CIO Straight Talk - Issue 2 - 15

Good working relationships between business and IT are
partly the result of the CIO and his business counterparts
informally working to establish good personal relationships.
But there are more formal ways to foster cross-functional
ties. “It’s the dialogue between IT and the business that’s
really important,” says Richard Boynett, the Old Mutual
CIO. He has tried to stimulate that dialog through scheduled
get-togethers that bring together executives from IT and a
particular business division. The gatherings are called
innovation workshops, but in fact they’re informal, openended conversations about pretty much anything that people
have on their minds. “We’ve probably done 15 of them so
far,” Boynett says, “and every time I come away ecstatic that
we found a number of things that we can do to help each
other – a different way of engaging or a set of challenges that
now we look at in a new way.”

What CIOs want from the IT organization
Just as people have high expectations of CIOs, so CIOs
have high expectations of the people in their organizations:
“I want them to be passionate about their work,” says Andy
Dulka, of Allianz Life.
“I want the IT organization to be 100 percent customerfocused, our people to be viewed as the internal consultants
who help stuff get done in the business,” say Richard
Boynett, of Old Mutual.
“They have to be trilingual – able to speak Business Strategy
and speak Operations and speak IT,” says John McDermott,
until recently the CIO at Xerox and now the company’s
President of Strategy, Business Process Architecture and
Change Management for Technology Business.
Such demands come on top of two fundamental requirements for people in IT – a constant upgrading of their skills
to keep pace with rapid changes in technology and improvement in their understanding of the business, as IT becomes
more integral to business objectives. “They’ve got to be
comfortable with change,” Boynett adds. “We’re sitting on
the front edge of technology and people can’t hang onto
things that we’ve done for the last five or 10 years just
because we’re good at it. We have to continually learn and
grow.”

of individuals whose expertise allows us to not only serve
our technology needs but also to serve the needs of the
business. You clearly need people with various types of
technical expertise that are necessary to get the job done.
“But you also need people with expertise in various aspects
of the business. The CIO’s more strategic role today requires
you to really understand the business you’re serving. But
you can't expect any one individual to understand all aspects
of the business, especially given a diverse portfolio. So
having a strong organization is critical.”

What CIOs want from external
partners and vendors
CIOs’ wish list for their service providers and other suppliers can be divided into two categories: deliverables-related
and relationship-related.
In the first category, CIOs want from their service providers
such things as superior technical capabilities and an understanding of the client’s business, including its value proposition, its source of competitive advantage and the priorities of
its customers; innovative engagement and pricing models,
such as managed services; and the offering of complete
solutions to a problem rather than a series of piecemeal fixes.
(For a description of HCL’s approach to providing
solutions, see the sidebar “Easing CIO Pain Points.”)
They want a service provider that has a proactive approach
to the engagement, taking the lead in suggesting solutions
and initiating new approaches. They want their engagement
put in context, with the service provider sharing information
and insights gained from working with other companies in
the same industry or with similar IT challenges.

Senior managers will sometimes
sign up for a program based on
the savings it will generate.
Then, when it’s time for implementation, they get nervous and
back out.

Oh, and don’t forget a few additional requirements noted by
one of the survey respondents: “They need a broader understanding of multinational business and IT operations, as well
as the ability to communicate effectively at senior levels and
to manage end user expectations.”
That’s asking a lot. But there’s a reason.
“Fifteen or 20 years ago, your job was to be current on all of
the technology,” says Barry Libenson, the CIO at Land
O’Lakes. “But the days of being a CIO that really understands all things are over. I rely very heavily on a strong staff

