1. © Copyright 2010 Slide: 1 Leading IT Transformation: The Roadmap for Success – Part I Lisha Wentworth Ouellette & Associates Welcome January 12, 2010

2. © Copyright 2010 Slide: 2 Why the Transformation? Business expects IT senior leadership to be... Technologically advanced Customer-focused Business-minded Financially astute

3. © Copyright 2010 Slide: 3 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

4. © Copyright 2010 Slide: 4  This means the IT organization needs to... Reduce cost Increase productivity Drive innovation Assist with identifying new business opportunities Why the Transformation?

5. © Copyright 2010 Slide: 5 Relationship Focused…  Starts as a Cultural Change  Core Skills for Success: Communication Collaboration Marketing Negotiation Change Management

6. © Copyright 2010 Slide: 6 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)

7. © Copyright 2010 Slide: 7  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…

8. © Copyright 2010 Slide: 8 Service Levels in IT Services BASIC ENHANCED PREMIUM $$$TimeInvolvementOptions Low Fast/Quick Low Limited Some Medium Moderate More Expensive Long Extensive Unlimited  All good, but all very different

9. © Copyright 2010 Slide: 9  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

10. © Copyright 2010 Slide: 10 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

11. © Copyright 2010 Slide: 11 Three Step Negotiating Process 3 Steps Prep & Planning Information Exchange Bargaining 3 Guiding Factors Negotiation Elements People and Relationships Personal Negotiation Styles

12. © Copyright 2010 Slide: 12 Negotiations  Finite Set of Negotiable Items  Five Negotiating Styles  Four Bargaining Situations

13. © Copyright 2010  Competitors  Problem solvers  Compromisers  Accommodators  Avoiders Five Negotiating Styles Slide: 13

14. © Copyright 2010 Slide: 14 Consulting Approach  Credibility, Trust, and Influence Coercive Rewards Expert Information Connection Reverent Legitimate  Different Consulting Roles

15. © Copyright 2010 Slide: 15 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?

16. © Copyright 2010 Slide: 16 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

17. © Copyright 2010 Slide: 17 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

18. © Copyright 2010 Slide: 18 Thank you Leading IT Transformation: The Roadmap for Success Lisha Wentworth Ouellette & Associates