (licencing, usage, lifecycle) so that I can manage my portfolio �When I’m asked to “tighten my belt”, I want to know where I can save money, so that I can put a cost-cutting plan together �When I want to show off how good we are, I want to compare against peers and others in the indsutry, so that I can showcase�When I don’t get enough money to do what I know we need to do, I want to show the CFO that he’s under investing, so that I can justify a larger investment �When I’m about to acquire or merge with another organization, I want to know what I’m buying or merging with, so that I’m not surprised�When I need a stick to beat the CIO with, I want some to show what a terrible job they are doing, so that I can lever them out ��

IMPORTANCE OF

JTBD  

SATISFACTION WITH

GETTING JOB DONE  

UNDER SERVED  

OVER SERVED  

“It isn't that they can't see the solution. It is that they can't see the problem.!”

Gilbert Chesterton

WORKSHOP 1 �

1.  Break  into  pairs  (someone  you  don’t  work  with)  &  introduce  yourself?    -­‐1  minute  

2.  Get  a  coffee  or  tea  –  3  minute  3.  Review  a  JTBD  interview    4.  Spend  10  minutes  (each)  conducfng  a  JTBD  interview  5.  Capture  as  many  JTBD  as  you  can  and  post  them  6.  Map  the  jobs  to  the  characters  

THE LAST TIME �

1.  When  did  you  last  buy  an  assessment?  2.  Where  were  you?  3.  What  fme  of  year  was  it?    4.  What  was  the  weather  like?  5.  Was  anyone  else  with  you  when  you  decided?  6.  How  did  you  purchase  the  assessment?  7.  Did  you  buy  anything  at  the  same  fme?  

FINDING THE FIRST THOUGHT�

1.  When  did  you  first  realize  you  [needed  something  to  solve  your  problem]?  

2.  Where  were  you?  3.  Were  you  with  someone?  4.  What  were  you  doing,  or  trying  to  do  when  this  happened?  

BUILDING THE CONSIDERATION SET�

1.  Tell  me  about  how  you  looked  for  a  product  to  solve  your  problem.  

2.  What  kind  of  solufons  did  you  try?  Or  not  try?  Why  or  why  not?  

BE CURIOUS ABOUT EMOTION�

1.  Did  you  ask  anyone  else  about  what  they  though  about  the  you  were  about  to  make?  

2.  What  was  the  conversafon  like  when  you  talked  about  purchasing  the  product  with  your  <boss/spouse/friend/peers>?  

3.  Before  you  purchased  did  you  imagine  what  using  the  product  would  be  like?  Where  were  you  when  you  were  thinking  this?  

4.  Did  you  have  any  anxiety  about  the  purchase?  Did  you  hear  something  about  the  product  that  made  you  nervous?  What  was  it?  Why  did  it  make  you  nervous?  

IT ASSESSMENTS�

BUSINESS  CAPABILITY   IT  CAPABILITY   IT  PROCESS  

AUDIT,  STANDARDS  &  CONFORMANCE  

ANALYST/BENCHMARK   COMPETENCE  

NEXT  TIME  J  

•  Governance  ISO  38500  •  Project  management  ISO  21500:2012  •  Service  management  ISO  20000  •  Informafon  security  management  ISO  27000  •  Risk  management  ISO  31000  •  Records  management  ISO  15489  •  Systems  and  sosware  engineering:  applicafon  management,  sosware  life-­‐cycle  processes,  system  life-­‐cycle  processes,  architecture  descripfon  ISO  15504  

•  Business  confnuity  and  disaster  recovery  ISO  22301  •  Energy  efficiency    ISO/IEC  JTC  1/SC  39  •  Quality  ISO  9000  

Sosware    Process    Improvement  and    Capability    Determinafon  

Managing IT Like a Business

Managing the IT Budget

Managing the IT Capability

Managing IT for Business Value

ITG IT Leadership & Governance FF Funding & Financing EAM Enterprise Architecture Management TCO Total Cost of Ownership

