In this podcast, Winkler talks about security and intelligence vulnerabilities companies and public utilities face, and security problems with social networking and how to avoid them. He also comments on Homeland Security's direction to provide all federal employees and federal contractors with a universal personal IT card. Finally, he provides three takeaway CIOs can use for improving their corporate security.
If you think your organization's security measures are bulletproof, then think again. Give Ira Winkler, along with his team of security expert from Internet Security Advisors, a few hours to simulate what it would take insurgents to bring down critical systems, or to electronically pilfer millions of dollars. A former intelligence and security analyst with the National Security Agency, Winkler's security consulting firm, Internet Security Advisors, acts as a trusted partner in helping Fortune 500, public utilities, and government agencies conduct penetration tests. His firm also mitigates the problems found in the simulation, and carries out awareness training.
Winkler's penetration tests run the gamut from breaking into some of the world's largest corporations to breaking into the nation's largest power grid. As a result, the media has given Winkler the title of Modern James Bond. He has put his experience to work in his three books: Spies Among US, Zen and the Art of Information Security, and Corporate Espionage.
Winkler says that he would give a poor rating to the security infrastructure of most Fortune 1000 companies. "Of course, the strength of security varies from company to company. In many cases, the security is so poor that I can walk out of the company with their crown jewels within a few hours. CIOs of these companies have something to worry about, especially now with the economic downturn with most companies."
Bio Ira Winkler is the founder and president of the Internet Security Advisors Group. Before starting his own security consulting firm, Winkler was director of technology of the National Computer Security Association. He also worked as an intelligence and computer systems analyst at the National Security Agency. He holds two security certifications: CISSP and CISM. Winkler is the author of Spies Among Us, the Art of Information Security, and Corporate Espionage. He also has taught at Johns Hopkins University and the University of Maryland. His security articles frequently appear in magazines and major metropolitan newspapers.
In this podcast, Brian Wolfe comments on the security issues around cloud computing and provides several takeaways CIOs can use to improve their corporate security.
It’s hard to avoid all of the news stories about the economic downturn, company layoffs, or employees being asked to take drastic pay cuts. Most employees understand that businesses have no choice but to reduce their costs. On the other hand, those disgruntle employees or former employees in dire financial straits could find themselves doing things they wouldn’t normally do. As a result, these employees could pose a whole new set of security threats to an organization. Brian Wolfe, a security expert and co-founder of Laurus Technologies, an IT consulting firm specializing in security, says that companies must have controls in place to make sure that people can’t do things, such as authorizing a purchase order to a fictitious vendor, and having funds disbursed to a company that never receives the goods.”
Meanwhile, security breaches still continue to plague America at the rate of about one a week. In fact, within the first few months of 2009, Merrill Lynch, Continental Airlines, the Federal Aviation Administration, and the United States Postal Security all became victims of security breaches. Wolfe says that CIOs do have something to worry about. He adds that about 75 companies out of the Fortune 1000 have an ISO 27001 certification for security. “ CIOs must think about whether or not they have the proper security controls in place to both prevent on-going threats, and these newer threats. They need to have some access controls that clearly delineate between the software development area, test and quality assurance, and product. The goal here is make sure that no one person is in a position to introduce fraudulent or malicious code or data into some critical applications. CIOs also need to cover all of their bases with respect to vulnerability assessment, and penetration testing, especially data loss or data leakage prevention.”
Bio Brian is a co-founder of Laurus Technologies, where he directs the software solutions group. He has 18 years of IT experience, with emphasis on healthcare. His accomplishments in this area include the development of an early TCP/IP-based distributed medical imaging protocol “Simple Image Transfer Protocol” (SITP) for UNIX and VMS systems at the Medical Imaging Research Center of Henry Ford Hospital. His paper on SITP was accepted and presented at the Radiological Society of North America. He belongs to the Greater Chicago Chapter of HIMSS, and the Society for Information Management. He also chairs the Sun Microsystems Education Market Advisory Board and belongs to the Sun Microsystems Software Partner Council. Wolfe is also a member of the advisory board for the School of Computer Science, Telecommunications and Information Systems at DePaul University. He received his MS in Computer Science from DePaul University in 1996, and his BS in Computer Science from University of Michigan.
