Smart Enterprise Magazine

Volume 8, Number 1, 2014

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opportunities. CIOs must fundamentally accept that their role as traditional gatekeeper of all things technical is over. Their role is not to talk about disruption in a negative way to the business, but rather to impress that innovation is happening outside of traditional IT and outline strategies to exploit it." Beyond constant communication at an executive level, there are many steps CIOs can take to prepare the business for participation in collaborative business. Some may be obvious, but many will be counterintuitive and painful to accept. A New IT Agenda As the business comes to terms with a world where access to a service is preferable to physical ownership, many IT leaders are aligning their service delivery models to support this. Lexmark, a leading global provider of print solutions, well understands the shift to service models and delivering an optimum customer experience. By listening to the print and document management needs of its customers, Lexmark is undergoing a major transformation that will take it from being a manufacturing and supply chain organization to a printing solutions and software provider. IT's role in this transformation is essential, says Lance Neal, Program Manager for Lexmark's IT Operational Excellence Program. "In order to create additional value for our custom- ers, we needed to become more agile and support the business by helping it develop and deploy solutions faster," he says. This service-centric approach is applauded by Lamm, who adds, "In this new economy, IT must become more skilled at sourcing and delivering innovations to support new consumption behaviors." CIOs can also exploit the sharing gene or "community spirit" across their IT teams. The shift to collaborative economics and services will increase the pressure on teams to develop and support a whole new range of mobile applications and integrations. But as Lamm points out, sharing is not new to IT: "We've actually been sharing things for years, like code libraries and open source," he points out. "But now it's accelerating, with IT professionals accessing and sharing communities themselves, such as Spiceworks, for example, for advice, technical support and professional networking." Additionally, service-centric business models will thrive when they generate marketplaces around their products and services, even empowering the community to extend and enrich them. Many CIOs are looking to source innova- tion externally, even securely exposing information assets to development communities and affiliates who can quickly extend the value of a product in the eyes of the consumer. According to Michelsen, this is a top agenda item for CIOs. "Get this right and you'll not only lessen the load on your internal development teams, but you'll also build out a 'community' of talent that could have the smarts needed to quickly develop a business value around your core products," he says. Forward-thinking executives, government officials and IT leaders also understand that if collaboration and co-cre- ation is to be successful, then enterprise information must be open and accessible. For some, like the state government of Victoria in Australia (see "Open Data, Open for Business"), this has involved making more than 1,000 government data sets freely available, while other organizations are exposing application programming interfaces and even sponsoring external develop- ment sprints called hackathons. And as with all things collaborative, it's essential to constantly engage users and development communities in the process. "Strong people-centric approaches are just as important as technology enablers," says Michelsen. "Becoming more team-focused is critical in this age of continuous delivery. IT leaders should unify internal development and operations teams behind common goals, while also leveraging the enormous amount of expertise available externally." Businesses must quickly come to terms with the age of the empowered consumer. New societal dynamics and economic forces, together with the rapid adoption of consumer technologies, are fuelling new opportunities never before imagined. Savvy CIOs know success will depend on develop- ing high-quality mobile apps, social computing and Big Data analytics to better gain, serve and retain a new generation of customers—a generation that increasingly behaves in a way that really comes naturally: They share. n Local, state, provincial and even federal governments from around the globe are opening up data to businesses to benefit their constituents. The state governments of Victoria and Queensland in Australia provide just a few examples of how open data can enable businesses to develop new applications for their communities that government alone can't support. Gordon Rich-Phillips—the Assistant Treasurer, Minister for Technology and Minister for Aviation of the Victorian Coalition Government—sees businesses driving innovation when they're able to quickly access and combine (or create mashups of) data sets from different agencies, an approach not followed by government agencies that have traditionally managed their own data and built their own systems. Available exclusively on Smart Enterprise Exchange, learn about the latest outcomes of these open and transparent governments' initiatives: -P.W. OPEN DATA, OPEN FOR BUSINESS PETER WATERHOUSE is an Advisor, Product Marketing at CA Technologies. 10 SMARTENTERPRISEMAG.COM

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