BPM Business Process Management BGM Budget Management TIM Technical Infrastructure

Management BAR Benefits Assessment & Realization

BP Business Planning PPP Portfolio Planning & Prioritization PAM People Asset Management PM Portfolio Management

SP Strategic Planning BOP Budget Oversight & Performance Analysis KAM Knowledge Asset Management

DSM Demand & Supply Management RAM Relationship Asset

Management

CFP Capacity Forecasting & Planning RDE Research, Development, &

Engineering

RM Risk Management SD Solutions Delivery

AA Accounting & Allocation SRP Service Provisioning

ODP Organization Design & Planning UTM User Training Management

SRC Sourcing UED User Experience Design

IM Innovation Management� PPM Program & Project Management

SAI Service Analytics & Intelligence SUM Supplier Management

SICT Sustainable ICT CAM Capability Assessment & Management

EIM Enterprise Information Management

Each critical capability has five levels of

maturity:

hvp://www.ecfassessment.org/en/3/e-­‐cf  

WORKSHOP 2 �

1.  Form  groups  of  5-­‐7  (someone  you  don’t  work  with)  &  introduce  yourself?    -­‐1  minute  

2.  Get  a  coffee  or  tea  –  3  minute  3.  Discuss  &  map  JTBD  to  Assessments  –  10  minute  4.  Capture  how  they  link  

capability + targeted maturity = value “A guide for Smart Architects”

I was basking in the glory of a major project success

the world was my crustacean

I met some serious people they told me I needed to grow up

They explained that lot’s of people were sick

some were really sick

the illness was good at hiding itself, people were affected in many different ways

I started to wonder, was I sick?

most patients self-diagnose…

I knew self-medication was the most common approach

I tried some mainstream options

I tried some alternative therapies

All my vendors tell me cloud is the answer…

but what if I don’t know what the question is?  

I decided that more invasive procedures were needed

BPO

but nothing worked, what should I do?

I realized that my efforts were in vain

I knew I needed a real diagnosis

Step 1 - Diagnosis

On a leafy campus in Kildare a team was working to crack the IT genome

Their goal… to change the way IT is managed

Managing IT Like a Business

Managing the IT Budget

Managing the IT Capability

Managing IT for Business Value

ITG IT Leadership & Governance FF Funding & Financing EAM Enterprise Architecture Management TCO Total Cost of Ownership

BPM Business Process Management BGM Budget Management TIM Technical Infrastructure

Management BAR Benefits Assessment & Realization

BP Business Planning PPP Portfolio Planning & Prioritization PAM People Asset Management PM Portfolio Management

SP Strategic Planning BOP Budget Oversight & Performance Analysis KAM Knowledge Asset Management

DSM Demand & Supply Management RAM Relationship Asset

Management

CFP Capacity Forecasting & Planning RDE Research, Development, &

Engineering

RM Risk Management SD Solutions Delivery

AA Accounting & Allocation SRP Service Provisioning

ODP Organization Design & Planning UTM User Training Management

SRC Sourcing UED User Experience Design

IM Innovation Management� PPM Program & Project Management

SAI Service Analytics & Intelligence SUM Supplier Management

SICT Sustainable ICT CAM Capability Assessment & Management

EIM Enterprise Information Management Increasing maturity improves IT’s

ability to deliver on key business priorities

Each critical capability has five levels of

maturity:

What is IT-CMF?

Step 2 – Get assessed so I got checked out

they gave me a full health scan

I looked something like this

How sick was I?

   

Step 3 – Go Deeper

they needed to go deeper

I feared for what I would find

…and I found BPM Business Process

Management

“Did you ever stop to think, and forget to start again?”

A.A. Milne

But I didn’t know where to start

THE QUESTION? what was I trying to be when I grew up?

If I could be anyone who would I be?

What’s my DNA?

Source:  Osterwalder,  Pigneur  Business  Model  Generafon  

What do I do?

