putting technology into your business plan
TRANSCRIPT
Putting Technology Planning into Your
Business PlanFor Established Small to Mid Sized Business
Linda Kuppersmith, President and Chief Technology AdvisorCMIT Solutions of Stamford
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Session Objectives
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Provide the Questions that are missing in the SBA Business Plan
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Technology Planning Session Goals
It typically takes several weeks to complete a good plan
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Obvious
Not so Obviou
s
What you will walk out of here with• The questions you need to add to your business
planning process•A start on some of the answers•Maybe some projects you need to take on•What IT “things” you already have and are managing•What IT “things” you need and/or need to be
managing• Line items for your technology budget
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About me
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What you should know about me• I’ve been focused on technology since I was 16
• Software development manager• System Architect• Enterprise System Architect and Manager• IT Infrastructure Management
• IT Planning and Budgeting• Strategic Planning• IT Change Agent• IT Function Management
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• Wall Street Broker-Dealer• Reinsurance• Annuities• Health Insurance Company• Wireless / Mobile • Insurance
• Call Centers Software• Accounting Software• ERP & LOB• Claims Processing
• Technical Infrastructure• Application Infrastructure
145+ Offices / 800+ Engineers / full time staff for vendor management, education and supportVetted technology partners
Dell, Intuit, Microsoft, Apple, Continuum, Datto, Sonicwall, Freedom, Flashback Data, Microsoft, Reflexions and more
Big Company abilities with small company implementation
ProductivityDefend your networkProtect your dataTechnology planningLet you sleep at nightBecome part of your staff
A whole IT Department without the expense and managementOnboarding
Assessment
Support, Maintenance,Monitoring
Quarterly Review and Planning meeting
1177 High Ridge Road Stamford, CT 203-595-9091 www.cmitstamford.com
100
10
Background – How to think about technology in relation to your Business Plan
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Business
Software
Stuff
Infrastructure
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Information technology (IT) is the application of computers and telecommunications equipment to store, retrieve, transmit and manipulate data, often in the context of a business or other enterprise.The term is commonly used as a synonym for computers and computer networks, but it also encompasses other information distribution technologies such as television and telephones. Several industries are associated with information technology, including computer hardware, software, electronics, semiconductors, internet, telecom equipment, e-commerce and computer services.” , Wikipedia
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Defend the network.Protect the data.Empower staff.
Data Curation
Data Protection
Security
Mobility
On
Premise
Cloud
Let’s start Technology Planning
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Step 1 Identify the technology topics (layers) that
need to be in your plan
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Technology Planning Layers
The IT Function
IT Infrastructure
Business Systems
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Marketing
Sales
Operations
Finance
Maintenance & Monitoring
Help DeskProjects
Desktop
Network
Server
New Technology / Development
Strategic Planning and Budgeting
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How do my employees going to interact with my core applications?What core applications do I need?What technical infrastructure do I need?
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Technology LayersBusiness Systems
• ERP vs. functional area vs generic
Disaster Recovery
• Power, internet, voice service, desktop, server failure
Compliance• Regulations and Prevalent Practices
Security• Authentication, Authorization, Monitoring
Hardware• Desktop, Network, Cloud, Mobile, Peripherals
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The cloud changes everything
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Google Apple Dropbox Salesforce AdobeMicrosoft
Review last year’s
expenses
Equipment & Services
Refresh
New IT needs
GrowthRegulation
SecurityDisaster Recovery
AssessmentsData backup
Downtime toleranceSecurity
PerformanceInternet
NetworkEquipment
Disaster RecoveryBusiness ContingencySoftware Knowledge
HIPAAFINRA
PCI
Technology Planning
Cloud? Accounting system? Operational System? CRM? ERP?
