Webinar Business Technology Strategy Planning A Framework To

Webinar Business Technology Strategy Planning: A Framework To Move IT Beyond Alignment Nigel Fenwick, Vice President, Principal Analyst February 16, 2012. Call in at 10: 55 a. m. Eastern time 1 © 2009 Forrester Research, Inc. Reproduction Prohibited 2012

Strategic planning lies at the heart of business technology alignment. 2 © 2012 Forrester

IT staff are confused about strategy. Just 36% of IT orgs report business unit strategies as clearly defined and well understood. Source: Q 4 2011 Global Technology Strategy Online Survey 3 © 2012 Forrester Research, Inc. Reproduction Prohibited

While most business strategy is developed without IT Only 12% of orgs have integrated BT strategies. 4 Source: Q 4 2011 Global Technology Strategy Online Survey © 2012 Forrester Research, Inc. Reproduction Prohibited

Business leaders seek to reduce complexity and increase agility. 5 © 2012 Forrester Research,

And business unit leaders seek continuous refinement 74% of CEOs of standout companies pursue strategy as an iterative, continuous activity and not based on formal annual planning. 6 © 2012 Forrester Research, Inc. Reproduction Prohibited

The solution for IT lies in BT strategy. . . the next evolution for

8 © 2012 Forrester Research, Inc. Reproduction Prohibited

BT strategic planning playbook Create strategic vision. Future business What are the emerging business trends? What consumer and workforce trends might impact our strategic choices? What emerging customer models have value to our org? Future technology What are the emerging technology trends? What emerging technologies are our customers using? What technologies can improve business operations? Assess readiness What roles do I need to execute on BT strategic planning? Is my business ready? Is my team ready? 9 Set business technology strategy. Set business goals What are our business goals? What are our strategic capabilities? What role does IT play in shaping business strategy? Select strategies What are the optimum strategies to get to our goals? What technologies create new strategy options? How should we evaluate technologies? Build road map What’s the optimum mix of technology to support the business strategies? What’s the road map for getting there? What IT principles are needed? © 2012 Forrester Research, Inc. Reproduction Prohibited Develop IT business plan. Build/buy IT capabilities Measure outcomes. Manage performance What IT capabilities do we need? What capabilities should I source? What is the optimum portfolio of IT services? What are the performance measures we need? How do I measure effectiveness? How do I compare with others? Optimize organization Measure results What skills and roles do I need to hire versus source? What is my ideal org design? How do my salaries compare with others? What are the KPIs for BT? How do I compare? What is a balanced scorecard for BT orgs? Set budgets Communicate impact How do IT costs break down into RTB versus GTB? What is the best way for IT to allocate costs to business units? How do we compare? How do I communicate IT value? What communication skills do we need? What’s the BT marketing strategy?

First half: Develop BT strategy. 10 © 2012 Forrester Research, Inc. Reproduction Prohibited

Understand broad business trends See the opportunity. 1. 1. 1 Future business Set the strategy 1. 2. 1 Set Business Goals Execute the strategy 1. 3. 1 Build / buy IT capabilities What are the emerging business trends? What consumer and workforce trends might impact our strategic choices? What emerging customer models have value to our org? What are our business goals? What are our strategic capabilities? What role does IT play in shaping business strategy? What IT capabilities do we need? What capabilities should I source? What is the optimum portfolio of IT services? 1. 1. 2 Future technology What are the emerging technology trends? What emerging technologies are our customers using? What technologies can improve business operations? 1. 2. 2 Develop Strategies 1. 3. 2 Optimize Organization 1. 1. 3 Assessment readiness 1. 2. 3 Build Roadmap 1. 3. 3 Set Budgets What roles do I need to execute on BT strategic planning? Is my business ready? Is my team ready? What’s the optimum mix of technology to support the business strategies? What’s the roadmap for getting there? What IT principles are needed? How do IT costs break down into RTB vs. GTB? What is the best way for IT to allocate costs to business units? How do we compare? 11 What are the optimum strategies to get to our goals? What technologies create new strategy options? How should we evaluate technologies? © 2012 Forrester Research, Inc. Reproduction Prohibited what skills and roles do I need to hire vs. source? What is my ideal Org design? How do my salaries compare to others? Measure and optimize results 1. 4. 1 Manage Performance What are the performance measures we need? How do I measure effectiveness? How do I compare to others? 1. 4. 2 Measure Results What are the KPIs for BT? How do I compare? What is a balanced scorecard for BT orgs? 1. 4. 3 Communicate Impact How do I communicate IT value? What communications skills do we need? What’s the BT marketing strategy?

