CIO’s are leading the transformation of their IT organizations to play a more critical business driver role across the enterprise. Effective leaders are reaching outside the traditional IT role of control, integration and automation of legacy systems and positioning IT as innovators of technology and business change. Pete will focus his experience, insights and thought leadership around preparing IT service and support professionals for this ‘disruptive’ change. As we prepare to plan, implement and support the many aspects of technology and business change, we must throw out the old checklist and project plans. It is critical to focus on the possibilities and opportunities to positively impact the customer experience and productivity. Regardless of the type of change, the health and competitiveness of your business will depend on both the minimal negative impact and the taking advantage of the ‘art of possibility and opportunity’.

1. 6th Annual
Excellence In Service The CIO Agenda:
Management Proactively Managing
Business and Technology
The Premier IT Service Change to Maximize
Management Event on Business Results
the West Coast
Peter McGarahan
President / Founder
McGarahan & Associates

2. About The Speaker
• 12 years with PepsiCo/Taco Bell IT and Business Planning
• Managed the Service Desk and all of the IT Infrastructure
for 4500 restaurants, 8 zone offices, field managers and
Corporate office
• 2 years as a Product Manager for Vantive
• Executive Director for HDI
• 6 years with STI Knowledge/Help Desk 2000
• Founder, McGarahan & Associates (8 years)
• McGarahan & Associates delivers service and support best
practice consulting delivered through assessment /
findings / recommendations / continuous improvement
roadmap.
• Retired Chairman, IT Infrastructure Management
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3. 3

4. Relevant Research
By 2015, Gartner
estimates tablet unit Forrester ’s 2012
sales will be 326 million, estimate for global
and smartphone unit IT spend growth was
sales will be one billion. recently halved to
Tablet sales by 2015 are 5.5% growth. **
likely to roughly parallel
PC sales.
According to data
Gartner published in
June, 2011 – there were Gartner research
5 billion mobile devices predicted Tablet
(1.2 billion smartphones sales would reach
*) in use worldwide in 54.8 million units in
2010 and that number is 2011, with projected
expected to exceed 6.7 sales of 214 million
billion by 2015. by 2014.
* Equal to the installed base of all computers-desktops, laptops, notebooks and tablets (including iPad)
** spend 3.7% of company revenues on overall IT spending and 2.6% on IT spending to
maintain and operate the organization systems, and equipment (aka MOOSE). 4

5. Maturity Matters
Level 5 Respect
Level 4 Trust IT Mgmt. Toolbox
• Governance
IT Mgmt. Toolbox
Level 3 Acceptance • Shared Services
• Funding Models
• Portfolio Mgmt.
IT Mgmt. Toolbox • Architecture
• Coordination
• Project Office
Level 2 Skepticism • Service Portfolio • Resource Mgmt.
• Finance
• Skill Assessment • Career Pathing
IT Mgmt. Toolbox • Relationship & • Process Design
• Program Mgmt.
• Communication Project Mgmt. • Competencies
Level 1 Uncertainty • Workplace
• Consistency • Outsourcing • Culture
Innovation
• Reliability • Service Recovery • Measurement
IT Mgmt. Toolbox • Strategic Sourcing
Perception Points
Gartner IS • Budgets
• Operations
• Performance
• Recruitment
• Staff Development.
Perception Points • Leadership
• Succession
Perception Points
Maturity Model • Staffing Perception Points • Competency • Relationship
Mgmt.
• Alliances
Perception Points • Information • Business Savvy • Partnerships
• Problem Mgmt. • SLAs • Sourcing
• Response • Consultation
• Policies • Priorities • Service Pricing
• Reliability • Innovation
CMMI Maturity
Model
HDI Maturity Reactive Model Proactive Model Customer / Business-Centric Model
Model
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6. A Business Perspective
In tough economic conditions, the focus must be on YOUR customer....
Business Value is created by
satisfied, loyal, engaged and
productive employees.
Employee satisfaction, in turn,
results primarily from high-
quality support services and
policies that enable employees
to deliver results to customers
and business value to the
organization.
The Service-Profit chain establishes the interconnected relationships among internal service
quality; employee satisfaction, retention and loyalty; service value; customer satisfaction
and loyalty; revenue growth; and productivity.
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7. Technologies / Funding Shifting IT Focus
• Relocating IT into the business / Partnering with the business.
• Hire / place the right leaders in the right positions to get the
job done.
• Tracking business outcomes (resulting impact) is the only way
to show how IT benefits your company.
• Creating Technology / Business Innovation.
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8. Accelerated Pace of Change
Given this trend toward IT and business
convergence, IT must be willing to:
• Surrender some of its control over systems
and services
• Give the business more control, ownership,
accountability, access, and training.
A successful transformation requires:
• Proper planning and changing mindsets
about traditional roles and responsibilities.
• The new IT organization partnered with the
business must take full advantage of these
trends to deliver business results.
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9. Envision The End
• Focus on what IT should look like in the end.
• Design a new IT model that dynamically
aligns IT with the business and the customer
service goals that deliver value.
• Deliver technology-enabled business
solutions that solve problems and create
business value, without the bureaucracy.