PeopleSoft. Brocade. and Forte. All of these IT companies got their start with funding from Norwest Venture Partners. Since its inception more than 45 years ago, Norwest has funded more than 400 IT companies in areas ranging from infrastructure to security. Today, the $2.5 billion fund concentrates on early-stage IT companies in areas such as semiconductors and components. enterprise software and service, communications systems and Internet infrastructure.
So what technologies does a VC firm like Norwest find particularly attractive these days? Robert Abbott, general partner at Norwest, says, "CIOs want to buy things that are easy to deploy and to manage over time. To this end, we like managed infrastructure services, such as outsourced security, and enterprise applications based on software as a service. We also like enterprise applications based on an appliance model. With so much emphasis on virtualization, we're looking for things that will take the challenge out of managing all those virtual machines. We still continue to fund things that make it easier to manage all the systems in a data center.
Like many venture capital firms, Norwest values its strong relationships with CIOs and other people in the IT industry. Abbott says, "We're always looking to expand our network of CIOs. We like hearing about the IT problems they're trying to solve. Likewise, we like to show CIOs portfolio companies with solutions that could potentially help them. If any CIO is interested in networking with Norwest Venture Partners, please contact Elizabeth Ferrarini at elizabethferrarini@yahoo.com.
Bio Since joining Norwest Venture Partners in 1998, Robert Abbott has focused primarily on infrastructure, systems and components. He sits on the board of ClariPhy, KACE, mBlox, Mozes, Occam Networks, Stream Processors and Xilient. He has also worked with such companies as Embark, Escalate (acquired by GERS), mPower (acquired by Morningstar), Quantum Effect Devices (acquired by PMC-Sierra), and Summit Microelectronics.
Abbott has nine years of operational experience in various roles, from engineering to marketing and product management. Before joining Norwest, Abbott was at Silicon Graphics. Prior to Silicon Graphics, he worked at IBM-ROLM Systems. He holds a bachelor of science and a master of science in electrical engineering and an MBA, all from Stanford University.
Thanks for listening - if you have any questions, ideas or insights you want to share with us feel free to send an email at feedback@enterpriseleadership.org - we look forward to hearing from you.
Molly O'Neill has both a technology role and a policy role at the U. S. Environmental Protection Agency. As an assistant administrator for the EPA's Office of Environmental Information, she oversees the life cycle of information to support the agency's mission of protecting health and the environment. O'Neill's role as CIO includes overseeing the agency's strategic information planning, investment and information policies, enterprise architecture, and information security program.
In both of her roles, O'Neill is working toward the same goal - helping the EPA to use technology to collaborate and exchange information with the widest possible network of bright minds around the world. The EPA employs about five percent of the U.S. environmental workforce. The majority of this workforce consists of people who work in state government, in consulting firms, in private industry, and in academic institutions. She says, "Environmental issues are huge. People work at the EPA because they believe in its mission. We want to reach everyone who has a thirst for knowledge about environmental issues."
In this podcast, O'Neill talks about the EPA's Web 2.0 initiatives, as she puts it, "to reach out and grab the world globally, as well as locally." She also explains how the EPA's formal process for making IT investment decisions works, and how the EPA has been at the forefront of the green data center movement.
Bio In December 2006, the U.S. Senate appointed Molly O'Neill as chief information officer for the U.S. Environmental Protection agency and as assistant administrator for the EPA's Office of Environmental Information. She is a member of the Federal CIO Council, where she serves as the co-chair of the Architecture and Infrastructure Committee. Before going to work at the EPA, O'Neill was state director for the National Environmental Information Exchange at the Environmental Council of the States. In recognition for her leadership as the executive coordinator of the Exchange Network, she received a 2004 Federal 100 award as one of the top executives influencing government technology. She graduated from Virginia Tech.
If you ask Paul Heller, the CIO of Vanguard, to describe his IT organization, most likely he'll say one word: "Awesome!"
One might say that Vanguard, a mutual fund company that manages more than $900 billion in assets for 19 million customers, has created its own IT vanguard. The 2,600-person, in-house IT team, supplemented by 300 contractors and 500 business-unit professionals involved in IT, built 70 percent of the applications, and purchased the remainder of them from large software suppliers. The highly centralized IT organization aligns functionally and strategically, not physically, with each of the major business units.
