Principles of IT Governance

Governance of enterprise IT
focuses on delivering services
to support top line growth while
moving operational savings to
the bottom line.
The management of IT services has various descriptions
depending on business domain, management style, and technical
platform.
In an emerging market or expanding business domain, one
common attribute of any successful IT organization is the transition
from “operational effectiveness” to “strategy focused.”
These firms do not abandon their operational excellence roots.
Rather they place these operational activities in their proper place
– as the foundation of a Strategy Focused Organization.
Strategy, objectives, and their measurements processes are
installed as a means of managing the operational effectiveness of
the IT organization in the presence of this transition process.
The first step in this process is the realization the difference
between operational effectiveness and strategy. Operational
Effectiveness is necessary, but Strategy provides the means to
differentiate a firm from its competition.
 Drivers for IT Governance
Situation Beneficial Outcome
„ Weak leverage of resources „ “Value engineering” redirects
creates the perception that IT IT to focus on cost and
is a cost rather than an asset productivity management
„ The role of IT–reliant business „ Silos of IT–reliant systems are
processes have moved to the moved to the enterprise level
enterprise level for lateral deployment rather
than vertical isolation
„ Corporate IT governance is „ Compliance with the law must
no longer a luxury, it’s the law include the business benefits
„ Cost of poor governance „ Making costs and delivered
obscures the traceability of value fully visible allows all
value of IT investments to stakeholders to see the
their benefits returns on the balance sheet
Developing a Strategy Focused Organization produces a change
in the behavior of IT as well. Instead of “managing” the operations
in a static role, IT leadership “governs” the IT resources and
services through leadership as well as stewardship.
The desire to close the common gaps found in many IT
organizations is the motivation for this governance approach.
„ IT operations are many times seen as a “cost center.” This
cost center view comes about because there is no traceability
of costs to business value.
„ Traditional IT systems have “grown up” in operational silos.
Transforming these silos to “enterprise” enablers is the goal of
governance.
„ SOX, Director Boards, investors have changed to role of IT
management.
„ Visibility into all costs, including IT costs is now mandatory for
all responsible publicly traded companies.
The Role of IT Governance
„ “Fact based” strategy setting
„ Manage from the customer’s point of view within the
corporate framework
„ Drive participation of senior management
„ Be both strategic and tactical
„ Trace all costs to business value in all activities
„ Provide iterative and incremental improvements
„ Treat architecture, technology and security as
enterprise issues
„ Install, motivate, and lead a high performance
organization
Governance fills the gaps that naturally form between business
and technical domains and between management and strategy. In
traditional IT operations technology and business are readily
visible to senior management. What’s missing is visibility into the
activities in the “white space” between technology and business.
Managing these gaps is the role of the IT Governance
„ The “alignment gap” appears when IT investments are not
traceable to business strategy.
„ The “execution gap” appears when those tasked with
delivering IT products and services don’t have a clear “line of
sight” to the corporate strategy.
„ The “innovation gap” appears when IT leadership and staff are
not connected to the needs of the market, emerging
technologies and the investment strategies for future needs.
The Role of Governance
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Getting “aligned” is not an event, it is a continuous improvement
process. Alignment must be tested through strategies, objectives,
and metrics.
Alignment starts with the business leadership team.
„ Build consensus and commitment around the strategy
„ Executive participation in the strategy formulation
„ Executive education regarding strategy implementation
„ Understand the benefits of a strategy focused organization
„ How will the IT strategy benefit an individual department or
function?
„ How will IT strategy help achieve to overall mission of the
firm?
„ Demonstrate the power of an IT strategy
„ Require participation and stewardship from all
stakeholders
Strategic Alignment …
„ “Aligns” IT initiatives with business
objectives
„ “Ties” system planning processes to
business growth plan and bookable benefits
„ “Manages” enterprise initiatives through
portfolios of projects in support of strategic
objectives
„ “Informs” management of the activities and
results of IT investment
Before IT projects can be identified to fulfill the strategic needs of
the firm, an understanding of their performance measures,
connection to strategy, and their past performance is needed.
Project Portfolio Management is one means of integrating these
needs:
„ Project delivery is more than schedule and budget compliance.
„ Projects must deliver the right value to the business
processes, at the right time, for the right solution – creating
“value” not just benefits.
„ Benefits are bookable on the balanced sheet. Value is visible
to the market and customers.
„ This “value creation” process is more than just “keeping on
schedule.” It is about understanding the business needs.
„ This understanding comes from “knowing” the business
beyond specifying the technical details of a software system.
„ The IT leader must be an integral part of the process
development process.
Portfolio Management

