Steve Willems Vice President IT Solutions Group – Be The Match Adjunct Program Instructor

1. Steve Willems Vice President IT Solutions Group – Be The Match Adjunct Program Instructor

2. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Build and maintain a robust infrastructure. • Manage projects and portfolios effectively. • Ensure partnerships within the IT department and with the business. • Develop collaborative relationships with external partners.

3. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Inventory Existing Skills • What technical skills do you have? • What non-technical skills are needed? (page 20)

4. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Plan Your Workforce • What technical skills do you need now and in the future? • How will you solve the gap?

5. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Clarify Titles, Roles and Responsibilities • What are the differences between levels? • What is my career path?

6. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Evaluate Meaningfully • What are your goals currently and in one, three and five years? • What are your greatest strengths? • What are your greatest weaknesses? • What skills do you hope to acquire?

7. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Recognize and Compensate High Performance • Salary • Bonus payment • Recognition in front of peers • Increased responsibility • Assignment of company-critical tasks • Motivation Survey

8. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. Please rank the following from 1 to 10, in the order of importance to you. One being most important ___ Clear, Positive Communications ___ Development Opportunities ___ Rewards and Recognition ___ Positive Co-Worker Relations ___ Fair Treatment ___ Effective Management ___ Challenging Work ___ Flexible Work-Family Policies ___ Job Security ___ A Voice in the Job Process

9. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Help Plan Employee Careers • Technical / Management Career Tracks • Mentor / Coaching Opportunities

10. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Assess IT Culture • …the set of beliefs, values, and norms, together with symbols that represents the unique character of an organization, and provides the context for action in it and by it. • Read it AND See it

11. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Train • Provide marketable skills

12. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Retain the People You Want • GE – Top 20%, High-Performing 70%, Bottom 10% • Nine Box • What’s the consequence of not dealing with low performers?

13. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Recruit the People You Need • New skills • New experiences • New ideas

14. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Connecting IT’s People Work with Its Greater Company Role • Partnership with HR • Line of Sight

15. Five Principles of World Class IT • Build and Maintain a Robust IT Infrastructure • Create an Infrastructure Roadmap

16. Five Principles of World Class IT • Build and Maintain a Robust IT Infrastructure • Maximize Systems’ Up-Time • What gets measured improves • False perceptions might actually exist • Information Technology Infrastructure Library (ITIL) • Find the root cause • No repeat “problems”

17. Five Principles of World Class IT • Build and Maintain a Robust IT Infrastructure • Maintain Your Infrastructure • Age, Availability of Supporting Skills, Reliability, Alternatives, Interdependency, Cost to Replace, Risk to Keep, Timeline to Replace

18. Five Principles of World Class IT • Build and Maintain a Robust IT Infrastructure • Plan Infrastructure Retirement • Life Cycle Management

19. Five Principles of World Class IT • Build and Maintain a Robust IT Infrastructure • Security • Threats – Natural disaster, Network Attacks, Viruses, MalWare, Fraud, Competitor espionage, Portability of data • Numerous Mandates – SAS70, SOX, PCI, HIPAA, HITECH

20. Five Principles of World Class IT • Build and Maintain a Robust IT Infrastructure • Development and Test Disaster Recovery and Business Continuity Plans • RPO / RTO • Critical Systems • Critical Processes • Communication

21. Five Principles of World Class IT • Build and Maintain a Robust IT Infrastructure • Improve Your Service Desk • The Face of IT • Proper tiering/triage of requests • Categorize Requests • Service Level Agreements • Use Metrics to “fix” perception • Allow Self-Help

22. Five Principles of World Class IT • Manage Projects and Portfolios Effectively • Generate Ideas • Not only senior managers have ideas • Ideas aren’t thought of once a year

23. Five Principles of World Class IT • Manage Projects and Portfolios Effectively • Prioritize • Strategic Fit • Cost benefit analysis • Project interdependency • Qualitative benefit versus qualitative change (benefit the customer versus the company) • Risk analysis

24. Five Principles of World Class IT • Manage Projects and Portfolios Effectively • Budget • Top down • First to the Trough • Emerging projects year round

