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Leading IT Transformation: The Roadmap for Success – Part I Lisha Wentworth

Welcome. Leading IT Transformation: The Roadmap for Success – Part I Lisha Wentworth Ouellette & Associates. January 12, 2010. Why the Transformation?. Business expects IT senior leadership to be . . . Technologically advanced Customer-focused Business-minded Financially astute.

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Leading IT Transformation: The Roadmap for Success – Part I Lisha Wentworth

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

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

  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 Slide: 3

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

  5. Relationship Focused… • Starts as a Cultural Change • Core Skills for Success: • Communication • Collaboration • Marketing • Negotiation • Change Management

  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. Inquiring Clients Want to Know… • 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?

  8. 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

  9. Moments of Truth • Client’s Opinion or Impression • Formed Only by Client Contact • Positive or Negative • Big or Small • Providing an “End to End” Service

  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. Three Step Negotiating Process • 3 Guiding Factors • Negotiation Elements • People and Relationships • Personal Negotiation Styles • 3 Steps • Prep & Planning • Information Exchange • Bargaining

  12. Negotiations • Finite Set of Negotiable Items • Five Negotiating Styles • Four Bargaining Situations

  13. Five Negotiating Styles • Competitors • Problem solvers • Compromisers • Accommodators • Avoiders

  14. Consulting Approach • Credibility, Trust, and Influence • Coercive • Rewards • Expert • Information • Connection • Reverent • Legitimate • Different Consulting Roles

  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. 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. 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. Thank you Leading IT Transformation: The Roadmap for Success Lisha Wentworth Ouellette & Associates

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