Track emerging technology trends See the opportunity. 1. 1. 1 Future business Set the strategy 1. 2. 1 Set Business Goals Execute the strategy 1. 3. 1 Build / buy IT capabilities What are the emerging business trends? What consumer and workforce trends might impact our strategic choices? What emerging customer models have value to our org? What are our business goals? What are our strategic capabilities? What role does IT play in shaping business strategy? What IT capabilities do we need? What capabilities should I source? What is the optimum portfolio of IT services? 1. 1. 2 Future technology What are the emerging technology trends? What emerging technologies are our customers using? What technologies can improve business operations? 1. 2. 2 Develop Strategies 1. 3. 2 Optimize Organization 1. 1. 3 Assessment readiness 1. 2. 3 Build Roadmap 1. 3. 3 Set Budgets What roles do I need to execute on BT strategic planning? Is my business ready? Is my team ready? What’s the optimum mix of technology to support the business strategies? What’s the roadmap for getting there? What IT principles are needed? How do IT costs break down into RTB vs. GTB? What is the best way for IT to allocate costs to business units? How do we compare? 12 What are the optimum strategies to get to our goals? What technologies create new strategy options? How should we evaluate technologies? what skills and roles do I need to hire vs. source? What is my ideal Org design? How do my salaries compare to others? Measure and optimize results 1. 4. 1 Manage Performance What are the performance measures we need? How do I measure effectiveness? How do I compare to others? 1. 4. 2 Measure Results What are the KPIs for BT? How do I compare? What is a balanced scorecard for BT orgs? 1. 4. 3 Communicate Impact How do I communicate IT value? What communications skills do we need? What’s the BT marketing strategy? Source: October 7, 2011, “The Top 10 Business Technology Trends EA Should Watch: 2012 To 2014” Forrester report © 2012 Forrester Research, Inc. Reproduction Prohibited

See the opportunity: Assess readiness See the opportunity. Set the strategy Execute the strategy Innovation 1. 1. 1 Future business 1. 2. 1 Set Business Goals 1. 3. 1 Build / buy IT capabilities What are the emerging business trends? What consumer and workforce trends might impact our strategic choices? What emerging customer models have value to our org? What are our business goals? What are our strategic capabilities? What role does IT play in shaping business strategy? What IT capabilities do we need? What capabilities should I source? What is the optimum portfolio of IT services? 1. 1. 2 Future technology What are the emerging technology trends? What emerging technologies are our customers using? What technologies can improve business operations? 1. 1. 3 Assessment readiness What roles do I need to execute on BT strategic planning? Is my business ready? Is my team ready? 13 1. 2. 2 Develop Strategies What are the optimum strategies to get to our goals? What technologies create new strategy options? How should we evaluate technologies? What’s the optimum mix of technology to support the business strategies? What’s the roadmap for getting there? What IT principles are needed? © 2012 Forrester Research, Inc. Reproduction Prohibited 1. 4. 1 Manage Performance What are the performance measures we need? How do I measure effectiveness? How do I compare to others? Communication 1. 3. 2 Optimize Organization what skills and roles do I need to hire vs. source? What is my ideal Org design? How do my salaries compare to others? Foundation 1. 2. 3 Build Roadmap Measure and optimize results 1. 3. 3 Set Budgets How do IT costs break down into RTB vs. GTB? What is the best way for IT to allocate costs to business units? How do we compare? 1. 4. 2 Measure Results What are the KPIs for BT? How do I compare? What is a balanced scorecard for BT orgs? 1. 4. 3 Communicate Impact How do I communicate IT value? What communications skills do we need? What’s the BT marketing strategy?

Set business goals Set business technology strategy. y Set business goals What are our business goals? What are our strategic capabilities? What role does IT play in shaping business strategy? y Select strategies What are the optimum strategies to get to our goals? What technologies create new strategy options? How should we evaluate technologies? Build road map ess What’s the optimum mix of technology to support the business strategies? What’s the road map for getting there? What IT principles are needed? 14 Execute the strategy 1. 3. 1 Build / buy IT capabilities What IT capabilities do we need? What capabilities should I source? What is the optimum portfolio of IT services? 1. 3. 2 Optimize Organization what skills and roles do I need to hire vs. source? What is my ideal Org design? How do my salaries compare to others? 1. 3. 3 Set Budgets How do IT costs break down into RTB vs. GTB? What is the best way for IT to allocate costs to business units? How do we compare? Measure and optimize results 1. 4. 1 Manage Performance What are the performance measures we need? How do I measure effectiveness? How do I compare to others? 1. 4. 2 Measure Results What are the KPIs for BT? How do I compare? What is a balanced scorecard for BT orgs? 1. 4. 3 Communicate Impact How do I communicate IT value? What communications skills do we need? What’s the BT marketing strategy? Source: December 31, 2010, “Beyond Alignment: BT Strategic Planning” Forrester report © 2012 Forrester Research, Inc. Reproduction Prohibited