25. Five Principles of World Class IT • Manage Projects and Portfolios Effectively • Manage Portfolios • PMO • Dashboards • Status Meetings • Stage Gate

26. Five Principles of World Class IT • Manage Projects and Portfolios Effectively • Manage and Execute Projects • Methodology Toolkit • Small • Medium • Large

27. Five Principles of World Class IT • Manage Projects and Portfolios Effectively • Ensure Quality • Formalized test plans • Clearly defined processes and gates • Involve QA early • Document requirements • Developers should not test their code • Testing takes time – don’t squeeze it • Track defects

28. Five Principles of World Class IT • Manage Projects and Portfolios Effectively • Review and Report Performance • Milestone and Time driven • Have proposed benefits been realized?

29. Five Principles of World Class IT • Manage Projects and Portfolios Effectively • Analyze After the Project is Done • Post project analysis • Lessons learned

30. Five Principles of World Class IT • Ensure Partnerships within the IT Department and with the Business • What about Finance Alignment? • Communicate Well with the Business (at every level)

31. Five Principles of World Class IT • Ensure Partnerships within the IT Department and with the Business • Align IT with the Business’s Strategy • Line of Sight

32. See pages 46-55

33. Five Principles of World Class IT • Ensure Partnerships within the IT Department and with the Business • Innovate • Strategic innovation is likely to be driven by the business BUT innovative solutions should be the domain of the IT department

34. Five Principles of World Class IT • Ensure Partnerships within the IT Department and with the Business • Create an IT Strategy • Planning Drivers

35. Five Principles of World Class IT • Develop a Collaborative Relationship with External Partners • Consider Outsourcing • Application Development / Maintenance • Website or e-commerce systems • Disaster recovery services • Data center operations • Data / Voice network operations • Database administration • Help desk • IT security • Desktop Support

36. Five Principles of World Class IT • Develop a Collaborative Relationship with External Partners • Consider Not Outsourcing • Business analysis • Enterprise architecture • Project management • Portfolio management • Release management • Vendor management

37. Five Principles of World Class IT • Develop a Collaborative Relationship with External Partners • Segment Vendors – (Not just to Outsource) • Relationships lead to trust, trust leads to sales • Manage Vendors • Make it a win/win

38. Five Principles of World Class IT • Recruit, train, and retain World Class IT employees. • Build and maintain a robust infrastructure. • Manage projects and portfolios effectively. • Ensure partnerships within the IT department and with the business. • Develop collaborative relationships with external partners.

39. Information Technology Strategic Plan Leadership Management Administrative

40. Information Technology Strategic Plan • Excellent leaders create excellent organizations. They understand that people will meet the expectations of their leader – low or high. These leaders provide a vision that excites the team to action and gives them clear objectives.

41. Information Technology Strategic Plan • Excellent leaders minimally manage and they don’t administer at all! Leaders know that if they assume a management role rather than an executive role then the people who work for them will expect to be managed, and they will act as if they should be managed.

42. Leadership is the Key Leadership Management Administration

43. Leadership is Key • Learn the value and art of delegation and the necessity to step away from work in order to be an effective manager • Delegate to the limit of your own guilt and everyone else’s pain • At senior levels it is necessary to lead through influence, not authority

44. The Leadership Compass • North – Managing Your Boss • Become “Right-Hand”

45. The Leadership Compass • East – Your Peers • Maximize the number of allies • Convert as many neutral to allies as possible • Convert as many opponents to neutrals as possible • Avoid turning any opponents into enemies

46. The Leadership Compass • West – Your Service Recipients • IT Needs a Human Face

47. The Leadership Compass • South – Your Staff (those looking North)

48. Developing the Strategic Vision • The business vision is the Independent Variable developed by the business leaders • The technical vision depends on: • The general direction of the technology industry • The relationship of technology elements across the industry • The selection of technology elements that support and enhance the business visions

49. You Should Always Remember • The Technical Infrastructure Exists Solely to Support the Business Infrastructure Because Technology Without Business Application Has No Value!

50. The Strategic Target Moves • Business Vision Changes • Leadership Changes • The Market Changes • The Economy Changes • Technology Changes • Culture Evolves • Disasters Happen • Breakthroughs Happen