Daniel Focazio

CIO Global Shared Services
Wolters Kluwer

CIO Straight Talk //

15



CIO Straight Talk - Issue 2

Table of Contents for the Digital Edition of CIO Straight Talk - Issue 2

CIO Straight Talk - Issue 2
Contents
So What Do CIOs Want
Innovation at the Periphery
The CIO as Thought Leader
Career Move: From Managing Technology to Managing Change
Every CIO is in the Information Business
Analytics and Decision Making
Putting IT at the Center of the Customer Experience
Pick n Pay Focuses on Delivering Value to Customers
Bringing "Lean" to IT
Whither the Cloud in a Stormy IT Enviroment?
Management by Driving a Stake in the Ground
From Data Processing to Orchestrating Knowledge
Extreme Collaboration
Enterprise Mobility: Delivering the Connected Customer Experience
CIO Straight Talk - Issue 2 - CIO Straight Talk - Issue 2
CIO Straight Talk - Issue 2 - Cover2
CIO Straight Talk - Issue 2 - 3
CIO Straight Talk - Issue 2 - Contents
CIO Straight Talk - Issue 2 - 5
CIO Straight Talk - Issue 2 - So What Do CIOs Want
CIO Straight Talk - Issue 2 - 7
CIO Straight Talk - Issue 2 - 8
CIO Straight Talk - Issue 2 - 9
CIO Straight Talk - Issue 2 - 10
CIO Straight Talk - Issue 2 - 11
CIO Straight Talk - Issue 2 - 12
CIO Straight Talk - Issue 2 - 13
CIO Straight Talk - Issue 2 - 14
CIO Straight Talk - Issue 2 - 15
CIO Straight Talk - Issue 2 - 16
CIO Straight Talk - Issue 2 - 17
CIO Straight Talk - Issue 2 - Innovation at the Periphery
CIO Straight Talk - Issue 2 - 19
CIO Straight Talk - Issue 2 - 20
CIO Straight Talk - Issue 2 - 21
CIO Straight Talk - Issue 2 - The CIO as Thought Leader
CIO Straight Talk - Issue 2 - 23
CIO Straight Talk - Issue 2 - 24
CIO Straight Talk - Issue 2 - 25
CIO Straight Talk - Issue 2 - Career Move: From Managing Technology to Managing Change
CIO Straight Talk - Issue 2 - 27
CIO Straight Talk - Issue 2 - 28
CIO Straight Talk - Issue 2 - 29
CIO Straight Talk - Issue 2 - Every CIO is in the Information Business
CIO Straight Talk - Issue 2 - 31
CIO Straight Talk - Issue 2 - 32
CIO Straight Talk - Issue 2 - 33
CIO Straight Talk - Issue 2 - Analytics and Decision Making
CIO Straight Talk - Issue 2 - 35
CIO Straight Talk - Issue 2 - 36
CIO Straight Talk - Issue 2 - 37
CIO Straight Talk - Issue 2 - 38
CIO Straight Talk - Issue 2 - 39
CIO Straight Talk - Issue 2 - Putting IT at the Center of the Customer Experience
CIO Straight Talk - Issue 2 - 41
CIO Straight Talk - Issue 2 - 42
CIO Straight Talk - Issue 2 - Pick n Pay Focuses on Delivering Value to Customers
CIO Straight Talk - Issue 2 - 44
CIO Straight Talk - Issue 2 - 45
CIO Straight Talk - Issue 2 - 46
CIO Straight Talk - Issue 2 - Bringing "Lean" to IT
CIO Straight Talk - Issue 2 - 48
CIO Straight Talk - Issue 2 - 49
CIO Straight Talk - Issue 2 - 50
CIO Straight Talk - Issue 2 - Whither the Cloud in a Stormy IT Enviroment?
CIO Straight Talk - Issue 2 - 52
CIO Straight Talk - Issue 2 - 53
CIO Straight Talk - Issue 2 - 54
CIO Straight Talk - Issue 2 - 55
CIO Straight Talk - Issue 2 - Management by Driving a Stake in the Ground
CIO Straight Talk - Issue 2 - 57
CIO Straight Talk - Issue 2 - 58
CIO Straight Talk - Issue 2 - From Data Processing to Orchestrating Knowledge
CIO Straight Talk - Issue 2 - 60
CIO Straight Talk - Issue 2 - 61
CIO Straight Talk - Issue 2 - Extreme Collaboration
CIO Straight Talk - Issue 2 - 63
CIO Straight Talk - Issue 2 - 64
CIO Straight Talk - Issue 2 - 65
CIO Straight Talk - Issue 2 - Enterprise Mobility: Delivering the Connected Customer Experience
CIO Straight Talk - Issue 2 - 67
CIO Straight Talk - Issue 2 - 68
CIO Straight Talk - Issue 2 - 69
CIO Straight Talk - Issue 2 - 70
CIO Straight Talk - Issue 2 - 71
CIO Straight Talk - Issue 2 - 72
CIO Straight Talk - Issue 2 - 73
CIO Straight Talk - Issue 2 - 74
CIO Straight Talk - Issue 2 - Cover3
CIO Straight Talk - Issue 2 - Cover4
http://magazine.straighttalkonline.com/assetheavy2020
http://magazine.straighttalkonline.com/issue11
http://magazine.straighttalkonline.com/womenintech2
http://magazine.straighttalkonline.com/issue11
http://magazine.straighttalkonline.com/issue10
http://magazine.straighttalkonline.com/issue9
http://magazine.straighttalkonline.com/issue8
http://magazine.straighttalkonline.com/issue7
http://magazine.straighttalkonline.com/issue6
http://magazine.straighttalkonline.com/issue5
http://magazine.straighttalkonline.com/issue4
http://magazine.straighttalkonline.com/issue3
http://magazine.straighttalkonline.com/issue2
http://magazine.straighttalkonline.com/issue1
https://www.nxtbookmedia.com