Lessons from a Customer-Funding Regime in a Large IT Organization

Ballinger, Paul J.

doi:10.11610/isij.3803

Cited by 2 publications

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“…First, the architect of the model of customer funding for NC3A-the first NATO agency using this regime-identifies and describes a lot the key lessons from the implementation of this approach. 3 Then, an experienced team member of the Chief Operating Officer (COO) group elaborates on the challenge a non-for-profit, customer funded agency faces in balancing demand and capacity to break even. 4 The article draws valuable lessons of interest to many public IT organizations and their customers.…”

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Towards Effective and Efficient IT Organizations with Enhanced Cyber Resilience

Shalamanov¹

2017

ISIJ

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Journal aims to establish a baseline for a multiyear study on IT governance and management of large national and international IT organizations aiming to increase effectiveness, efficiency and cyber resilience -their own and of the customers they serve. The objectives are to identify best practices, develop a maturity model and processes for assessment, compliance, change management and continuous improvement.Modern society and organizations are highly dependent on information technologies. At the same time, rapid changes in technology, vulnerabilities of cyber domain for attacks, interoperability challenges, increased cost of the IT systems, critical shortage of specialists and many other factors call for improved governance and management of IT. In response, the collection, analysis and managed use of good practices form the approach, largely implemented nowadays.We consider NATO as an excellent laboratory for identification of best practices in many areas, including IT governance and management, for effective, efficient and cyber resilient IT organizations, due to the very nature of the Alliance. NATO provides well developed consultations and decision making system, a very demanding customer base and availability of a sufficiently large budget; it also has an executive agency to address the customer requirements in most effective and efficient ways, where cyber security is the ultimate priority.At the Lisbon Summit of 2010, heads of states and governments of NATO nations decided to consolidate all IT organizations of NATO in one service-based and customer-funded agency, as shared IT service centre capable to support not only common funded NATO structures, but any other eligible customers -national or multinational. This transformation effort challenged all 28 (now 29) nations and agency team to work together in identifying the best governance and management practices for increased effectiveness and efficiency in IT support with visible savings in com-

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confidence: 99%