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  • Conclusion: Analysts in general are correct to identify the challenges in the industry to develop appropriate skills, meet the demands of digitisation and to counter the security threats. When it is distilled down it is all about the business. The CIO is supporting business outcomes which will need specific technology solutions, which will, in turn, drive ICT strategy. The

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  • Conclusion: The ICT Disaster Recovery Plan (DRP) is, more often than not, focused on technology providing for redundancy of infrastructure and systems, including data back-up and data recovery. Whilst these components are important and necessary, we often oversimplify the need for business resumption of the ICT business, which in turn will impact ICT availability. The need to

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  • Conclusion: ICT health checks enable organisations to better understand risks and prioritise activities to both maintain and improve the performance and reliability of ICT in support of business outcomes.

    ICT health checks can be conducted as a light touch in the first instance, with detailed in-depth health checks being conducted as follow-up activities in specific

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  • Conclusion: The development of a strategic relationship between suppliers and public government agencies needs to be approached differently to that in the private commercial world. Government bodies are bound by procurement rules which require government agencies to regularly market-test provision of services, where value for money is the primary consideration. Government

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  • Conclusion: Successful businesses need their people to be productive and to perform well. Effective communication may assist i.e.suring they do. Effective communication is about thought leadership, defining a purpose, informing tasking and priorities and, most importantly, listening. Opportunities that impact productivity and the fiscal performance of

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  • Conclusion: Telecommunications services and the supporting infrastructure have historically been complex, costly and difficult to change. The modern technology landscape now allows for greater flexibility in the design of networks, and the telecommunications services of voice, video and data they deliver.

    The use of software defined networking (SDN), Cloud-based

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  • Conclusion: The current Business Relationship Managers mostly act as a service desk to manage the implementation of business stakeholders’ service requests. While this is an important business relationship function, the current incumbents are not engaging with business stakeholders’ strategic discussions that require the selection and implementation of new technology that can

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  • Conclusion: Globally, organisations are dealing with the challenges of “digital transformations” and the need to “innovate”. Chief information officers (CIOs) need to support their organisations in these initiatives, but the ownership in defining what is required rests with the business managers, and the key executives such as the chief marketing officers, chief supply chain

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  • Conclusion: The Agency Head/CEO is responsible to accredit the ICT system for use at the PROTECTED level. The accreditation process is specific to the services being delivered for the organisation. The Australian Signals Directorate (ASD) certification process is a generic process that assesses the Cloud Service Provider’s (CSP) level of security only.

    The Agency

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  • Conclusion: There are two broad groups of digital strategies – bold and defensive. Companies that choose bolder strategies tend to be more successful. However, there are good reasons why certain enterprises should consider choosing more conservative defensive digital strategies as there are still benefits to be gained from this approach. Strategy selection depends on a

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  • Conclusion: What to monitor and how you respond to the data is often poorly documented and not fully understood until after a failure occurs. In this world of “no surprises”, effective monitoring is a key success factor. If an organisation’s ICT monitoring strategy is to be successful it must be structured around the organisation’s business outcomes. The monitoring strategy

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  • Conclusion: Some ICT strategies are technology-centric while others are business-centric. The technology-centric strategies are usually developed without business stakeholders’ involvement resulting in limited business buy-in. Business-centric strategies are based on business strategies but have a short life-span. This is because market forces require business strategies to

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  • Conclusion: Cloud offerings are now commercially available, allowing CIOs to engage the technology offerings with a high degree of trust that the service is secure and responsive at reduced cost to in-house solutions.

    CEOs have an obligation to ensure their organisation’s IT systems are cost-effective and meet the security accreditation defined by government

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  • Conclusion: Keeping the executive informed on how the ICT function is performing while advising it how to take advantage of changes in business technology is an ongoing challenge for every CIO or ICT manager.

    Astute CIOs know that to get traction with the executive (or equivalent) they must deliver services required by stakeholders while contributing to strategy

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  • Conclusion: CIOs should consider the environments for their PROTECTED information, both when building new capability and/or when renewing older infrastructure and services. The need to have cost-effective infrastructure services (in-house or IaaS), accredited security of services and responsiveness for clients using the service are three key deliverables for any

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  • Conclusion: Every dollar spent in supporting legacy systems or BAU (business as usual) represents a dollar that cannot be allocated to digital transformation initiatives. Conversely, organisations without legacy systems (digital natives) can be quicker to market with innovative solutions supporting the digital strategy, as there is no residual debt to

    ...
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  • Conclusion: IT organisations wishing to create value should initiate selling processes to define business needs, establish SLAs for mission-critical systems and provide IT solutions to key business issues. This will result in boosting IT staff confidence and managing business lines’ expectations more effectively.