Identify the optimum strategies to achieve goals Set business technology strategy. y Set business goals What are our business goals? What are our strategic capabilities? What role does IT play in shaping business strategy? y Select strategies What are the optimum strategies to get to our goals? What technologies create new strategy options? How should we evaluate technologies? Build road map ess What’s the optimum mix of technology to support the business strategies? What’s the road map for getting there? What IT principles are needed? 15 Execute the strategy 1. 3. 1 Build / buy IT capabilities What IT capabilities do we need? What capabilities should I source? What is the optimum portfolio of IT services? 1. 3. 2 Optimize Organization what skills and roles do I need to hire vs. source? What is my ideal Org design? How do my salaries compare to others? 1. 3. 3 Set Budgets How do IT costs break down into RTB vs. GTB? What is the best way for IT to allocate costs to business units? How do we compare? © 2012 Forrester Research, Inc. Reproduction Prohibited Measure and optimize results 1. 4. 1 Manage Performance What are the performance measures we need? How do I measure effectiveness? How do I compare to others? 1. 4. 2 Measure Results What are the KPIs for BT? How do I compare? What is a balanced scorecard for BT orgs? 1. 4. 3 Communicate Impact How do I communicate IT value? What communications skills do we need? What’s the BT marketing strategy?

Capabilities help refine strategic thinking Strategic capabilities 2 1 People • Salespeople • Sales support • Inside sales • Account mgrs. • Sales execs Processes • Order capture • Order confirmation • Delivery scheduling Information • Payment processing Services Information • On-hand inventory • Account credit • Customer detail • Product catalog 16 3 4 5 6 7 Source: December 31, 2010, “Beyond Alignment: BT Strategic Planning” Forrester report © 2012 Forrester Research, Inc. Reproduction Prohibited

The road map builds the technology plan 1. Revalidate business case. Set business technology strategy y Set business goals What are our business goals? What are our strategic capabilities? What role does IT play in shaping business strategy? y Select strategies What are the optimum strategies to get to our goals? What technologies create new strategy options? How should we evaluate technologies? Build road map ess What’s the optimum mix of technology to support the business strategies? What’s the road map for getting there? What IT principles are needed? 17 Execute the strategy Measure and optimize results 6. Communicate the road map. 1. 4. 1 Manage Performance 1. 3. 1 Build / buy IT capabilities What IT capabilities do we need? What capabilities should I source? What is the optimum portfolio of IT services? What are the performance measures we need? How do I measure effectiveness? How do I 7 Build compare. to others? 2. Turn strategies into programs. feedback loops. 1. 3. 2 Optimize Organization 1. 4. 2 Measure Results what skills and roles do I 5. need to hire vs. source? Determine What are the KPIs for BT? What is my ideal Org How do I compare? What optimal delivery is a balanced scorecard design? How do my salaries compare to for BT orgs? strategy. others? 1. 3. 3 Set Budgets How do IT costs break down into RTB vs. GTB? What is the best way for IT to allocate costs to business units? How do we compare? © 2012 Forrester Research, Inc. Reproduction Prohibited 1. 4. 3 Communicate Impact 4. Identify How do I communicate IT tactical What value? synergies communications skills do and redundancies. we need? What’s the BT marketing strategy? 3. Orchestrate programs to minimize conflicts.

Second half: the IT business plan 19 © 2012 Forrester Research, Inc. Reproduction Prohibited

BT playbook = BT strategy + IT business plan Business technology strategy IT business plan Focus on business goals. Focus on IT goals. Business capability maps IT capability maps Strategic business capabilities Core IT capabilities Strategic scenarios Service delivery scenarios Reveal new technology-enabled business strategies. Reveal alternative tactics to support BT strategy delivery. Choose between alternative business strategies. Optimize IT operating model to meet BT strategy needs. Road map of technology choices Road map of services delivery Balance investment, risk, and return. Balance IT budget and service quality. Measure by impact on business goal attainment. Measure by operational performance. Identifies changes in people, process, and technology in business technology in IT Build a technology investment portfolio. 20 © 2012 Forrester Research, Inc. Reproduction Prohibited Build an IT operating budget.