„ Prioritizes and selects IT initiatives

„ Understands how non–discretionary
budget supports the bottom line
„ Uses discretionary budget to increase
the top line or remove cost from
product stream
„ Directly measures the impact of IT
spending on the balance sheet
Once the specific needs of the organization are identified,
prioritization of the solutions takes place. This “selection” process
has many challenges.
„ Defining the “value” of a project must connect the investment
with its contribution to strategic goals. Simple monetary returns
are necessary but not sufficient.
„ Quantifying the benefits must consider financial, customer
satisfaction, investment returns, strategic positioning,
competitive assessment, and other intangible benefits to the
firm. “Real options” is one IT quantification method used to
produce tangible assessments in the presence of uncertainty.
„ Balancing need for systems with the capacity to deliver is a
continuous process.
„ Continually assessing the portfolio of projects and their
contribution to the corporate strategy is the role of senior
management.
Project Selection & Prioritization
Challenges to Excellence Strategies for Delivery
„ Selecting the best valued „ Use a uniform and consistent
projects project selection process
based on defined metrics
„ Quantifying benefits as a „ Define weighted paired
basis of constructing a comparison analysis process
portfolio
„ Balance demand within „ Formal reserve list available
limited appropriations and when more funds become
investments available
„ A view of the portfolio as new „ Incorporate reporting and
projects are initiated resource management.
There are four basic project types in any modern IT organization
providing mission critical services.
„ Type I – Projects essential for the firm to remain in business
and provide a unique service or product. These projects form
the basis of normal operations. Without these projects the firm
can not continue to prosper and grow.
„ Type II - Projects that have to be done, but don’t differentiate
the firm in the marketplace. These are “daily operations” or
regulatory compliance projects.
„ Type III – Projects that are not essential, but create an
advantage for the firm. These are “experimental” projects to
test new strategies, evaluate opportunities, or simply to explore
new avenues of product and service delivery.
„ Type IV - The business would survive without these projects.
These are projects that must be avoided.
 Project Criteria

Type II Type I
Projects that have to be Essential projects for the
done, but don’t firm to remain in business
differentiate the firm in the and provide a unique
marketplace service or product
Critical to the Mission

Type IV Type III

The business would Project is not essential, but
survive without these creates an advantage for
projects the firm

Differentiating to the business in the marketplace

In order for any IT organization to be considered part of the
corporate strategy its financial affairs must be kept in order.
„ At best IT is a 2nd order impact on profitability. 1st order impacts
come from revenue, sales margins, volume, supplier costs and
other direct cost structures.
„ For IT to fully participate in the corporate strategy, traceability
from investment to value creation is needed.
„ This traceability starts with a detailed understanding of the cost
structure of IT services. Not just cost, but the structure of those
costs and each cost’s contribution to value creation.
„ Seeing IT as an “information factory” that produces
consumable items for a specific “cost of goods,” is a starting
point.
„ IT can then be put on the same “unit of measure” footing as
other products and services of the firm.
Financial Accountability

