2. The Role of Business Mindset We have been appropriately empowered to solve many of our problems ourselves in a safe and consistent way We must take matters in our own hands when the IT organization is non-responsive We collaborate inside and out to discover new ways to create exceptional customer experiences and shareholder value We know what our customers want and what is good for them Some IT investments are treated as “options” to enable (but not necessarily commit us to) future initiatives and capabilities Investments in IT must show a clear and compelling return Customers are people with whom we create products, services and experiences Customers are people to whom we deliver products and services Information and IT are critical to differentiating us in the marketplace IT is an enabler of the business, but not a differentiator Information and IT are integral to everything we do – there is a confluence of business and IT capabilities such that these are inherent in the business operating model IT is the name we give to a support organization Business strategy is informed by IT possibilities IT responds to business strategy We experiment often, reward creativity, and learn from failure Risk is to be avoided at all costs IT is integral to our business vision Our business vision is not dependent on IT We accept change as a constant and value agility and innovation We are a stable business – tomorrow will look very much like yesterday IT is critical to winning IT supports our business model Level 3 Business Mindset Level 2 Business Mindset

3. The Role of IT Mindset Our cost reduction contributions are a given and ongoing – but we excel at stimulating business value and innovation We excel at taking costs out of the business and IT We foster an “edge” environment that encourages rapid and self-service experimentation and innovation We provide IT solutions for the business Our most important role is raising “IT Savvy” at all levels of the business Our business partners just don’t “get it!” We collaborate with the business and finance in a disciplined way to understand how IT investments become realized value The value of IT can’t be measured We identify and reuse capabilities from inside and outside to solve business problems quickly and effectively Our success is measured by the size and complexity of the solutions we create We bring IT leadership to every facet of the business – anticipating and shaping requirements We must be responsive to business requirements We are part of a collaboration between the business, customers, and the corporate functions to discover new ways to create value We support a traditional business – tomorrow will very much be a continuation of yesterday We only own those IT assets and capabilities that differentiate the business in the marketplace We must own all our IT assets and capabilities Level 3 IT Mindset Level 2 IT Mindset