DIYOr
Hire a IT Pro
1177 High Ridge Road Stamford, CT 203-595-9091 www.cmitstamford.com
Technology Planning Layers
The IT Function
IT Infrastructure
Business Systems
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Marketing
Sales
Operations
Finance
Maintenance & Monitoring
Help DeskProjects
Desktop
Network
Server
New Technology / Development
Strategic Planning and Budgeting
Step 2 – Choose your technology attitude
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Reactive or Proactive1. Wait ‘til it breaks or replace on a schedule2. Wait for problems or monitor for problems3. Find out something is running or Monitor for non activity4. Apply known updates and upgrades5. On the job training or dedicated training6. Wing it or have a plan
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Step 3 – Review what you already have
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Technology Planning Layers
The IT Function
IT Infrastructure
Business Systems
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Marketing
Sales
Operations
Finance
Maintenance & Monitoring
Help DeskProjects
Desktop
Network
Server
New Technology / Development
Strategic Planning and Budgeting
Getting Ready1. 2015 Business Goals2. Create a list of Technology expenses in the last 3 years, 1 at a
minimum.3. Create a list of your IT Assets
1. Hardware2. Software3. Support agreements4. Services
4. 2015 Business Initiatives / 2015 Business Plan
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For Each Technology Component Consider
• Operating Costs• Replacement• Upgrade• ROI – Is this technology component providing you more value than it
costs?• ROT – Return on Time – is this technology component robbing you of
time you should be using to grow your business and service your clients?• Management effort – DIY, Outsource or Hire a Pro
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Step 4 – Walk through the needs of your functional
areas
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Technology Planning Layers
The IT Function
IT Infrastructure
Business Systems
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Maintenance & Monitoring
Help DeskProjects
Desktop
Network
Server
New Technology / Development
Strategic Planning and Budgeting
Functional AreasSales & Marketing
Operations
Finance
Technology
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Functional Areas and ConsiderationsFunctional Areas
• Executive• Products & Services• Marketing• Sales• Operations• Accounting• HR• IT/IS
Technology Components• Hardware• Software• Support Agreements• Maintenance Agreements• Internet based services – “the cloud”• Backup• Business Contingency Planning• Disaster Recovery• Training• Assessments
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Needs -> Impact StudyFor each Technology Need consider• Functionality / Fit to your
business and IT infrastructure• strategic or tactical• Infrastructure• Needs• Replacement• Repairs• Upgrades• Don’t need
• Technology Training
• Data Management• Communications• LOB or Functional area computer
systems• EMR• Case Management• Project costing and management• ERP• CRM
• Regulatory requirements• Total Cost -
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Common Marketing Systems • Contact Management• Leads & Targets• Active Prospective Customers• Current & Past Customers• Vendors
• Email Marketing• Direct Mail Marketing• Website / Internet Presence• Flyers, ads, brochures
• Presentation Materials• Videos• Graphics Library
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Services or a Product Business?
What is the core “product” you need to organize the operation around? A project? A contract for services? Furniture?
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Does your industry have one or more prevalent “line of business” software?LOB, ERP, System
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LOB Selection• Features that meet your needs• Price – one time and ongoing
• yearly subscriptions (support contract, maintenance),
• Infrastructure requirements• Training• Customization
• Infrastructure needs – server, another desktop, printers, internet• Software Defect Process• Bug Fixes• Platforms supported• US / Offshore• Code Escrow
• Financial strength of the company• Customer/Technical Support experience• How many versions? Is new
functionality added regularly?• Are you keep up with the latest
technology platforms?• Where is the data stored? How backed
up? • Number of developers / # QA• Number of support professionals• 24x7 support? holidays?• Response Time agreement
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Cloud Hosting• Location of Data Center(s)• Hot or Standby Backup Data
Centers• # Internet providers that service
the Data Center• Is Throttling done• Data Center Certification Level• Technology Partners• Last downtime incident – date
and now long
• Forecasted Growth• Staffing and Training strategy• Term Agreement
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Financial Systems• QuickBooks, Sage, Dynamics• Sometimes built into LOB or ERP• Integrations between other software systems and the financial
systems• Security Needs• Outside Access needs• Data and Records Retention• Invoicing, AR, bill approval, AP, financial reporting
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Technology Planning Layers
The IT Function
IT Infrastructure
Business Systems
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Maintenance & Monitoring
Help DeskProjects
Desktop
Network
Server
New Technology / Development
Strategic Planning and Budgeting
End User Hardware, Software, Services
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Desktop
Laptop
Mobile Phone Tablet
Home equipment
Generic EU Software
Remote Access
File Storage
Phones
Headsets
IT Infrastructure Hardware, Software, Services
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Firewall WAP Patch Management AV Software Content Filtering Email System
Data Backup Email Encryption and Archiving
WebSite Hosting, Domain Registar, DNS Host, Email
Host
Remote AccessData Storage,
backup and remote access
Internet Service
Ethernet Cabling Phone System Phone cabling Network switches Static IP reservations
Active Directory Management
UPS Virtual machines Mobile device Management
Technology Planning Layers
The IT Function
IT Infrastructure
Business Systems
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Maintenance & Monitoring
Help DeskProjects
Desktop
Network
Server
New Technology / Development
Strategic Planning and Budgeting
IT Management
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Maintenance Patch Management Server Monitoring Desktop Monitoring Network Monitoring
Network Equipment Monitoring Email Monitoring Cloud Services
MonitoringData and Server
Backup MonitoringData and Server Restore Testing
Help Desk – someone to call when things go
wrong
IT Specialist/Manager/ Director/CIO – who to
call when you have questions
Technology Change Assessments
PCI, HIPAA, FINRA, Insurance Compliance Application monitoring
Technology Planning Layers
The IT Function
IT Infrastructure
Business Systems
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Maintenance & Monitoring
Help DeskProjects
Desktop
Network
Server
New Technology / Development
Strategic Planning and Budgeting
The missing questions• Hardware – what do I have to buy?• Software – what software will each person
and functional area need?• Where will the data be stored? Backed up?