During his 23-year career with Vanguard, Heller, who became CIO in 2006, has held many leadership positions which have included driving revenue and managing technology. But, Heller says, he loves being at the intersection of technology and business. "To lead a business, you need to understand and appreciate the value of the technology being used." And, given the mere four-percent employee turnover rate that IT enjoys, it's obvious that his organization appreciates his leadership.
Join us for a conversation with Vanguard CIO Paul Heller, about the strategies and issues at work 24/7 in a company where IT is at the core of business success.
Paul A. Heller is Vanguard's chief information officer, responsible for overseeing all aspects of Vanguard's use of technology to provide high-quality, cost-effective services for Vanguard shareholders. Mr. Heller joined Vanguard in October 1984 and has held leadership positions in the company's corporate, institutional, and retail divisions. Prior to becoming CIO, he was responsible for overseeing Vanguard's core retail business that provides service to approximately four million clients with over $150 billion in assets. Mr. Heller earned a bachelor's degree in engineering and economics from Tufts University and is a graduate of Harvard Business School's Advanced Management Program.
Production Credits
Elizabeth Ferrarini, Producer Dana Farver, Executive Producer, Communities Editor-in-Chief Tom Parish, Audio Producer, Show Host
When Hord Tipton became CIO of the U.S. Dept. of Interior, he knew he would be wrestling with some daunting IT issues, especially in security. In fact, the Dept. was reeling from a December 2001 court order that disconnected all Interior systems from the Internet. That order resulted in a multi-million lawsuit brought by beneficiaries of Individual Indian Trust accounts held by the Interior's Bureau of Indian Affairs, based in part on hackers burrowing into the Trust's accounts.
By making a good case for business systems security, Tipton managed to convince the Interior's officials to increase the $4 million annual IT network and security budget to $100 million. Tipton and his staff spent the next four years upgrading systems security and getting all of the Interior's systems reconnected to the Internet. Tipton even gave his IT staff one year to become certified in security. When he received a lot of staff resistance to his challenge, the 60-year old Tipton did something unusual for a CIO. He became a Certified Information Systems Security Professional. This certification matched the job at hand.
Under Tipton's leadership, the U.S. Dept. of the Interior established sound IT security policies and guidelines, and initiated testing and IT security training programs throughout the agency. Now retired from government service, Tipton is a board member of ISC2, the organization that oversees the CISSP exam and maintains the credentialing process.
Bio W. Hord Tipton is the former chief information officer for the U.S. Department of the Interior. He is now a board member for ISC2, the organization that maintains the certified information security engineering professional exam and credentialing process. In January 2007, he retired from the government to become president of Ironman Technologies. He previously served as CIO in the Bureau of Land Management's Energy and Minerals, and Resource Use and Protection. He also served as state director for the Bureau of Land Protection, director for offshore minerals and international affairs for the Minerals Management Service, and as acting director of the Office of Surface Mining and Reclamation and Enforcement. Tipton holds a master's degree in engineering administration from the University of Tennessee. He received the President's Meritorious Service Rank Award and the Silver Executive Leadership Award from the Secretary of the Interior.
Airport Terminal. High Rise Office Building. Hotel Room. As more and more mobile devices enable people to work efficiently wherever they are, companies of all sizes have started to rethink their need for pricey office space, or even if they need it. However, many companies do need to maintain some sort of a physical office for customer visits or to attract venture capital. Employees, such as auditors working out of state, might need fully equipped, temporary office space for several weeks. Enter instant office space brought to you by Mark Dixon, one of Europe's best-known innovative entrepreneurs. He has a knack for combining technology, people, and physical office space to give customers flexible options for working in the virtual world. In 1989, Dixon started The Regus Group in Belgium to offer customers fully staffed contractual office space, as well as contractual meeting space, and virtual offices. Today Regus operates more than 950 business centers in 400 cities in 70 countries, making it the largest provider of outsourced workspace. Regus has partnerships with Air France, American Airlines, Nokia, and American Express. The Regus brands include HQ, Laptop Lane, Stratis, and Business Meeting Places.
