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Leading IT Transformation: The Roadmap for Success – Part I

Lisha WentworthOuellette & Associates

Welcome

January 12, 2010

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Why the Transformation?

Business expects IT senior leadership to be . . .

Technologically advanced

Customer-focused

Business-minded

Financially astute

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Why the Transformation?

IT senior leadership expect their teams to . . .

Partner with sponsors and clients

Negotiate with IT teams & business clients

Provide consulting and coaching

Ensure effective communication

Lead and direct teams

Oversee planning and implementations

Review and evaluate technology

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This means the IT organization needs to . . .

Reduce cost

Increase productivity

Drive innovation

Assist with identifying new business opportunities

Why the Transformation?

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Relationship Focused…

Starts as a Cultural Change

Core Skills for Success: Communication Collaboration Marketing Negotiation Change Management

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Today’s Focus

Client Focused Culture Know your clients Strategic service levels

Everyday Negotiations Substance and Relationship Interests vs. Positions

Consulting Approach Credibility, trust, and influence

Marketing IT’s Value Two questions Benefits vs. Features (WIIFMs)

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What does IT do?What don’t they do?

How do we get started?

How do we work with IT?

How do we leverage their services?

Inquiring Clients Want to Know…

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Service Levels in IT Services

BASIC ENHANCED PREMIUM

$$$

Time

Involvement

Options

Low

Fast/Quick

Low

Limited

Some

Medium

Moderate

More

Expensive

Long

Extensive

Unlimited

All good, but all very different

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Client’s Opinion or Impression

Formed Only by Client Contact

Positive or Negative

Big or Small

Providing an “End to End” Service

Moments of Truth

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Negotiating is an Integral part of IT

Conflict is neither good, nor bad

You do it everyday

People usually aren’t prepared

Substance and Relationship

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Three Step Negotiating Process

3 Steps Prep & Planning Information Exchange Bargaining

3 Guiding FactorsNegotiation ElementsPeople and RelationshipsPersonal Negotiation Styles

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Negotiations

Finite Set of Negotiable Items

Five Negotiating Styles

Four Bargaining Situations

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Competitors Problem solvers Compromisers Accommodators Avoiders

Five Negotiating Styles

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Consulting Approach Credibility, Trust, and Influence

Coercive Rewards Expert Information Connection Reverent Legitimate

Different Consulting Roles

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So . . .What Is Marketing?

Creating an Awareness of IT’s Value

Two questions clients are always asking: So how does that help me?

What does this mean for me?

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Features vs. Benefits

Features - What IT talks about now

Benefits - Answers the client’s “So what” questions

WIIFMS

Volvo, Subaru

Cadillac, BMW, Lexus, Mercedes

Sport Utility Vehicles

Saturn, Prius (Hybrid)

Sports car, PT Cruiser, VW Bug, Hummer

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Summary

Build Strong, Long-Term Relationships

Be Part of Strategic Decision Making

Be Seen as an Influential Partner and Leader

Demonstrate Effective Communication

Be Recognized as a Tactful Negotiator

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Thank you

Leading IT Transformation: The Roadmap for Success

Lisha WentworthOuellette & Associates