Gartner Research

Don’t Waste a Crisis: Becoming an Engaged IT Organization

Published: 01 March 2011

ID: G00212281

Analyst(s): Leigh McMullen , Patrick Meehan, Jacques Begin


Effective CIOs help their enterprises respond appropriately to a crisis by focusing on business engagement and core leadership values. They demand collaboration between business and technical architects, arming both with the language and framework of business process and architecture.

Table Of Contents
  • Overview


Executive Summary

  • Finding opportunity in crisis
  • A new CIO or a new you?
  • Moving from delivery to engagement

Finding opportunity in crisis

  • What is a crisis?
  • Crises can trigger positive change
  • The hidden crisis
  • Cultivating a crisis for fun and profit

A new CIO or a new you?

  • A cultural transformation for IT
  • Facets of an engaged IT leader
  • You are only as good as those you lead
  • Building trust through education and results
  • The business respects an IT organization that understands performance management
  • Listen to what the business has to say about IT strategy
  • Develop key organizational competencies
  • Develop competencies across the board

Moving from delivery to engagement

  • A new dialogue with the business
  • Engagement starts with the convergence of business and technical architecture
  • The process model for engagement: Dynamic, iterative, flexible
  • Conclusion

Appendix: Case studies

  • ALJ Toyota Saudi Arabia—Cultivating business partnerships by leveraging business process strengths
  • City of Arlington—Using a city’s culture to reinvent IT
  • Banesco—“Front-office IT” drives a mobile banking initiative
  • Lånekassen—Improving efficiency and customer service beyond that of peers in the private sector
  • Statoil—Where IT is integral to leadership
  • U.S. Army Medical Command—A crisis of confidence forces IT to evolve

Further Reading

  • Gartner Executive Programs reports
  • Core research

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