10. Rogue (Shadow) IT
A natural result of the tensions between the consumerization of IT (mobile, social media, cloud and
consumer technologies) and the traditional security and standardization of IT.
• The business finding support outside the Service Desk and IT.
• Can’t say ‘NO’ forever - - it’s an unstoppable tide of change.
• Partner, work with them; find a way to say ‘YES’.
– Come as partner to help them, not as the enemy to stop them.
• Placing key IT people into the business to further partnership and
collaboration on business-technology-innovation.
• More of a focus on speed to market, new revenue lines and
profitability rather than one ‘bottleneck’ funnel into IT.
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11. The Changing Customer / Worker
Successful eBusiness leaders will take a life-cycle view of their customers, invest in
technology that will support multiple touchpoints and devices, and re-evaluate ownership
of online customer service strategy and operations. 11

12. Affecting IT, Business Trends
• Cloud computing • Server, desktop, and storage
• Mobilizing the workforce virtualization
• Business process, • Business intelligence
technology convergence • All Things VIDEO
• IT outsourcing • Virtual, project-based
“contractors.”
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13. Consumerization of IT
• BYOD = Bring Your Own Device!
– No Fad (e.g. bring your doggie to the office – Free Lunch).
• CIO must educate the staff / the opportunity to focus
on business problems & apps more than building &
maintaining infrastructure.
• Consumerization of IT (BYOG)
– 37% of workers said they’ve used their own PC or
Smartphone for work!
– 36% said that their company doesn’t provide the
technology they need.
• Focus is on:
– Employee productivity.
– Creating an innovative environment.
– Being flexible and adaptive without sacrificing security,
risk management and compliance.
According to an IDC study 2011 Consumerization of IT:
40.7 % of the devices used by Information Workers to
access business applications are personally owned. 13