During his 19 years at the Regus helm, Dixon, who once sold hot dogs, has learned to steer his course through some turbulent waters, including bankruptcy. His expansion in the U.S. market in 2001 came when the country's economy was in a downtown and there was an overabundance of office space. In 2004, Regus successfully entered the U.S. market by acquiring HQ. In this podcast, Mark Dixon, founder and CEO of The Regus Group, talks about how he drives leadership and innovation at Regus, what technology his instant office space offers customers, and what lessons he learned after spending time with Jack Welch, former CEO of General Electric.
Bio
Mark Dixon is the founder and chief executive office of the The Regus Group, which provides professional workplaces and meeting rooms. Before founding The Regus Group in 1989, he had been owner and managing director of several British firms. He has received the Entrepreneur of the Year award from Ernst & Young and Enterprise magazine, and the UK Property Entrepreneur of the Year award from Property Week magazine.
Is the IT infrastructure a strategic value for an organization, or these days, is it more of a basic commodity, like electricity? The May 2003 Harvard Business Review article, "IT Doesn't Matter," incited something like a riot among IT executives, as well as major computer vendors, and academics. Nicholas Carr, the Review's editor and the article's author, had sounded a wakeup call some people weren't ready to hear. Executives from major corporations pelted the Review with lengthy letters to the editor. Just about every business and computer trade publication took Carr to task on the subject.
Still, the bespeckled, soft-spoken Carr, now the Review's former editor, continued to fuel the controversy about the value of IT. His 2004 book, Does IT Matter? – Information Technology and the Corrosion of Competitive Advantage (Harvard Business Press), expanded the article's initial premise.
Whether you agree with him or not, Carr ranks as one most influential thinkers about IT technology, according to Optimize magazine. For the past three years, just about every business publication, every computer trade magazine, and dozens of industry, corporate, academic, and professional venues have been examining and re-examining Carr's plea to get people to reconsider their assumptions about the role of IT. Carr says that this exercise can help CIOs distinguish between the different roles that specific IT investments play in the organization. This knowledge can help CIOs to make sure the company gets the most value from IT, Carr says.
Carr definitely has his own insights about the future of IT and for CIOs. So, what do you think about the role and value of IT, and the future of the CIO? We invite you to listen to this insightful interview with the thoughtful and thought-provoking, Nick Carr, and maybe, formulate some conclusions of your own ...
Bio
A former executive editor of the Harvard Business Review (HBR), Nicholas Carr is an accomplished business writer and speaker whose work centers on strategy, innovation, and technology. His HBR article, "IT Doesn't Matter," in May 2003, and his 2004 book, Does IT Matter? Information Technology and the Corrosion of Competitive Advantage, published by Harvard Business School Press, set off a worldwide debate about the role of computers in business.
In addition to writing articles for HBR, Carr has also written for The New York Times, Financial Times, MIT Sloan Management Review, and Journal of Business Strategy. Articles edited by Carr have won McKinsey Awards as the best articles published in HRB. Carr writes a column on innovation for Strategy & Business, and a column about technology for BusinessWeek Online. Before joining HBR, he was a principal at Mercer Management Consulting. He holds a B.A. from Dartmouth College, and an M.A. from Harvard University.
Dana Farver, Executive Producer, Communities Editor-in-Chief Tom Parish, Audio Producer, Show Host Kimberly Stone, Web Development Manager Scott Ebner, Web Developer
In the 1997 Sci-Fi thriller “Contact,” Jody Foster played a research scientist at work on a project called “SETI” — the Search for Extraterrestrial Intelligence. The “search,” as it turns out, did not involve death-defying space voyages into unknown galaxies (well, not initially, anyway), but the slow, methodical crunching of data gathered from hundreds of radiotelescopes, turned to the sky like giant ears, listening for ... something.
As it turns out, “Contact,” is based on a real project involving signals gathered with radiotelescopes and analyzed at the SETI Institute, a nonprofit organization dedicated to exploring, understanding, and explaining the origin, nature, and prevalence of life in the universe. But unlike the movie, which only references in passing the essential work of gathering and analyzing all that data, geeks among us might be interested in how a nonprofit institute based at a publicly-funded university could afford the kind of megacomputing power necessary to coax even the weakest of signals from the sky.
A top-secret government supercomputer?
