Gartner analysts go one-on-one with each Keynote guest. Trends confirmed. Illusions shattered. News broken.
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Getting IT Right: Customer-Centric IS
CIOs, senior IS managers, CXOs, senior business unit leaders
Tutorial: Getting IT Right: Gaining Business Ownership
(01B)
12:30 pm - 1:30 pm 23 March 2003
Rosser, Bill
Delivering services customers want and support is a hallmark of the sound ISCo model. Gaining business understanding and cooperation reqgarding alignment with strategy and value of IT services is spelled out here, aided by portfolio management.
Lead Presentation: Getting IT Right: Building the Customer-Centric Internal IS Service Company.
(13C)
11:30 am - 12:30 pm 24 March 2003
Young, Colleen
By behaving like an ESP, IS can resolve the bulk of its constraints. The ISCo model competitively positions IS against ESPs while providing the mechanisms and structures to both prove and enhance the business value it delivers.
Getting IT Right: Developing the Customer-Centric IS Product Line
(22D)
10:00 am - 11:00 am 25 March 2003
Kirwin, Bill
This presentation will detail the internal product developer's role in defining and implementing the building blocks of an internal services company (ISCo). Topics will include analyzing the market, establishing the value proposition and defining the ISCo product and service line.
Sustaining Intelligent Enterprise Business Relationships
(23A)
11:30 am - 12:30 pm 25 March 2003
Hunter, Richard
The ability to develop and sustain high-quality enterprise relationships becomes a source of advantage with the increase in internal and external stakeholders. Enterprises are more dependent on relationships with partners, suppliers and customers to sustain business processes.
- What are the different types of business relationships that now typify enterprise interactions?
- What makes for effective business relationships, and how do you construct and manage them?
- How can CIOs positively influence and support these relationships?
Getting IT Right: Financial Management in the Customer-Centric IS Organization
(25B)
2:00 pm - 3:00 pm 25 March 2003
Gomolski, Barbara
Building a customer-centric IS organization calls for a unique approach to financial management. This presentation explores key financial issues like cost accounting, determining market-based pricing, chargeback and the profit-oriented funding model. It also examines the total cost of ownership associated with running IS like a business.
Getting IT Right: Managing Customer-Centric Service Delivery
(37D)
4:00 pm - 5:00 pm 26 March 2003
Mack, Bob
Transforming a traditionally structured IS organization into an internal services company (ISCo) requires an in-depth adaptation of the IS management model. Fixing processes, getting them organized by service and managing all this to stay in business are all challenges this presentation will address.
Getting IT Right: Customer-Centric Governance and Organization Design
(38I)
5:30 pm - 6:30 pm 26 March 2003
Dallas, Susan
Delivering customer-centric services reliably requires world-class IT governance supported by an IS organization whose defining principle is service delivery. This presentation explores which governance processes and structures best support the ISCO model and crafts an idealized IS "org chart"; the competencies required for a truly customer-centric organization are also examined.
Gartner 360°: Meeting Business Objectives With Systems Management Processes
(41A)
8:00 am - 9:00 am 27 March 2003
Nicolett, Mark Moore, Sean Stanley, Craig
IT operations managers are desperate to lower costs and improve quality of service. The key is good planning and well-developed asset, change, and problem management processes. Gartner Research, Consulting and Measurement present advice on best practices and implementation.
Gartner Predicts: The Future of IT Management
(45C)
1:30 pm - 2:30 pm 27 March 2003
Mack, Bob
The continuing integration of IT as a critical component of the enterprise will require greater involvement and responsibility for IT decision making on the part of the business. This will redefine roles, responsibilities and the relationship between business and IT management. This presentation will integrate research from several management-related areas to provide a cohesive vision of the future of IT management and steps that IS organizations can take today to prepare both IT management and business leaders for this change.
- What are Gartner's "Top 10" predictions for IT management through 2007?
- How can enterprises best prepare for the major changes in IT management in 2007?
Measuring the Business Value of IT: Where Do We Stand?
(46A)
3:00 pm - 4:00 pm 27 March 2003
Sechrest, Lynn
To get where you want to be, you have to know where you stand. Every IT organization needs to know where it stands in relation to peers, to justify its investment and to meet the business goals of the enterprise. In a challenging business environment, the efficiencies you extract from your IT investment will have a major positive impact on competitiveness.
- Why is it so difficult to measure and express the value that IT brings to the business?
- What are some of the best measures for defining IT value?
- How is IT proactively and effectively communicating the value to the business?
Getting IT Right: Adopting Competitive-Service Business Practices
(47E)
4:30 pm - 5:30 pm 27 March 2003
Young, Colleen
Running IS as a business is a complex challenge requiring transformation on many dimensions. This presentation discusses how to implement the ISCo model from a practical, time and project-based perspective.
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