How versioned? How archived? How secured?• Where am I going to get Technology Advise?• Do I need a server?• What kind of a network do I need• Should I allow employees to use their own
equipment to save money?• What software should I use for inventory
management?• How will I share my contacts with other
people in my company?
What do I look for in an IT Provider?How do I contract with an app developer?How do I choose software?What do I need so I can work when outside of the office?What do my employees need to collaborate?How do I become PCI Compliant? What is PCI?How do I protect my business when disaster strikes?What about security?What is an MSP? What kind of a phone system do I need?
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• How can I spend less time on creating proposals?• How do I manage my contracts with clients and vendors?
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7. Create your Plan• Technology Plan• Projects / Initiatives
• You already have the needs! • Budget needs
• Operating Expenses• Capital Expenses - replacements• Capital Expenses - growth
• Updates to your Business Plan
• 2015 Technology Budget
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What you will walk out of here with• The questions you need to add to your business
planning process•A start on some of the answers•Maybe some projects you need to take on•What IT “things” you already have and are managing•What IT “things” you need and/or need to be
managing• Line items for your technology budget
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Offer to attendees todayStart - ups
• 1 hour phone consult – tell me about your business and I’ll make some technology recommendations to get started on the right foot
Established Businesses< 5 computers – 1 hour phone consult
OrOnsite technology assessment
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Give me your card and write “CALL ME” or email [email protected]
Bring your coach!
Coaches bring your clients
145+ Offices / 800+ Engineers / full time staff for vendor management, education and supportVetted technology partners
Dell, Intuit, Microsoft, Apple, Continuum, Datto, Sonicwall, Freedom, Flashback Data, Microsoft, Reflexions and more
Big Company abilities with small company implementation
Productivity
Defend your network
Protect your data
Technology planning
Let you sleep at
night
Become part of
your staff
A whole IT Department without the expense and managementOnboarding
Assessment
Support, Maintenance,Monitoring
Quarterly Review and Planning meeting
1177 High Ridge Road Stamford, CT 203-595-9091 www.cmitstamford.com
100
10
Typical Technology Plan items- Executive Function1. Executive - Hardware
1. Desktop/laptop/smart phone/tablet2. Printer3. Scanner4. Desk phone5. Headset6. Home computer7. Projector
2. Executive – Software1. Freeware – ie: Adobe reader,
LogMeIn2. Payware – Office, Quickbooks,
Lastpass, GTM,
3. Support Agreements3. QuickBooks4. LOB5. Firewall
4. Maintenance Agreements3. Printer4. IT Provider
5. Internet based services – “the cloud”3. Website Hosting (Marketing)4. Domain Registrar5. DNS Host6. Office 365
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Cont.6. Backup• Data• Full Disk Image
7. Business Contingency Planning• How to run the business when
some part of technology is down. Internet? Workstation? Phones? Power?
8. Disaster Recovery• Recovery from a disaster• What events can occur?
• Physical destruction – Fire, flood, etc.• Hard drive crash• Loss of power for extended time• Loss of internet for extended time• Loss of phone service for extended
time• Theft of data• Technology Vendor goes out of
business
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