„ Accurately measures the impact of IT

investments
„ Focuses on selection and prioritization
„ Categorizes investments as …
{ Fundamental to the business
{ Innovative the business
{ Growing the business
{ Rational experiments
Balanced Scorecard is a means of connecting strategy with
operational excellence.
„ Any modern firm is expected to be competitive, accountable,
customer–friendly, and fiscally responsible.
„ The external world is highly unstable, so planning systems
must deal with this uncertainly. This is even more so for IT
systems. Rapidly changing technologies are only the start of
this uncertainty.
„ Research shows 9 out of 10 firms fail to execute on their
strategy:
„ Only 5% of the work force understands the strategy
„ Only 25% of the managers have personal objectives and
incentives linked to strategy
„ 60% of organizations don’t link budgets to strategy
„ 85% of executive teams spend less than one hour per
month discussing strategy
Balanced Scorecard Approach
„ Mobilize change and improvement through
executive leadership
„ Translate the strategy to operational terms
„ Align the organization to the strategy
„ Motivate by making strategy everyone’s job
„ Learn and adapt through continuous
improvement process
„ Govern to make strategy a continual
process
Creating a performance based IT organization based on “business
performance” as well as “technical performance” requires several
critical principles to be followed.
„ Translate the IT strategy to operational terms, so everyone can
understand the goals of the larger firm.
„ Link and align the organization around the IT strategy to create
a “line of sight” from the board room to the computer room.
„ Make strategy everyone's job through personal contribution to
strategic implementation.
„ Make strategy a continuous process through organizational
learning and adapting.
„ Provide an agenda for change for executive leadership top
mobilize this change.
Scorecard Metrics
„ Move away from the “cost center” paradigm
and toward the “value creation” paradigm
„ Link what IT does and what IT does for the
business
„ Recognize that every investment must
create value – infrastructure is the cost of
doing business, but it can still be measured
„ Produce measures that the CEO, CFO,
Board, and shareholders actually care about
In many business domains operational excellence is seen as a
“back office” attribute. Operations are out of sight and many times
out of mind.
Senior managers usually focus on strategy, planning, budgeting,
and other “capital” based decision making. At times this leaves
operations as a second class citizen.
In the IT domain, operations is a critical success factor for the firm.
But IT operations must also provide a platform for strategy,
planning, budgeting and other “capital” based decision making
processes.
Without a stable, reliable, scalable, and secure operations
organization, the expansion of any firm is at risk.
It is through “operational innovation,” that expansion can be
implemented. Simple scaling laws prevent a linear example in
most business domains. Something new is needed.
Operational Excellence

„ Applications development and deployment

based on a repeatable Software
Development Life Cycle
„ Production management tied to business
processes
„ Technical architecture assures operational
integrity
„ Security actively managed as a first priority
Conventional implementation of IT services often lead to failure in
the presence of “disruptive” markets. Firms that follow traditional
implementation methodologies inevitably take too long getting to
market with their products and services.
When traditional methods are applied in the IT domain, there is too
much to be done, too many systems to be integrated, taking too
long for the benefits to flow to the bottom line.
Building software systems to meet the needs of a “disruptive”
market requires innovation to delivery IT services.
This innovative approach should be:
„ Iterative and incremental.
„ Built on direct feedback from customers
„ Break large scale deployments into a series of limited releases
„ Continually reaffirm that delivered value matches the strategy
Operational Innovation

„ Invention and deployment of new ways

of doing things
„ Acknowledge the core value–creating
work of operations
„ Acknowledge operational performance
as a driver of financial results
„ Look for process breakthroughs to
gain traction across the organization
The active promotion and execution of a Strategy Focused IT
organization starts with awareness.
„ All employees have “top of the mind” awareness of strategy.
„ Strategic priorities are repeatedly communicated through
multiple media outlets.
„ Department, Team, and Individual goals are aligned with the
strategy
„ Departments, Teams, and Individuals have a feedback forum
in which their ideas are heard and acted on.
In a successful IT–Enabled organization, the “critical few” must
continually focus the “operational many” on the goal of
differentiating the organization to create a competitive advantage.
This does not mean separation of roles or a hierarchy of “knowing”.
It does mean that executing strategy is just a critical a job as
delivering products and services.
Executing the IT Strategy
Strategic Outcomes

Mission and Business critical

Mission and results aligned with Business
Customer Results Strategy measured from the
Business Results
customer’s perspective.

Value Direct effects of day-to-day

activities and broader
processes driven by the
Processes and desired outcomes.
Activities Mode of delivery and business
processes driven by strategy

Value Key enablers measured

through their contribution to
outputs and outcomes.
Human Other Fixed
Technology
Capital Assets
The process of governance must be repeatable. Not just
repeatable across the organization, but repeatable in time.
Governance is possessing core competencies to manage both
tangible and intangible assets:
„ Management of tangible assets
„Managing quality
„ Managing risk
„ Managing money
„ Managing technology
„ Management of intangible assets
„ Managing strategy
„ Managing people
„ Managing customers
These core competencies are operate inside a repeatable
governance process to produce a “center of excellence.”
Repeatable Processes

A process to mobilize the IT organization

Mobilize to be strategy focused
A process to describe and communicate
Translate the strategy inside and outside IT
A process to align IT organization around
Align the corporate strategy
A process to ensure personal objectives
Motivate and incentives are supporting the strategy
An integrated reporting and decision
Govern making process to senior management
Glen B. Alleman
Niwot Ridge Consulting
4347 Pebble Beach Drive
Niwot, Colorado 80503