the 5 challenges

THE 5 CHALLENGESIMPEDING THE FUTURE OF IT TODAY

Is there any way to successfully navigate and leverage such a challenging industry?

Challenge #1: Failure to harness IT value

When moving into the implementation and operation phases of a project, there are many questions to consider:

Is a warranty in place?

Is there a security strategy?

Does the desired capacity exist?

Is the support staff prepared?

Are users prepared?

© Glenfis AG – 2012 2

Source: Operational readiness, Basic Service Management, 2/01/11

Challenge #2: Difficulty meeting regulatory compliance


Sources: Cost cutting and pricing pressures fastest growing risks to global business in 2011, Ernst & Young, 12/17/10; Regulatory compliance is top concern in 2011, ISACA, 4/19/11

• Regulations vary by country and are long and complicated

• Recently changed or new IT regulations include:

Basel II/III

Sarbanes Oxley SOX

PCI-DSS

SAS 70

MA-Risk

Solvency II

Challenge #3: Security concerns

• Over 50 million viruses are now in existence

• There were almost 20 million new viruses in 2010 alone

• In 2011, there were an estimated 2.5 million malware programs


Sources: 50 million viruses and rising, AV-Test, 1/27/11; G data half-yearly report, January-June 2011; Researchers predict advanced, blended threats focused business and infrastructure in 2011, Security Week News, 11/10/10

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Challenge #4: Mastering complexity

• The inherent complexity of IT departments can veilhow service is actually doing

• Gartner unearthed that 40% of problems are found by end users

• This places the organization at a huge performance risk


Sources: How to make the CFO a buyer for sustainability solutions, Forrester, 4/26/11; More software project failure / challenge information from CAI, Galorath, 3/31/10, 33% of money spent on IT development is wasted, IAG, 9/25/09

Challenge #5: Adapting to changing expectations

According to Bain &

Company…

The biggest challenge faced

when implementing something new,

such as cloud computing…

…Is changing corporate

culture

From the attitudes and behaviors of entry-level

employees to management


Source: The new CIO agenda: Intel cloud computing insights 2011, Intel/Bain & Company, 2011

Strategy #1: Become service minded

• It is paramount for IT departments to build up a service management system

• This delivers value by facilitating outcomes

– Costs and risk are keptunder better control, according to an IBM study


Sources: Boosting European prosperity through the widespread use of ICT, The Information Technology & Innovation Foundation, 10/31/07; Value of smart information technology still unrealized, Information Management, 10/12/11; The new CIO: Change partner and business leader, IBM, May 2007

Strategy #2: Engage with all departments

• This is crucial for understanding the voice of the customer in order to provide valuable service

• Between 70-80% of IT projects fail due to a combination of poor communication and integration across departments, from operations to HR, to the CFO


Source: Poor communication to blame for business intelligence failure, Gartner, 1/10/11

Strategy #3: Shift from reactive to proactive

• The technology curve is getting steeper, especially when it comes to security

• Proactive leaders are able to anticipate, understand, coordinate, and influence security issues, regulatory compliance and customer demand


Source: Prepare for mobile security threats, PCWorld, 5/31/07

Be proactive in working with business

• This includes that full integration with other areas of the company

• All data, processes, and services are then better aligned with the business

• This, in turn, contributes more meaningfully to the organization’s goals


Strategy #4: Expand in-house expertise


• Companies can better deal with today’s issues by developing in-house capabilities such as:

– Enterprise architecture

– Service and process management

– Building governance

– Operational excellence

– Lean IT

Use globally recognized certifications

These frameworks are the most effective in training and operations

ITIL COBIT ISO 20000 ISO 27000


Source: itSMF 2010 Global Survey, itSMF, 2010

Strategy #5: Adapt to flexible learning platforms

E-learning is so productive because it is:

• Cost-effective

• Time-sensitive

• Customizable

• Easy to update to the latest information


Source: Why E-learning is so effective, Rapid E-Learning, 2/2/2010

Learning by experience via simulations

• Goes beyond classical training and simply obtaining a certificate

• Provides true understanding, application in daily work, and a real benefit for the business including service management

• Focuses on the soft skills required to create buy-in, deal with resistance, and foster teamwork


Learning by experience via simulations

• Gaming is becoming an important learning instrument in both IT and business contexts

• It includes social media and apps as instruments in learning new skills and applying them in the workplace

• It can be used for knowledge transfer, team building, developing new skills, and cultivating culture change

• Gaming is not playing against others, but with others


Strategy #6: Find the right partner

• The right partner should have the longevity that proves their skill and experience

• They should lead by example and “walk the talk” – using the same techniques they teach


Sources: Coaching in corporations yields high return on investment, The European Financial Review, 8/4/10; Return on investment for customized training, American Society for Training and Development, 2011; Executive coaching as a transfer of training tool, Gerald Olivero & K. Denise Bane et al, 1997, cited by ECI, September 2004

What else to look for…

• They have obtained official certifications

• High quality and innovative teaching materials and methods are used

• Training actively involves participants


Source: Why E-learning is so effective, Rapid E-Learning, 2/2/2010

Let us help you

++41 44 202 81 10


www.glenfis.ch

Glenfis AG

What do we do and why?

• For more than 12 years, we have been providing pragmatic, results-driven IT service management and governance

• We use the exact same approaches which we teach our clients around the world – to ensure their own success


What do we do and why?

• How we walk the talk…

– Our management system is ISO/IEC 20000-1:2011 certified

– All our training and e-learning is officially accredited by APMG, ISACA and Tüv Süd

– Our training organization is EDUQUA certified, which includes value performance

– Glenfis is an officially licensed Software Assessor, LSA

– We train what we are doing – and we do what we are training


How do we do it?

• We form a relevant, service-oriented strategy

• It supports smooth IT operations as well as the organization’s goals

• This strategy is strengthened by using the most effective frameworks in their entirety


the 5 challenges

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