by Gene Kim on
Up: David Wheable, David Cannon, Forrester Research: Changing Role of IT: Strategy In The Age Of The Customer
Wheable: "John Deere: realized farmer outcome wasn't owning tractor, but better/more crops; writes farm mgmt software on iPad
Wheable: "Using farm management software on iPad eventually leads to tractor purchase decision: use Ford or John Deere?"
Wheable: "- RT @ErikBusschbach: #ogsf @DavidWheable presenting on it enabling business outcomes with it #IT4IT https://t.co/p8JLHJtHL0
@DavidWheable: the 4 different ages: manufacturing, distribution, information, customerhttp://pbs.twimg.com/media/C3b-J2wVcAAGgHk.jpg
@RealGeneKim: #OGsf https://t.co/NSvgtNyN4M
@DavidWheable: "after Barclays released mobile app in UK, noticed surge of transactions on Thu 10pm; not great for nightly batch runs
@DavidWheable: "The finding: people at pubs were checking balances to see if they had money for another drink; had to redo transaction backends b/c of new schedule
@RealGeneKim: @DavidWheable #OGsf
@RealGeneKim: #OGsf: @davidwheable: Rise of Super Shoppers; Decline of TraditionalWebShoppers/Researchers/Holdouts https://t.co/NcxXxiGYBe
@RealGeneKim: #OGsf: @DavidWheable : Rise of AirBNB: how does traditional IT strategy deal with this? Hit 5MM night stays, exponential growth
@RealGeneKim: #ogsf: @DavidWheable : typical online buying cycle https://t.co/81VkIxa2xO
@RealGeneKim: Cannon: "IT strategy is a business digital strategy" #ogsf https://t.co/sTskyxnNg6
Cannon: know how our customers use tech to engage with us; know how to use tech to delivery to them; use tech to make every supporting process work
Cannon: "IT strategies now look like principles, patterns, how to make decisions; not like rigid plans from yesteryear
@RealGeneKim: #ogsf: Cannon: "we've gone from value chains to value network to value ecosystems; great" https://t.co/PL0z67oHO1
@RealGeneKim: #ogSF: Cannon: "now, orgs win not on features or service, but on understanding goals/aspirations/desire https://t.co/X6bH1hLVk9
@DavidWheable: "Purchases are more about emotion and experience, not content and quality of our products"
@RealGeneKim: #ogsf: @DavidWheable: KLM pilot program called "happy to help": 250 ppl helping ppl in airport, even if not KLM tic… https://t.co/f2vp1kEd5A
Cannon: "the need: digitizing your business strategy; or rather: businessizing your IT strategy"
@RealGeneKim: #ogsf Cannon: "actually, note that this quote also showed up in ITIL 2007" (ha!) https://t.co/9gQc1Ps70D
Cannon: "there is a narrowing difference between business strategy and IT strategy' increasingly reliant upon technology
Cannon: "I relish the good old days of 'Shadow IT'; these days, my friend Mark Smalley, said is 'Eclipse IT'" (it's all externalized)
Cannon: "value vs cost accounting: when customer achieved goal vs. when you got paid"
@pedrogk: I believe that the explicit realization of this is currently the main differentiator between innovators and laggard… https://t.co/SF0X4u9dNs
@RealGeneKim: #ogSF: Cannon: "winning these requires profound understanding of technology and business goals https://t.co/uf5fNdU1H7
@RealGeneKim: #ogSF: Cannon: "service mgmt is not just helpdesk; here's what we need to add to it, though" https://t.co/nAipDG3vFB
Cannon: "I remember our email provider: outage caused out of sequence emails and missing emails; they pointed out that they still hit 99.9% SLA"
@davidwheadle: "John Deere now has 250+ developers working on Farm Management software"
@RealGeneKim: #ogSF: @davidwheable: "John Deere: Field Connect Services" https://t.co/RbbjkYLVJP
@IT4IT_tm: RT @ErikBusschbach: #ogsfo value is achieved when customers achieve what THEY wanted #digital #business #strategy @itilso #IT4IT https://t.…
@TheOpenGroup: "It is about the need for a new type of business professional- and whether IT can play that role or not"- @itilso #ogSFO
@TheOpenGroup: RT @floresam90: #ogSFO "In the context of Service Portfolio: Every service has two components. 1.What we deliver 2.What our customer does…
@ErikBusschbach: #ogSFO a new role is emerging - a 'business/it strategist' are you ready @itilso https://t.co/Oah3itN8Jk
Ah. David Cannon is @itilso
@itilso: "there's a Forrester paper describing 'business architecture': need for EA to change how we're perceived, as soln/tech architects
@cccamericas: @DavidWheable from @forrester "strategy on a page is great but only if it tells me something meaningful" #ogSFO
@davidwheable: "Polish bank incr successful loan completion rate from 2% to 20%, by notifying call center when loan was in progress, offering help
@itilso: "next cool thing: as cust feedback comes in, internal staff can annotate to say what they did that got good/bad outcome
@EnigmaConsult: RT @aj_josey: Q&A @stevenunn & @bernardgolden The View on private clouds? “Friends don't let friends build private clouds" #ogSFO https://t…
@AndiMann: This has been my role & LinkedIn header for many years, many businesses. Not emerging - Biz/Tech Strategist already… https://t.co/mAR1W8ag13