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Learning the science of IT decision making
Billy's Bean
John Chayka
IT's Key Metric: Return on Business Satisfaction
- Value driven improvement
Unstable
Firefighter
Trusted Operator
Business Partner
Innovator
Focus Area
Stakeholder engagement
What drives business satisfaction?
- Project delivery and capacity - 22
- Relationships - 20
- Innovation - 16
- Applications - 14
- Infrastructure - 14
- Policies - 0?
Overall satisfaction with IT = -.05 + .09 Applications + .51 Project Delivery and Capacity + .20 Infrastructure + .10 innovation -.12 Policies +.27 Relationships + .04 Capacity + {
Over time the perspective that there is a stronger Dependency on IT
Reported Importance vs. Actual Importance
Get to a base level of "good" for certain services (establishing IT value) to the IT value threshold
- Maslovs
More mature IT departments have drastically higher satisfaction levels on the services that deliver business value
Success of projects = being "on time"
- Projects delivered on time (r = .55)
- Agility (r=.51)
- Projects delivered on time and agility combined (.59)
49% of CIOs/CEOs are not aligned on IT's current performance
67% of CIOs/CEOs are unclear on the target role for IT
CEOs want to see IT do the basics before they put the Transformation into their hands
CEOs want to see Business Value and Stakeholder Satisfaction Reporting for metrics
Technology Performance and Operating Metrics are secondary
Risk and Costs are last on their list
Most Effective 7 Key Processes
- Innovation
- Project Management
- Etc…
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