Indranil Guha, Head of IT Infrastructure at CBD spoke at the CIO Event (dot) com/me

1. IT Transformation
Challenges & Choices …
Indranil Guha
10th Sep 2012

2. Key Challenges
 FINANCIAL
• Reduced Funding (Budgets)
• Balance Spending on “Run” vs “Change”
• “Lights-ON”, Secure, Comply, Change
• IT is perceived “Expensive” & “Slow”
 TECHNOLOGY
• Legacy Infrastructure & Application Systems
• Availability, Reliability, Maintainability & Performance
• Silo Systems lacking integration
• Poor Architecture
• Lacks Agility – Says “No” & justifies vs. “Yes” can be done
 PROCESS
• None or Sub-optimal Processes
• Lacks Quality & Consistency
• IT is losing the control and governance
 PEOPLE
• Technical Skills Brush-up
• Belief in Process, Initiative Taking & need to Do Things Differently
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3. New Paradigms Brings New Opportunities
“IT Simplified” & “Blurring Lines”:
 Business - IT JVs- Collaborative; Not Reactive
 CIO & CxO Roles – Enhanced Common Grounds
 Proliferation & Consumerization of IT – BYOD
 New Computing Models – Smarter Applications
 Business (almost) Selects IT Solutions – Impacts
Architectural Harmony; Security; Performance &
Sustainability
 Constant Race Against Time – Delays Imply Loss of
Competitive Edge
 Eroding Budgets; Pressure of Cost Effectiveness – Be
Efficient & Be Agile ! 2

4. Way Forward – Quick Wins
 DISTRACTORS & INHIBITORS
• Lights-ON issues?
• Too many changes are being implemented?
• Doubts on what is being implemented follows an
architectural blue-print?
• Simple routine activities do not follow a well defined
process?
• Is any sort of Enterprise Monitoring available?
 QUICK WINs
 Probably Change Control is a bit slack; Tighten it
 Implement a “good enough” release management
 Come up with an Architectural Blue-Print
 Implement proper processes for key & routine activities
 Ensure monitoring of key CIs & Systems – Manual Check-
List, if required
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5. Lights-ON Improved Scenario
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6. Strategic Plan
INPUTS
 Corporate Strategy
 Business Plans
 Business Targets
 Security & Threat Landscape
 Risk & Compliance Requirements
 Application Systems Robustness & Ability to Deliver Value
 Degree of Current Automation & STP (Straight-Through-Processing)
 Budgets & IT Costs
IT STRATEGY 3~5 Years
 How IT will support the business in Agility, Innovation & Growth
 IT Architecture – Internet, Extranet, Intranet & Security
 Systems – Keep, Upgrade, Replace
 Integrate via Middleware – Avoid Point-to-Point
 Infrastructure (Security, Network, Servers & Storage)
 DR Capabilities
 Governance, Risk & Compliance
 Process, Quality & Certifications
 Skills Matrix, Training & Succession Planning
 IT Career Path 5