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  • Conclusion: Passwords are the weakest link (some might say second to humans) in the enterprise security chain. With compromised credentials (a username and password) being the leading cause of data breach1, passwords and even the stronger passphrases are no longer sufficient to protect users or businesses from unauthorised

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    "Train your staff in esafety" IBRS, 2018-02-01 10:17:28

  • Conclusion: This month, discussions regarding enterprise agreements combining products and services to provide highly tailored solutions have been prominent. In particular, market transformation with smaller vendors offering new products, different enterprise consumption models, collaboration and new capabilities have driven growth in this area. A greater demand for flexible

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  • Conclusion: Since CRM modernisation will impact many major functional areas of the organisation, developing a communication plan to ensure the strategy is developed and executed in a consistent and well-supported manner will involve many different roles and responsibilities. Gone are the days when the CRM was primarily the domain of sales and the IT departments.

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    "CRM modernisation Part 2B: Creating a customer experience strategy" IBRS, 2018-09-04 06:47:58

  • Conclusion: IT organisations wishing to create value are challenged by long implementation time-scales and inability to change the business perception of IT capability. To address these challenges, IT organisations should adopt an accelerated approach by deploying key processes within a six-month period, to demonstrate service quality and commitment to meet business needs in

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  • Conclusion: The question of “how much security is enough” often stems from attempts to define ballpark security budgets, meet compliance obligations and scope out security team size and make-up. But how much security is enough depends on a number of factors that an organisation must consider before seeking the endorsement of the security strategy and agreeing on an acceptable

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  • Conclusion: The availability of modern, Cloud-based, omnichannel-focused stakeholder and customer relationship management (CRM) solutions is disrupting customer expectations. It is not just that new CRM solutions have additional features and modules when compared to more traditional CRM solutions with a history predating social media. The modern CRM paradigm is focused on

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  • Conclusion: The availability of modern, Cloud-based, omnichannel-focused stakeholder and customer relationship management (CRM) solutions is disrupting expectations of how public sector organisations should interact with their stakeholders, be it citizens and constituents, the business community, research or other agencies.

    It is not just that new CRM solutions have

    ...
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    "Design thinking – do not rush the empathy" IBRS, 2016-05-05 03:03:00

    "User Centred Design or Design Thinking" IBRS, 2017-07-03 23:24:11

  • Conclusion: The potential, and corresponding increased expectations of, modern CRM is causing many organisations to re-evaluate their existing CRM solution (or multiple solutions) with a CRM migration.

    The decision to migrate to a new CRM solution should not be taken lightly. Given that the management of contacts (e. g. customers, stakeholders, citizens, etc.) is

    ...
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    "CRM modernisation Part 3: Roles & responsibilities" IBRS, 2018-10-04 13:09:21

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  • Conclusion: Organisations everywhere are thinking about, planning or undertaking digital transformation activities. While good progress is being made, there is still a tendency to view digital transformation as a technology project or series of technology projects which will provide some value but will not result in an organisation being digital.

  • Conclusion: The foreseeability of cyber incidents is widely accepted, but many organisations still have not done the work to identify their own exposures and ascertain what they would do in a crisis. The openness of shipping giant Maersk in talking about the impact of the NotPetya malware on the organisation should be viewed through the lens of “what would that look like if

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  • Conclusion:CEOs need their CIOs to be out on the cutting edge to decide which technology to incorporate so that the organisation can adapt and transform in a rapidly changing landscape. As the digital leader, the CIO needs to emphasise the culture shift, be an influencer and guide the change across the IT team and broader enterprise. Organisations that elect CIOs as their

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  • Conclusion:Business and IT professionals struggle with how to frame their message so it engages the reader and has immediate impact. To get the reader’s attention, it is important to pose a business problem, or an unacceptable situation that is pre-occupying the reader, and provide a solution on the same page.

  • Conclusion:Managing large IT environments and provisioning IT services within an organisation is complex and complexity will always exist. However, not all complexity is “bad”. “Good” complexity is the complexity required to simplify, to reduce costs, create value, improve security and improve overall operations and results.

