IPT 2013 Sales & Use Tax Symposium Monterey, CA. You need a ticket for that: How best to communicate with IT

Transcription

1 IPT 2013 Sales & Use Tax Symposium Monterey, CA You need a ticket for that: How best to communicate with IT

2 Presenters Michael J. Pongracz Price Waterhouse Coopers LLP Dennis G. Ravenelle Harvard University 2

3 The problem IT systems that are out of date, inflexible, or unable to support new requirements [the greatest barrier to improving the effectiveness of their company s finance function] 3 Fall 2010 CFO Publishing Survey

4 4 The problem simple requests

5 5 The Problem projects

6 Integrated Optimized Managed Defined Aligned Maturity 6 Initial Unstructured Ad hoc Chaotic

7 The Enterprise Governance Vision Mission Strategy Management Goals Policies Procedures Resources People Process Technology 7

8 Making Music 8 8

9 Sampling of Frameworks, Standards and Regulations Applicable to IT CobIT ITIL ISO/IEC CMM/CMMI PMBOK TQM ISO 9000 ISO/IEC PMI EFQM ISO/IEC ISO/IEC MOF MSP IVI Six Sigma PRINCE2 MOR TOGAF etom SWEBOK TickIT IPMA ISPL PCI SOA SOX OSIMM ASL 9

10 IT Request Process Lifecycle (simplified) 10 Intake Filter Execute Accept Form & Format Solid requirements Resources, Costs Risks Benefits Plan Build, Test, Deliver Service Level Agreement (SLA) Meet requirements Meet SLA

11 Types of Work by Complexity Simple Incident or Request Ticket Routine Changes Moderate Feature/Function Request Complex Project Request Break Fix Patches & Updates New Database Table New financial module or service Add a field or product code Add storage or RAM New approval workflow Modify ERP processing Generate a new report ACL changes Uncertified hardware upgrades Add a new class of values to ERP Pass a known available value from ERP Certified hardware upgrades Upgrade ERP or financial module a single version Upgrade ERP or financial module multiple versions 11

12 Typical SLAs, SLOs, SLTs, etc. Work Type Evaluation Criteria Time to Respond Time to Resolve Incident Priority* hrs. 1 8 hrs. Request Priority* 4 8 hrs days Change Priority*, Risk Immediate 1 week Release Project Discretionary? Business Requirements Discretionary? Value & ROI Based on release schedule Negotiated Immediate indefinite Scheduled cadence Negotiated 12 *Priority = Impact + Urgency

13 The Solutions The why is always a who! 13 Mark Sanborn International bestselling author and noted authority on leadership, team building, customer service and change

14 Clear problem statements 14 What problem are we trying to solve? Start with the problem statement Don t start by proposing a solution What s the Impact and Urgency? How BIG is the problem/need? How BAD is the problem/need? What does it mean to The Business? Cost/Benefit Risk/Reward

15 Build a solid business case 15 Leverage available resources to bolster your case: Regulations like SOX, Gramm-Leach-Bliley, HIPAA Standards like ISO/IEC 19770, 20000, 27000, PCI, etc. Frameworks like ITIL, COBIT, CMMI, TOGAF Experts like PWC, Gartner, Forrester, etc. Published white papers, case studies References from colleagues who ve conquered the same problems

16 Find an IT Partner 16 Who is the IT representative to your group? Escalate through the organization until you find someone who gets it Engage in dialogue, not monologue What is IT s roadmap for the next 6, 12, 18 and 36 months? Where do your services fit in that roadmap? Work with them to intercept and stay ahead of the technology capacity, complexity and capability curve

17 Shadow IT is a sign that IT isn t meeting the needs of the business. Vala Afshar, Chief Marketing Officer & Chief Customer Officer Enterasys Systems 17 If you can t deliver at the right price and quality, you had better find an outside provider to fill the gaps. Allan Hackney, CIO John Hancock Financial Services

18 Bypass and Internal IT is not the only answer Cloud providers & Outsourced Solutions SaaS (Oracle On-demand, Salesforce.com) IaaS (Amazon EC2, Windows Azure Cloud Services) PaaS (Google App Engine, Force.com) Benefits of Cloud Cheaper Robust & Resilient Quick and responsive Risks of Cloud Security Portability Control 18

19 Eschew Quick temporary fixes They rarely are Significant customizations Ongoing maintenance and upgrade costs escalate markedly Home-grown applications < 30% chance of successfully achieving objectives on time and on budget 19

20 Drivers Profit Resources Cost Risk New Business Requirements Operating Requirements 20 The Enterprise IT

21 Intersections Business F&A IT 21

22 Presenters Michael J. Pongracz Price Waterhouse Coopers LLP Dennis G. Ravenelle Harvard University 22