7. Tactical Plan
TACTICAL PLAN 2~3 Years
 Cover Holistic View of People, Process & Technology
 Key Initiatives/Projects Showing Current Pains & Expected Benefits
 Investment Dashboard
 Quarterly Breakdown of Investment Plan
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8. Risk & Compliance
Effective IT Governance:
 Enterprise Architecture – Predict & Architect; Reengineer (if needed)
 IT Architecture Board (ITAB) – Ensure Architectural Compliance. Avoid
Rework & Wastage
 Risk & Compliance (Cloud related policies too….) – Policies. Roles (Who Does
What). Govern & Comply!
IT Governance
Authorities
Regulatory
ICT Initiatives
Compliance
Business
Security
Risk &
Plans
Frameworks &
Policies
Inside Security
Outside &
Threats
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9. Building Blocks Towards Agile IT
AGILE IT
 Enterprise Architecture
 Modular Infrastructure, Application & Security (SOA)
 Infrastructure
 Virtualize Servers – TCO, Provisioning Time, Asset Utilization
 Virtualize Desktops/Applications –
Mobility, Deployment, Upgrade, Security
 Virtualized & Tiered Storage –
Interoperability, Performance, Thin-Provisioning
 Backup, DeDup & Archival – Faster Backup, Secure Data
Movement
 Active-Active DR Capability – Resilience & Site
Recovery, Investment Utilization
 ESB
 Avoid Point-Point connection; Use a solid Middleware
 Modularity
 SDLC
 Optimized SDLC, Faster & Consistent Service Provisioning
 ERP, CRM, BI, EDMS & Workflow
 Automation & Integration for enhanced Efficiency
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10. Policies, Processes, Work Instructions ….
IT Asset Lifecycle – IMAC-D
 Distinguish Between:
• Policies
• Processes
• Work Instructions
• Checklists
• Guidelines
 Policies Are Clear, Concise, Unambiguous & Addresses IMAC-D
 Processes Exists for all Routine & Operational Activities
 Work Instructions & Checklists are equally important
 Apply PDCA approach for Continuous Improvement
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11. IT as a Service & Charge-Back to Business
IT Services & Service Catalog
 Ensure to have all IT Service Delivery Processes Well Documented
 Have all Services Listed
 Create an User Friendly IT Service Catalog with Service Costing
 See which Services can be offered as a Self-Service
 Have an SLA signed with the Business
 Have relevant Under-pinning Contracts
 Provide the Services
 Generate Service-Reports by Department, By User etc.
 Charge-Back the Business for the Services Offered
Ensure to Have the Services Delivered Efficiently and Cost Effectively
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12. Outsourcing & Managed Services
Key Considerations:
• Is This Strategic or Even Tactical?
• Which is a good candidate for outsourcing?
• Dimensions of Outsourcing – How Much is Too Much
• Contractual side of IT Sourcing
• Service Levels Agreements (SLAs)
• SLA Matrix and KPI
• Intangible; yet key factors of successful outsourcing
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13. Business & IT Transformation
In-House 
Outsourcing 
Cloud
- Full Control - Lack of Agility
Do IT In-House - Secure (CIA & IP) - Complex Environment
- High Tech Skills
- High Mgmt Overheads
- Technical Management
- Improved Efficiency & - Risks Around IP & CIA
Business Process Outsourcing Accuracy - New Dimensions of IT
- Low Tech Skills Vendor Management
- Reduced Technical Mgmt - Challenge of Performance &
- Medium Mgmt Overheads SLA Measurement
Large Scale or Total Outsourcing - Fosters Focus towards - Risk of Cost Escalation
Core Business Matters
- Much Improved Agility - Complex Decision Making
- Substantial Reduction of - Risks Around CIA & IP
Cloud Services (PaaS, IaaS, SaaS) Managing Technical - Where is the Cloud (Here,
Complexity Near or Far)?
- Fosters Focus towards - What Are The Standards?
Innovation & Core Business - What Are The Governing
Matters Laws
- How Do I Retrace My Steps?
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14. Risk Takers, Early Adopters & Vantage Players
 New Business Models – New Advantages, New
Risks, New Challenges
 Early Adopters Are The Risk Takers Who Shapes
Transformations
 Corporate IT Strategies To Include Cloud
 The “Here”& “Near” Scores Higher
 Local ISP Clearly Are at A Vantage Point
o Example: Common Security Threats
 Service Delivery of Routine & Common Services:
o Holding & Government Organizations Can Setup Their Private
Cloud
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15. Decision Making – To Spark Your Thoughts …..
• Is this Service Related To Your Core
Competencies? – If Not, Think….
• What Is the Cost & Effort to Provide This
Service? - If Substantial or Even
Considerable, Work Out the ROIs ….
• Is A Cloud Service Available? – Locally, In
the Region, Distant….
• Are There Any Governing Policies/Laws
That Inhibits? – Within Your Org or Local
• If Indicators Are Favorable - Go
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16. Project Funding & Business Case Ideas
CAPEX intensive projects
 Joint Ventures & Co-Funding
 Differed Payment Models
 3 years OPEX, TCO & ROI + Indirect Costs
Business Cases – “The Tough Nuts”
 Risk, Probability & Impact -- $$$
 Cost of lost Opportunity
 Cost of losing Market-Share
 Cost of losing Image as “Innovates & In The Forefront”
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17. Maturity Models & Certifications
IT Maturity – Evolve your IT
 Reactive – Business decides; IT requirement is conveyed
 Collaborative & Proactive – IT is involved with Business
 Predictive & Influential – IT predicts & influences Business
 Service Oriented & Well Orchestrated – Agile IT
 IT Costs are Charged-Back – IT has to be Competitive
Frameworks, Capability & Quality Certifications
 COBIT
 CMMI
 ITIL
 ISO – Service Management; IT Security, IT Governance
Business Is Happy; Credibility is Endorsed !!
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18. Summary of IT Transformation Road Map
 Quick Wins
 Strategic Plans
 Tactical Plans
 IT Risk, Compliance & Governance
 IT Architecture – Simple, Modular, Secure & Future-Proofed
 Agile IT – Infrastructure, Applications, SDLC & Process
 Cloud, Outsource, Co-source, JVs & Insource – Balance IT
Right
 Service Delivery – Efficient, Optimized & Consistent
 HR Assets – Honed Skills, Motivated & Believes
Keep All Stakeholders Well Informed
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19. Thank You
indranil.guha@cbd.ae
Questions?
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