    Focus needs to always be maintained on

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  • Conclusion:It is difficult to plan when innovation will occur. It is particularly difficult for established organisations to be innovative – they have been successful through sound business practices and an ability to execute, not innovate. Nearly all organisations, both public and private, understand and accept that innovation and the ability to change is critical to

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  • Conclusion:One strategy to implement IT-as-a-Service models is to build an in-house capability whereby the IT organisation is accountable for the full service delivery according to commercial practices. This requires the IT organisation to play the role of an internal service broker, expected to acquire external services and coordinate internal and external services delivery

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  • Conclusion:Executives trying to put ambitious and commendable goals in place may not appreciate the clarification that they may see as downgrading their original goal. When IT is asked to provide systems to support ambitious goals, the executive team needs to make sure the costs are understood and any ramifications that may result in significant changes or investment in IT

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  • Only municipalities working through a broad Digital Transformation strategy can truly expect to be in strategic control of Smart City initiatives as part of that framework. 'Smart’ initiatives are a critical element in fulfilling Digital Transformation for cities. 

    For many civic organisations, the Mayor, Councillors, City Planners and Administrative Staff

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  • Conclusion: Paying for Infrastructure as a Service (IaaS) which is kept on-premises, but paid for on an Opex model rather than as a Capex outlay, is often positioned as ‘Cloud-like’. There can be use cases and specific workloads where this model makes sense and does give some advantages to the organisation.

    However, on-premises management of an organisation’s own

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  • Conclusion: Technologies which improve the efficiency of the marketing value chain will grow in importance because they can enhance productivity. The technologies are more developed and easier to access. In the mixed conditions of the current business environment squeezing more value is a basic imperative.

    The constant themes of marketing, resource allocations and

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  • Conclusion: Automation is understood to facilitate repetitive but essentially simple tasks. In conjunction with general purpose machine intelligence, virtual personal assistants and technologies leveraging artificial intelligence, automation will expand into more operational roles.

    As the technologies improve, the potential applications will expand and play a larger

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  • Conclusion: Opposition to workplace change stemming from the organisation’s digital strategy agenda1 is inevitable. Astute IT managers expect it and identify initiatives to minimise opposition.

    Digital strategy (or transformation) initiatives typically generate both overt and covert workplace resistance. Its sources may vary from

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  • Conclusion: Contact centres in Australia have been undergoing many strategic changes embracing digital transformation for well over a decade. So what awaits in 2017? As new technologies mature, it is time to seriously ramp up and explore the emerging trends and then embrace the next generation of technology enablers to better serve business aspirations.

  • Conclusion: The options for processing ERP (Enterprise Resource Planning) range from on premises to managed services to public Cloud to SaaS (Software as a Service). The attributes of all the solutions, including the risks, costs and benefits, can appear overwhelming and may persuade risk averse senior management to make an expedient decision and keep the status

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  • Conclusion: Just as every marketable motor vehicle needs skilful designers and a proficient driver to reach its destination, an organisation needs visionary leaders and skilled staff to digitally transform its business model.

    Technology, whilst important, represents just one wheel of the motor vehicle. Overstating technology’s value is simplistic. Vendors who promote

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  • Conclusion: In a rapidly changing business environment driven by demand for enhanced client services and immediate access to business data, CIOs who can deliver what is needed will thrive. Conversely CIOs unable to meet the CEO’s and Board’s transformation objectives and leverage service providers could quickly find themselves redundant.

  • Conclusion: To facilitate business and IT transformation PMOs must be given a role that puts them at the forefront of advising management where best to invest scarce resources in business and IT-related projects whilst ensuring business systems are successfully implemented.

    To be successful PMO staff need:

    • People management skills to
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  • Conclusion: Organisations often look to their competitors for new ideas and innovations and to provide a comparison to their own operations and business direction. Public sector organisations tend to look at other public sector

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  • Conclusion: CIOs continually wrestle with how to replace or modify failing core systems and having to convince management to invest in modernising them. They also know that ignoring a bad situation will probably cost the organisation more to fix the longer they postpone the replacement decision.