14. The Age of Mobility
79% of CIOs said increased productivity
is driving the adoption of mobile-
devices in the enterprise.
The breakneck pace of consumer
adoption of smartphones, tablets,
and related applications drives
enterprise IT organizations to
support mobilization of their core
applications (and ultimately their
business processes).
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15. “Goin Mobile”
• Mobility is the biggest single trend • Mobile technology is the driving force
across tech industry investment that underlies the forces influencing
and innovation (outpacing even where IT will go and what it will
the cloud trend). become (“technology as a service”).
• The pace of smartphone • Workforce (generational, virtual,
innovation will be ferocious. project-based)
• Social Computing and mobile • Ubiquitous data (anytime, anywhere).
Business Intelligence anyone?
phones will expand their love
affair. • Cloud Computing (Where physically is
my data again?)
• The smartphone will become the
crucible for disruptive. • Social Media (end-of-life email?)
• Organizations will have dedicated
mobile staff.
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16. Investing In The Cloud
1. Traditional IT Models are taking a Traditional IT Roles will be seriously impacted by:
back seat to the cloud (IT Investment). • Consolidation and virtualization over true cloud
2. Tablet and Smartphone use in the capabilities.
enterprise is being driven by the • Server and data center consolidation /
growth of cloud-based applications, in virtualization will continue to be the dominant
addition to the low cost and priority
availability of these devices.
• Consolidate IT infrastructure via server
3. The cloud offers organizations flexible, consolidation
cost-effective alternatives to deliver IT • Automate the management of virtualized
services. servers to gain flexibility and resilience
4. There are many fragmented flavors of • The ease of connecting mobile devices Tablets &
“Cloud” Services for business to Smartphones) to various cloud services.
select.
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17. Social Media
• The “new” professionals are very comfortable
with browser based collaborating, texting and
Instant Messaging (IM).
– From the perspective of adoption, use,
productivity and training.
• The development opportunity for this soon-to-
be-dominant platform lies in the ability to
simulate features and capabilities that mimic
the social media sites and tools younger workers
exploit today.
– E.g. Facebook, Twitter, YouTube, MySpace,
texting.
• Separating professional from personal
computing will become increasingly difficult as
each graduating class transitions into the
workforce.
– Restrictions around popular Social Media sites
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18. Bringing It All Together:
The Art of Possible
Amplifying the Enterprise: The 2012
CIO Agenda (Gartner):
Create the technology platform and
architecture utilizing related
technologies to broaden and unite all
departments and core elements across
the enterprise.
Influence the business model and
multiple strategic areas based on
current trends and preferences that
would fuel innovation and business for
growth to:
• Improve their understanding of
customers and markets
• Allow them to engage externally at the
time, place and point of need
• Facilitate collaborative dialogue

19. The Wake-up Call
The IT Change Imperative
• The development of all IT professionals should be a priority of IT Leaders.
• It’s a continuous process of learning, acquiring and utilizing highly valued and
marketable skills.
• Prepare and position them for a long-term, successful and rewarding career in IT
and Business (soon to be one-in-the-same).
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20. Bringing IT All Together:
The IT Organizational Change Plan
No IT Professional Left Behind
Island Isolation to Cooperative Collaboration
Stretch individuals to discover their “uncomfort” zone
Persistence/Diligence of Vision/Strategy
Be a Visible Change Leader
Communicate, Communicate, Over Communicate
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21. HIGHLY VALUED SKILLS
The transition for all IT professionals should be one of continuous learning
with the acquisition and utilization of highly valued and marketable skills to
prepare and position them for an exciting career in business and IT.
Such skills include those in the These skills can lead to positions in:
following areas: – Business processing
– Leadership – Innovation
– Strategic thinking – Business intelligence
– Communication – Vendor management
– Influential power – Business-IT account management
– Relationships – Coaching
– Problem-solving
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22. Your Future Career
• Hybrid IT Professional - Provides leadership in • Vendor management (VMO) – Managing the
devising and executing technology-enabled vendor sourcing relationship according to a
business ideas and initiatives. playbook that maximizes the value from a
• Business Innovation – A tech-savvy relationship.
professional with good communication, • Business-IT account management – An
process and business skills that locus on
account manager responsible for a business
solving business problems and creating
function and ensuring that they are gaining
business opportunities.
the maximum value from invested technology
• Business processing – BP redesign and and IT.
integration and automation into state-of-art
technologies.
• Customer Service leader – Tech savvy, social
media and customer / business professionals
• Business intelligence – An expert at data leads the companies effort on creating and
extraction and manipulation leverages delivering a customer-centric service delivery
analytical skills to correlate, trend and provide
model / culture service focused on customer
relevant business insights and directions for
loyalty, retention and profitability
making better business decisions.
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23. "Being a service leader is
about positively impacting
the world around you! It’s
not about you, it's about
all that you can do to
make other people
successful.“
Thank You!
Pete McGarahan
Change the World!
McGarahan & Associates
pete@mcgarahan.com
714.694.1158
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