No. The SETI@Home project has found a way to create the worlds largest and most powerful supercomputer, by tapping into something called Volunteer Computing — breaking up all that data into small chunks that are downloaded by home computer users around the world. These chunks are crunched by the volunteers’ CPUs when they are not in use; next, the SETI program notifies the user, who uploads the analyzed data chunk and downloads another from the site. Thousands of hours of CPU time, 24/7, are donated free of charge to the project, and thousands of home computer users become members of a community of ever-widening citizen scientists.
In this interview, meet the project’s director, David Anderson, who talks about SETI@home and other projects that now reside under the umbrella of the Berkeley Open Infrastructure for Network Computing (yep, BOINC). Learn how Anderson, with just one other staff member, navigate issues like security and project management, to push the limits of both distributed computing and Open Source computing to intergalactic heights.
Bio
David Anderson is a research scientist, principal investigator, and director of the University of California at Berkeley’s BOINC project and SETI@home project. His research interests include distributed systems, realtime and multimedia systems, graphics, computer music, communication protocols, and psychometrics applied to learning and aesthetic preference.
Dana Farver, Executive Producer, Communities Editor-in-Chief Tom Parish, Audio Producer, Show Host Kimberly Stone, Web Development Manager Scott Ebner, Web Developer
Have you ever heard the saying, it's not what you know, but who you know? Do you, perhaps, have some experience that supports that old saying?
Dr. Kathleen Carley at Carnegie Mellon University has dedicated a career to figuring out networks and the flow of knowledge -- not those neatly drawn solid and dotted lines connecting names and titles on the company org chart. No, she is interested in the shadow network behind the org chart, where and how the real work gets done. Who's the person in the group who really knows how to do that job? No, not the guy listed as the division chief -- you know -- the real expert. Who's the person who can direct you to that expert? It's probably not the VP. (I doubt anyone who's worked in the modern corporation doesn't know exactly what I'm talking about.)
The reasons for understanding an enterprise's social network are more practical than esoteric. A clear view of this shadow-network can help you to understand how your organization might respond to changes such as layoffs or a merger. Carley and her team use scientific methods and technological tools to deconstruct this complex web of interaction, including metrics, data analysis, and computer simulations that study interactions via email, phone exchanges, and more.
Join us for a conversation with a pioneer who tries to predict future behavior within entities from corporations to terrorist cells by using high-tech means to map the most fundamental of human structures.
Bio
Kathleen Carley is a professor at the Institute for Software Research International in the School of Computer Science at Carnegie Mellon University. She is the director of the center for Computational Analysis of Social and Organizational Systems (CASOS), a university wide interdisciplinary center that brings together network analysis, computer science and organization science (www.casos.ece.cmu.edu) and has an associated NSF funded training program for Ph.D. students. She carries out research that combines cognitive science, dynamic social networks, text processing, organizations, social and computer science in a variety of theoretical and applied venues. Her specific research areas are computational social and organization theory; dynamic social networks; multi-agent network models; group, organizational, and social adaptation, and evolution; statistical models for dynamic network analysis and evolution, computational text analysis, and the impact of telecommunication technologies on communication and information diffusion within and among groups.
Dana Farver, Executive Producer, Communities Editor-in-Chief Tom Parish, Audio Producer, Show Host Kimberly Stone, Web Development Manager Scott Ebner, Web Developer
Sometimes, control can be beautiful ... especially in the complex (and expensive) arena of IT governance. And that is when CobiT -- the Control objects for IT -- can be beautiful, too, helping you to streamline and improve your processes for managing IT service delivery. And not many people understand this better than Gary Hardy, IT consultant and contributor to the original initiative that created CobiT.
CobiT was established by the nonprofit IT Governance Institute (ITGI), formed to help business leaders "ensure that IT is aligned with the business and delivers value, its performance is measured, its resources properly allocated, and its risks mitigated." Although CobiT predated it, interest in CobiT grew considerably after the Sarbanes-Oxley Act (SOX) was enacted in 2002, following the very-public reality checks involving Enron, MCI, and others. CobiT is often used as a framework in which corporations can address the demands of SOX, and the processes it introduces include how enterprises: - acquire or develop application software - acquire technology Infrastructure - develop and maintain policies and procedures - install and test application software and technology infrastructure, and more.
Want to know more about CobiT? Tune in to this educational podcast, and spend a little time getting to know how control can be beautiful for your enterprise.