INTEGRATED

STANDARDISED

UNIFIED

REPLICATED

COORDINATED

Business Process Standardization

Busin

ess

Proc

ess

Inte

grat

ion

Source:  Ross,  Weill,  Robertson,  Enterprise  Architecture  as  Strategy:  Crea4ng  a  Founda4on  for  Business  Execu4on  

DIVERSIFIED

Where should I focus?

What challenges am I facing?

Now I am ready for any challenge!

but there will always

be pe0ple

So I wondered where else would this help me?

?

pre-habilitation

"Please consult a physician before conducting this or any other exercise program."

I want to get off the vicious merry-go-round

BAR

PPP

FF

EAM

TIM

SD

SRP

PM

I want to outsource?

EAM FF PPP SUM

Mergers & Acquisitions

EAM PPP

I want to standardise?

EAM

I want to be in the cloud?

EAM

I want to be agile?

EAM

BAR UED

SD

I want to innovate?

UED

SD

RDE

I want a strategy?

CAM

I want to be digital?

CAM UED

SD

RDE

EAM

Managing IT Like a Business

Managing the IT Budget

Managing the IT Capability

Managing IT for Business Value

ITG IT Leadership & Governance FF Funding & Financing EAM Enterprise Architecture Management TCO Total Cost of Ownership

BPM Business Process Management BGM Budget Management TIM Technical Infrastructure

Management BAR Benefits Assessment & Realization

BP Business Planning PPP Portfolio Planning & Prioritization PAM People Asset Management PM Portfolio Management

SP Strategic Planning BOP Budget Oversight & Performance Analysis KAM Knowledge Asset Management

DSM Demand & Supply Management RAM Relationship Asset

Management

CFP Capacity Forecasting & Planning RDE Research, Development, &

Engineering

RM Risk Management SD Solutions Delivery

AA Accounting & Allocation SRP Service Provisioning

ODP Organization Design & Planning UTM User Training Management

SRC Sourcing UED User Experience Design

IM Innovation Management� PPM Program & Project Management

SAI Service Analytics & Intelligence SUM Supplier Management

SICT Sustainable ICT CAM Capability Assessment & Management

EIM Enterprise Information Management

Each critical capability has five levels of

maturity:

ITCMF helped me understand

Now I target therapies to remediate problems

SD  

BPM  

ITG  

Priority  1  IT  Leadership  &  Governance  Business  Process  Management  Solu=on  Delivery  

PPM  

EIM  

KAM  

Priority  2  

UTM  

ODP  

IM  

FF  

Organisa=onal  Design  &  Planning  Enterprise  Informa=on  Management  Innova=on  Management  Program  &  Project  Management  Knowledge  Asset  Management  User  Training  Management  Funding  &  Finance  Capacity  Forecas=ng  &  Planning  CFP  

Importance  

Maturity

 Gap

 

How are you feeling?

“If I have the belief that I can do it,

Capability + Maturity = Value

I shall surely acquire the capacity to do it   even if I may not have it at the beginning.”  

IT-CMF is an industry standard framework to measure and improve IT maturity

Non-profit, open innovation consortium with membership from leading industry IT end-users, vendors, consulting firms, government, non-profit and academic organizations

www.ivi.ie  

•  tested with 300+ CIOs  •  holistic view of maturity •  helps CIOs and senior IT decision-

makers •  industry benchmark & trends •  provides a holistic view of maturity •  85+ organizations worldwide

“To 'choose' dogma and faith over doubt and experience is to throw out the ripening vintage and to reach greedily for the Kool-Aid.” Christopher Hitchens  

Anti-Pattern: Prediction Predilection�Our predilection for prediction and the certainty of uncertainty�

Based on those

assumptions

Of course

“The idea that the future is unpredictable is undermined every day by the ease with which the past is explained.”

Daniel Kahneman  

Anti-Pattern: Beware Consultants Bearing Assessments �& Ready-made Remedies�

What the…

contact me – gar.maccriosta@gmail.com follow me - @aspiringarc link me in - http://ie.linkedin.com/in/garmaccriosta find out more – www.ivi.ie