What Can Government Agencies Do To Better Leverage Their IT Ops Budgets?

I recently spoke at the 2017 Hewlett-Packard Enterprises Government Summit in Washington, DC. I was on a panel discussing IT Transformation. The moderator asked me to share my experiences and perspective as the former Director of IT Operations at IRS, as well as my new focus as VP of Customer Success at Intact Technology. The…

Identify and Eliminate Waste in Your IT Environment

Today’s IT leaders are struggling to find ways to direct money and resources to the most value-driven IT efforts. That effort is complicated by IT budgets that are broken up into two primary categories: operational costs and capital costs – aka “Opex” and “Capex.” These categories may be useful for financial planning purposes, but they…

IT Services: Should You Pay by the Hour, Project, or Outcome?

When companies outsource IT work, they almost always pay for it one of two ways. You either get billed hourly until the project is complete, or you pay a fixed price for the entire project. The best approach depends on the nature of the work – and on how your business works. If you pay…

Convincing Resistant Employees to Adopt New Software

Let’s talk about one of the biggest challenges that stands in the way of change in your organization.  If you’ve ever worked on an IT project that has introduced some sort of change, you have probably dealt with a small but loud minority who stubbornly resist [almost] anything new, particularly if it means they have…

How IT Leaders Can Hold Vendors Accountable For Outcomes

If you’ve ever bought anything requiring a significant investment, then you’ve likely experienced the pre-sale courtship followed by the post-sale cold shoulder. During the sales process, the sales team is responsive, helpful, and solicitous. You get the impression that you’re beginning a relationship, not just buying a product. Then the sale is completed, and suddenly…

Why Business Culture Can be IT Adoption’s Worst Enemy

Organizations with cultural dysfunction almost never live up to their potential. And one area where bad culture can upend even the most talented organizations is in launching new software solutions. In fact, in our experience business culture is the biggest barrier to widespread successful adoption of new technology within organizations. Organizational cultures can fail in…

The Traditional IT Service Models are No Longer Enough

Traditional IT services offerings and categories are becoming less relevant.  Models that help customers implement and simply manage the software are no longer enough. They do not produce long term sustainable outcomes and customers are justifiably dissatisfied. Right now customers need service providers designed to help them reduce operational complexity, reduce cost, increase compliance, drive…

4 ways CIOs can focus on—and achieve—business outcomes

It’s not easy to change IT project strategy so that the spotlight shines brightly and consistently on the business result.  In this article we share 4 ways to drive IT change that leads to results and honors desired outcomes: 1. Identify business outcomes up front to control project scope 2. Track project progress against outcomes 3. Build momentum…

3 Keys to a Successful IT Transformation: What I Learned at the IRS

Leading a successful IT transformation at a large institution like the Internal Revenue Service, the focus of the final five years of my government career, is a complex, difficult task, but not impossible. It’s a rewarding journey full of ups and downs that requires patience, persistence, resilience, coalition building, and consistency. When we first started,…