Tune BT capabilities to support the strategy road map Develop IT business plan. Build/buy IT capabilities Measure Outcomes Manage Performance What IT capabilities do we need? What capabilities should I source? What is the optimum portfolio of IT services? What are the performance measures we need? How do I measure effectiveness? How do I compare to others? Optimize organization Measure Results What skills and roles do I need to hire versus source? What is my ideal org design? How do my salaries compare with others? What are the KPIs for BT? How do I compare? What is a balanced scorecard for BT orgs? Set budgets Communicate Impact How do IT costs break down into RTB versus GTB? What is the best way for IT to allocate costs to business units? How do we compare? 21 How do I communicate IT value? What communications skills do we need? What’s the BT marketing strategy? © 2012 Forrester Research, Inc. Reproduction Prohibited

Optimize BT organization design to capabilities Develop IT business plan. Build/buy IT capabilities Measure Outcomes Manage Performance What IT capabilities do we need? What capabilities should I source? What is the optimum portfolio of IT services? What are the performance measures we need? How do I measure effectiveness? How do I compare to others? Optimize organization Measure Results What skills and roles do I need to hire versus source? What is my ideal org design? How do my salaries compare with others? What are the KPIs for BT? How do I compare? What is a balanced scorecard for BT orgs? Set budgets Communicate Impact How do IT costs break down into RTB versus GTB? What is the best way for IT to allocate costs to business units? How do we compare? 22 How do I communicate IT value? What communications skills do we need? What’s the BT marketing strategy? © 2012 Forrester Research, Inc. Reproduction Prohibited

Set up the BT financial plan to deliver Develop IT business plan. Build/buy IT capabilities Measure Outcomes Manage Performance What IT capabilities do we need? What capabilities should I source? What is the optimum portfolio of IT services? What are the performance measures we need? How do I measure effectiveness? How do I compare to others? Optimize organization Measure Results What skills and roles do I need to hire versus source? What is my ideal org design? How do my salaries compare with others? What are the KPIs for BT? How do I compare? What is a balanced scorecard for BT orgs? Set budgets Communicate Impact How do IT costs break down into RTB versus GTB? What is the best way for IT to allocate costs to business units? How do we compare? 23 How do I communicate IT value? What communications skills do we need? What’s the BT marketing strategy? © 2012 Forrester Research, Inc. Reproduction Prohibited

Manage performance Measure outcomes. Manage performance What are the performance measures we need? How do I measure effectiveness? How do I compare with others? Measure results What are the KPIs for BT? How do I compare? What is a balanced scorecard for BT orgs? Assessment of the ability to link plans to “Which measures business outcomes are most useful in 58% determining the effectiveness of your IT Qualitative anecdotal feedback and 55% strategic planning process? ” discussions with participants Formal surveys of business-unit leaders 31% Formal surveys of the BU participants in the planning process 28% Assessment of ease of change to plans 20% Assessment of compliance to a formal process Communicate impact How do I communicate IT value? What communication skills do we need? What’s the BT marketing strategy? 19% Other, please specify 3% None of the above 2% 0% 10% 20% 30% 40% 50% 60% 70% 24 Source: Q 4 2011 Global Technology Strategy Online Survey © 2012 Forrester Research, Inc. Reproduction Prohibited

Use quantitative results to help remove bias 25 © 2012 Forrester Research, Inc. Reproduction

Link BT strategy execution to the balanced scorecard Measure outcomes. Manage performance What are the performance measures we need? How do I measure effectiveness? How do I compare with others? Measure results What are the KPIs for BT? How do I compare? What is a balanced scorecard for BT orgs? Communicate impact How do I communicate IT value? What communications skills do we need? What’s the BT marketing strategy? 26 © 2012 Forrester Research, Inc. Reproduction Prohibited

Communicate BT value Measure outcomes. Manage performance What are the performance measures we need? How do I measure effectiveness? How do I compare with others? Measure results What are the KPIs for BT? How do I compare? What is a balanced scorecard for BT orgs? Communicate impact How do I communicate IT value? What communications skills do we need? What’s the BT marketing strategy? 27 © 2012 Forrester Research, Inc. Reproduction Prohibited

Strategic Planning Forrsights for CIOs Supported by data-driven insights Consumer & workforce trends BT performance benchmarks Technology adoption & outcomes Budget & staffing 28 © 2012 Forrester Research, Inc. Reproduction Prohibited

Why apply BT strategic planning? 29 © 2012 Forrester Research, Inc. Reproduction Prohibited

BT strategic planning moves IT beyond alignment. . . 30 © 2012 Forrester Research,

. . . drives business results. . . 31 © 2012 Forrester Research, Inc.

. . . and nurtures innovation 32 © 2012 Forrester Research, Inc. Reproduction Prohibited

Forrester’s BT strategic planning framework is designed to help CIOs choose success. 33 ©

Thank you Nigel Fenwick http: //forrester. com/rb/analyst/Nigel_Fenwick nfenwick@forrester. com Twitter: @Nigel. Fenwick http: //linkedin. com/in/nigel 1 http: //blogs. forrester. com/Nigel_Fenwick www. forrester. com © 2009 Forrester Research, Inc. Reproduction Prohibited