  • Conclusion: Organisations building new products and services need new tools and skills to reinvent old business offerings or build

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  • Conclusion: Many organisations looking to transform or innovate their existing business find it difficult to think about it in a completely new way as the past is always present. One way to approach the common strategic planning activity is take the perspective used by start-ups and build a business model for the future which

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  • Conclusion: As the concept of digital disruption and digital transformation takes hold, it is vital that IT is not only aligned with, but synonymous with business. Both business executives and IT groups find themselves in a constant race against competitors who have embraced new technologies and new business models. Unfortunately, this

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  • Conclusion:Within the ICT industry new technology is deferred to as the catalyst of innovation. While this is partially true at the current time and over the next 3-5 years, the shifting structure of the wider economy is the more likely agent of transformation, and even perhaps of disruption, which will be seen through the adoption

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  • This Compass expands upon the initial discussion presented in the IBRS Master Advisory Presentation, “Digital Workspaces: Enabling the Future Workplace.”1It outlines IBRS Workspaces Strategy Framework that can guide the development of your end user computing strategy that embraces evolving work practices, such as mobility, activity based

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  • This Compass is a companion document to IBRS’ Master Advisory Presentation (MAP) “Delivering Digital Business Transformation” which outlines business and management issues and provides guidance on delivering an effective digital business transformation.

  • Conclusion: Business leaders who have concluded that a Chief Digital Officer is required to provide a critical focus on their digital transformation plans, will find that defining the role in detail will remain an ongoing challenge because it is intensely context-sensitive.

    Consequently, the first iteration of a Chief Digital Officer’s (CDO) role

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  • Conclusion: Many business leaders around the world have concluded that although information and communications technologies (ICT) are mature, their own business has yet to systematically address digital transformation as an opportunity and a Digital Officer is required to provide that focus. ‘Business-as-Usual’ is an increasingly rejected approach.

    A

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  • Conclusion: The return on investment in big data and associated analytics projects has been generally positive. It is more likely that returns over the longer term will grow too, provided strategic aims are established. The promise of big data hinges on information analysis, and therefore organisations must be clear as to use and application of the insight.

  • Conclusion: In order to develop an IT transformation program it is important to understand today’s operational and workplace context and use the insights gained to shape the way change can be achieved with a minimum of risk.

  • Conclusion: Big data and analytics projects can learn important lessons from the domain of information security analytics platforms. Two critical factors to consider when planning deployment of an analytics platform are: the need for a clear business objective and; the depth and duration of organisational commitment required. Without a clear understanding of the

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  • Conclusion: all organisations implement some form of ICT governance to determine how IT will operate: they manage demand, reduce waste and overheads, identify and deliver demand, and address risks.

    The scope of ICT Governance is broad and the maturity and capability within organisations to manage ICT Governance differs significantly. ICT Governance

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  • Conclusion: Some organisations succeed at innovation better than others. To do so requires insight and an ability to understand how an organisation can function differently.

    Innovation requires fresh thinking and different approaches. It demands attention on the value chain and business process in order to develop alternatives that will solve old

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  • Conclusion: Business-centric IT strategies are critical to run IT-as-a-Service1 because they attempt to integrate IT with business strategies. The rationale is to support business operations by implementing new technologies that reduce business risks, create business opportunities and achieve high levels of customer

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  • Conclusion: Whilst senior management recognise continued investment in IT is critical for business success there is increasing evidence of dissatisfaction with IT management’s performance. It is critical IT managers identify reasons for the dissatisfaction and take remedial action. If not, credible survey data indicates they will be replaced.

  • Conclusion:Organisations that do not upgrade their major assets to reflect new technologies and practices quickly fall by the wayside. Similarly, organisations that do not critically review the effectiveness of their ERP solution, and either replace it or reinvigorate it, are failing their stakeholders.

  • Conclusion:CIOs have a pivotal role in ensuring business and IT transformation and major change initiatives succeed. As they are both disruptive to business and IT operations and typically involve retraining staff while implementing new information systems, CIOs must be innovative and exercise a strategic leadership role.

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  • Conclusion: Software Asset Management (SAM) is not simply a set of technologies: it is a set of ongoing organisational practices and processes. Prior to embarking on SAM, organisations need to ensure that the foundations for a successful program are in place: identification and education of

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  • Conclusion: Although small businesses and certain entrepreneurs are using Bitcoin, there is a business case for many other organisations to use the currency in limited conditions. It is one more transaction option that can assist commerce.

  • Conclusion: IT security strategies are an invaluable resource as a means of coordinating security efforts and in improving funding approval for security projects – because they can be shown to be following a coherent consistent strategy. The process to create them is an overlooked source of value for the information that it uncovers.

    ...

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