Thursday
Oct042012
Success as a CIO, it's not for Technologists - ITSM weekly the podcast EPISODE 96
Thursday, October 4, 2012 at 6:23AM 
Success as a CIO, it's not for Technologists
What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!
Your Hosts: Chris Dancy, Matthew Hooper and Matt Beran (twitter #ITSMWP)
Guest: None: Larry Bonfante
- Author of the book: Lessons in IT Transformation
- CIO Of US Tennis Association
- CEO of CIO Bench Coach - http://ciobenchcoach.com/About.html
- Winner of the 2011 CIO 100 Award from CIO magazine
- Winner of the 2009 Premier 100 IT Leaders Award from Computerworld magazine
- Founding Member of the CIO Executive Council
- Served as President Fairfield-Westchester Chapter of SIM
- Regular columnist on IT Leadership for CIO Insight magazine
- http://www.cioinsight.com/cp/bio/Larry-Bonfante/
Submit Questions: Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP
Episode 96 Topics:
- ITSM WEEKLY Episode 96: Larry Bonfante USTA CIO
- USTA has 760,000 members
- USTA Mission to promote Tennis
- U.S. Open App http://www.usopen.org/en_US/interactive/mobile/iphone.html
- Within 2 USTA goes from 35 people to over 25,000 credentialed staff for the Tournament
- Customer Service without Customer Focus is meaningless
- CIO's to focused on the 'ilities - Availability, Reliability
- An effective CIO must also act as Chief Cheerleading Officer
- IT Dept's deserve a Thank You - http://www.xchange-events.com/newsletter-articles/it-departments-deserve-a-thank-you2/
- Need to focus less on 5x9's metrics and more on business objectives
- Providing great customer service is an altruistic objective
- http://www.cioinsight.com/c/a/Expert-Voices/IT-Customer-Service-vs-IT-Customer-Focus-851701/
- Cultural drivers - feeling of safety
- Can't innovate where people fear risk
- Kaz Ferris' Paper ITSM Cultural Change - http://macanta.com.au/wordpress/wp-content/uploads/2010/01/White-Paper-Balanced-Diversity1.pdf
- To be a business enabler you need to be intuitive to the people
- IT requires constant dual-role: Keep lights on, move the ball forward
- If the trains aren’t running on time, no one will care about anything else you have to share.
- Enterprise Infrastructure Is Really about People
- http://www.cioinsight.com/c/a/Infrastructure/Enterprise-Infrastructure-Is-Really-About-People-170942/
- Play people to the roles they are fit for
- Value of SIM:
- Relationships - Networking and connections
- Learning from peers and thought leaders
- RLF - Regional Leadership Forum
- "You Can't control things" The messenger or the message.
- However, IT can engage to influence and leverage
- Listening closely can help you alter your service offerings
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Reader Comments (1)
OK I give up. WTF is SIM?