Bio
Gary Hardy is a Computer Science graduate with 30 years experience in the IT industry, originally as a systems developer and project manager, and for the past 24 years as a specialist in IT audit, risk management, and performance improvement. He has been an Internal Computer Audit Manager, and has held Director positions with Deloitte & Touche and Arthur Andersen and also with one of the UK's leading IT security companies Zergo, now Baltimore. He has consulted with a wide range of companies in the UK and overseas, and led several major IT security projects for the European Commission. He has also acted as Project Monitor to the UK Department of Energy. Gary coordinates the IT Governance Special Interest Group for the Impact Programme, one of the UK's leading forums for IT Directors and CIOs. He has been an active member for 25 years with ISACA, the world's leading organization focused on Information Systems Control. He has been a board member and has held several leadership positions within Europe. In particular, he helped initiate and has been a major contributor throughout ISACA's CobiT® initiative, and serves as advisor to the IT Governance Institute. He helps companies use the CobiT materials to implement an IT Governance framework and improved IT Management processes, and as a tool for identifying performance improvements. He is a regular speaker at conferences and seminars, and runs training courses on IT Governance.
Dana Farver, Executive Producer, Communities Editor-in-Chief Tom Parish, Audio Producer, Show Host Kimberly Stone, Web Development Manager Scott Ebner, Web Developer
Is the phrase "IT flexibility" an oxymoron -- a paradox in two words, like "jumbo shrimp" or "goverrnment organization"? It certainly can be. But Tim Jennings, research director for the UK's Butler Group, says that, not only is achieving flexibility and agility in IT possible, he is there to tell you how it can be done, and he's happy to talk about this. The devil is indeed in the details -- the architecture you set up, the infrastructure you utilize, and the governance and processes you implement.
"Too often," says Jennings, "IT is perceived as being a barrier to change, incapable of reacting quickly to meet new initiatives, and requiring additional investment for each new project. From IT's perspective, the changing nature of technology results in legacy architectures that are complex to integrate, and system "silos" that inhibit a more adaptable approach. In practice, it is this tension between business need and IT response that is largely responsible for a gap in business-IT alignment, as much as any problems of communication and understanding."
Jennings believes that an organization can overcome these issues by developing an approach to IT that incorporates flexibility in all aspects, from architectural design to models of delivery. From a strategic perspective, this will require choices on how IT investments are planned, prioritized, and measured; the development of new ways of pricing and billing IT services; the role of third-party services and how these should be integrated into IT delivery; and the incorporation of greater flexibility into IT resourcing.
Interested in hearing more? Tune in to this challenging and thought-provoking podcast interview on this very relevant subject with one of Europe's ace analysts.
Bio
Tim Jennings is one of Europe's most experienced IT analysts with expertise gained in a broad spectrum of technology areas working with both vendors and end-users in his 20-year career in IT. Tim joined Butler Group in 2000, specializing in Application Deployment and Integration. In 2001, Tim was appointed Research Production Director, and in 2004 joined the Butler Group board as Research Director. He works alongside Butler Group president Martin Butler, who continues to provide strategic advice and support.
Dana Farver, Executive Producer, Communities Editor-in-Chief Tom Parish, Audio Producer, Show Host Kimberly Stone, Web Development Manager Scott Ebner, Web Developer
There is a tribe of people in the world today who are, well, a different breed of cat, shall we say. They commit passages of Stranger in a Strange Land to memory. They carry on a love affair with coffee, not only for its rich flavor, but for the opportunity to experience nearly infinite durations of caffeine-generated consciousness. They are not particularly WOWed when inventions like cellphones emerge, because chances are, they've already thought of them ... or envisioned them. They are the techies who work all day in front of a computer, then go home at night and, well, turn on a computer. And always, always, they are thinking, dreaming, about what will be The Next Cool Thing.
Recently, Enterpriseleadership.org had the opportunity to sit down with BMC Software's chief techie, CTO Tom Bishop, and to ask him a range of questions all around the idea of The Next Cool Thing. From what will Oracle CEO Larry Ellison do next, to how will the video iPod change the world, to what is the hype behind the recent GOOGLE/Sun Microsystems announcement (and what he'd hoped they'd say), Tom is not without opinions, visions, and creative thinking about some of the hottest topics in tech today. This visionary CTO even wonders aloud about the Disneyworld, or Brave New World, that the present Internet infrastructure will usher in ... and he invites the listener to think, and to dream, along with him.
