This case study provided insight in how ING Group used a corporate cloud training program, facilitated by ITpreneurs, supported by the Cloud Credential Council and using the CompTIA Cloud Essentials exam. Download a copy at www.cloudcredential.org

1. Cloud Computing
Competence Development
Case
Study

2. Case Study:
ING Building Cloud Competences
ING’s Company Profile
ING, a global financial organization:
ING - banking, investments, life insurance and retirement services
• 0 countries, in Europe, North America, Latin America, Asia and Australia
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• 85-million private, corporate and institutional customers
• 107 ,000 employees, EUR 1,261 trillion in assets
ING’s vision is to be the preferred bank for its customers. This means:
• First choice for all banking and financial needs
• Exceeding expectations every time, so that the customer will recommend ING to others
• Trusted as the primary bank for managing the customer’s financial future
Client Summary: ING
Challenge: Improve organizational capabilities to be able to adopt cloud computing.
Solution: Create awareness around cloud computing and train 1,500 people to build the right compe-
tencies and skills.
Results: Workforce acquired the appropriate skills and competencies to support ING in attaining the
benefits of cloud computing.
Related Information: www.ing.com - www.itpreneurs.com
Key Takeaways:
Cloud Appetite: Organizations want to start quickly, but they often forget to build cloud competencies
first! It’s important to understand how roles and skills will change as a result of the cloud.
Cloud Journey: Getting to cloud adoption is going to be a journey and everyone needs to be involved,
IT and the business. Organizations need to ensure everyone works together to get all stakeholders on
board.
Roadmap: Many organizations start with the cloud, without having a complete picture or roadmap. It’s
important to start planning for tomorrow’s IT, today!
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3. ING’s IT Strategy
ING set out a cloud strategy that had the potential for substantial savings in cost while also providing for
greater control of IT infrastructure, newer technology, improved stability, and a more agile organization.
However, ING understood that the roles of IT professionals change as a result of adopting a different
concept for managing IT services (the cloud), and that cloud has an impact on the people who work in the
IT organization.
In order to prepare ING’s IT organization for the future and to manage this transition successfully, ING realized that it is
essential to take the people along and prepare them for the journey. ING adopted an approach whereby they skilled
their staff to gain an understanding of the key principles of virtualization and cloud computing, ensuring that the workforce
has the right skill set and competencies to enable the organization to support the following transformational objectives
with respect to the cloud:
• Transform the competencies of the IT workforce from working in a “traditional” IT department to working in a next-
generation service provider.
• Achieve best-in-class cost ratio as the technology service provider of choice.
• Reduce the risk and complexity inherent in a fragmented data strategy.
• Virtualize to modern, future-proof platforms.
• Build a cloud operating model.
Cloud Implementation Project Analysis
Cloud computing promises a more flexible “services” model for IT systems that puts the business unit or customer at the
center of the process. However, this will not happen overnight because the people, processes, and technology need
to support this change. The journey to the cloud includes making changes to the way people work, the types of skills
needed in the organization, and the relationship of the organization and its users with its IT providers. ING’s success in
preparing the organization for the cloud lies in the fact that ING did not treat the journey towards the cloud as an IT-only
issue, but rather involved the entire organization. For that purpose, ING initiated a large-scale awareness and education
campaign around their cloud initiative. The graph below shows ING’s awareness and education program lifecycle,
visually, over time.
Marketing/Awareness
Campaign
Project Lifecycle
Video
Message Awareness
CIO/ICTO Campaign Distribute Publication
# of employees involved
Virtualization Cloud Business
Essentials Essentials Simulation
Course Course Sessions
Exam
Exam
Manager’s Workshop/Seminar
October 2010 time February 2011
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4. Cloud competence development program as deployed at ING
1. Kick-Off Message
The program was initiated with a video by the CTO. Senior management, including the Head of ING Domestic Banking,
also backed up the program, which showed support from the business – explaining that the organization was going
through a long-term technology change.
2. Internal Campaign
At the same time, ING initiated a number of internal marketing activities to announce the availability of the cloud (train-
ing) program. While the internal marketing campaign was underway, the workforce started with taking the appropriate
training, which was provided by ITpreneurs. The training courses were integrated within the online ING learning platform,
allowing learners from various locations to take the online courses at times most convenient to them.
3. Training
Every employee whose job role was directly affected by the cloud participated in the awareness and training program.
Project managers, key business managers, and IT relationship managers participated in an Awareness program, focusing
specifically on the business need, the key concepts, and terminology.
All IT professionals as well as business users with a very large impact on their roles and skills as a result of the cloud
participated in the Cloud Certification Program. Those involved in the actual technology side of the cloud, participated in
further specialized courses, such as the Virtualization Essentials Certification.
At the time of writing, ING has trained close to 1,500 people to ensure that they are capable of supporting ING’s cloud
strategy. A diagram is included in this section, which outlines in which order the products were used, as well as the audi-
ences for the courses.
4. Self-Study & Simulation
An essential cloud book, containing additional reading material and case studies, was developed and offered to those
who completed training. Finally, the virtual business simulation, “Cloud Challenge”, allowed participants to put their ob-
tained cloud and virtualization knowledge in practice.
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5. Competence Development Elements: Target Audience
IT Operations,
IT Technical Services Specialists,
Cloud Cloud
Business IT Relationship Managers,
Essentials Essentials
Simulation IT Arquitects, IT Consultants,
Exam
Key Business Users
Virtualization Virtualization Business
Essentials Essentials Simulation IT Operations, IT Technical Specialists,
Exam IT Arquitects, IT Consultants
Cloud
Awareness Key Business Users
IT Project Managers
Get Ready for
Cloud Computing
Publication
Everyone in IT
This diagram shows which target audiences have used which elements of the Cloud Competence Development Program.
5. Conclusion
The complete program was rolled out over a period of several months and has contributed to a rapid understanding
and acceptance of the cloud by the IT workforce and business users.
To date, ING has made great progress with its cloud initiative. Building on its private cloud and preparing to explore the
public cloud offering:
• A full competence development program was offered, targeting all relevant stakeholders in the IT organization with
relevant courses. As a result, ING ensured that the competencies were available to support ING’s cloud strategy.
• Increased employability: IT professionals benefited from an internationally recognized certificate that adds significant
value to their resume and career prospects.
• ING as an innovative IT organization: ING is acting at the forefront of the cloud: Providing training and certifying
their IT workforce as well as preparing them for working in the cloud, which demonstrates the thought leadership of
ING in the cloud domain.
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6. Testimonials
Name: Tony Kerrison
Function: CTO, ING
Statement:
“Establishment of internal cloud competences is so critical to be able to successfully lever-
age cloud services — without these, and having the workforce understand them, we’ll never
be able to exploit the marketplace in the right way. Rolling out a comprehensive cloud and
virtualization training program, tailored to ING’s needs, is an integral part of our ambitious IT
strategy.”
Name: Sukhbir Jasuja
Function: CEO, ITpreneurs
Statement:
“Of course, having the opportunity to support an organization such as ING is great. But
what is most inspiring is to see such a large organization being very focused and dedicated
in making sure that before embarking on the cloud, the organization is ready for the cloud
and that its workforce is able to support it.”
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