Bio
Tom Bishop was named one of the top 25 CTOs by InfoWorld Magazine in 2004 and is a well-known industry innovator who holds nine patents in fault tolerant computing and in leading the development of industry standards such as the Distributed Management Task Force (DMTF) and POSIX.
Production Credits
Dana Farver, Executive Producer, Communities Editor-in-Chief Tom Parish, Audio Producer, Show Host Kimberly Stone, Web Development Manager Scott Ebner, Web Developer
In 1998, a woman named Patricia Seybold authored a book, customers.com, which crystallized the requisites for dot.com-era eBusiness into one, simple tenet: know who your customers are and make sure you have the products and services they want. She built on that theme a few years later with a second book, The Customer Revolution.
Seybold's refreshingly straightforward ideas about customer service, along with the compelling case histories she presented, had a powerful effect on the burgeoning arena of ecommerce. But when the dot.com bubble burst, what happened to that customer revolution?
In an exclusive interview with EnterpriseLeadership.org, Patricia Seybold talks about how the landscape of doing business via the Internet has changed in the seven years since her first book's publication -- and how it has not changed. (And a lot really has not changed, according to Seybold.)
The guidelines she offered for how to succeed in eBusiness -- build community, deliver personalized service, streamline processes, and more -- are as relevant today as they were in the 1990s. But back then, the business that a company did over the Internet was often just a small part of its profit base. Today, eCommerce is a growing priority for businesses, large or small, legacy or startup. And, consumer demands for excellence are only growing.
Today, Seybold and her group are focused on helping their clients prioritize their IT initiatives around customer issues, and bridging what she calls "The Business Schism," that great divide between IT and the business it supports. She offers solid advice, too, about ways to provide the service that customers want and expect, such as how to create solid, cross-channel customer experiences and how to avoid the trap of building bottlenecks into business processes.
All of this only drives home the point that the work of this eBusiness revolutionary is far from done.
Bio
Patricia Seybold founded and leads the Patricia Seybold Group, is a respected IT consultant and speaker, and is a best-selling author. Her book, Customers.com, published in late 1998, provides insight into how 16 still-thriving companies designed their e-business strategies to improve revenues, increase profitability, and enhance customer loyalty. Seybold's latest book, The Customer Revolution, published in 2001, describes how 13 global businesses in a variety of industries manage by and for customer value while they continuously improve the quality of the customer experience they deliver. She is co-author of Brandchild, published in 2003. Her books have been translated into over 10 languages.
Here is a short list of complaints about the IT organization in business today; do any of these sound familiar?
IT spends all of its time in the reactive mode, fighting fires rather than proactively solving problems
IT is not aligned with the company's business goals
No matter how much money is spent on technology and software, the situation in IT does not seem to get better
IT perennially costs major dollars, but company executives still don't see it as central to the success of the business
Now, say a consultant listens to this list, and tells you that it doesn't matter how much money is spent on new hardware and software, it doesn't matter how many consultants you call in to fix the problems, because in the end, you must focus on the people within IT to heal the IT department. And, oh, yes, using this approach will not cost a lot of money. Sounds too good (or too scarey) to be true? Harris Kern, an IT industry veteran, proposes these and more in an energetic conversation with Tom Parish, discussing topics from why implementing ITIL can be a great idea on paper, but can do little to improve your organization; to how important it is that IT executives get away from their desks, no matter how busy they are, and do lunch with other executives. It's all about people, organizational structure, and processes, says Kern, who clarifies and builds on ideas he proposes in his article, "Building a Competitive IT Organization." Tune in to this refreshingly unconventional wisdom about some of the most commonly cited problems in the industry, and see if you agree.
Bio
Harris Kern is an author, publisher, lecturer, and IT consultant, specializing in IT simplification. Through the Harris Kern Enterprise Computing Institute (www.harriskern.com), he has developed a powerful resource for building competitive IT organizations. Under the umbrella of the Institute, IT professionals from many of the world's leading companies come together to take advantage of leading edge disciplines and strategies for improving the IT industry.
Dana Farver, Executive Producer, Communities Editor-in-Chief Tom Parish, Audio Producer, Show Host Kimberly Stone, Web Development Manager Scott Ebner, Web Developer