Smart Enterprise Magazine: Fall 2007 Issue

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Volume 1, Number 3

		SPECIAL REPORT: THE CUSTOMER-FOCUSED CIO THE CIO AS CUSTOMER ADVOCATE Special Report by John W. Verity New tools and close interaction are moving the CIO front and center when it comes to elevating the customer experience. CIOs at companies including Inova Health, GE Money and MedicAlert are among those leading the charge.

Features

	SATISFACTION GUARANTEED Case Study by Patricia Brown Stuart McGuigan, CIO and senior VP of Liberty Mutual Group, is transforming the insurer's IT group into a full-fledged business operation. The impressive results, which include a 90 percent reduction in unplanned IT outages, are increasing satisfaction among McGuigan's internal customers.

	DELIVERING CUSTOMER VALUE CIOs Speak Out compiled by Patricia Brown How can CIOs help their organizations create a world-class customer experience? Five leading CIOs speak out.

	SaaS: READY FOR THE MAJOR LEAGUES? Best Practices by Patricia Brown After nearly a decade serving small and medium businesses, software as a service is aiming for the big leagues. While large enterprise CIOs appreciate the benefits of SaaS, they also raise questions about functionality, control of mission-critical data, reliability and security.

Columns

	EDITOR'S DESK Businesses exist to create satisfied customers. Smart CIOs, take note.

	THOUGHT LEADERSHIP Due to changes in the big business environment, both CIOs and CFOs face new demands. Nancy Cooper, CFO at CA, shares real-life insights culled from working with her CIO.

	PERSPECTIVES Everyone talks about getting to know the customer. But who's really doing it? World-renowned expert Claes Fornell says the key is turning data into actionable information.

	SMART LEADERSHIP Consultants Curtis Bingham, Michael Hammer, David Hicks and Craig Lawton offer tips on sharpening your customer focus.

	IN THE KNOW Never before have enterprises relied so heavily on IT leaders to achieve competitive distinction. Nor have CIOs ever been so ready — and able — to help, writes John Ruthven, CA's executive VP of worldwide sales and operations.

Departments

	NEWSWORTHY A virtual lab for supporting business strategy...ITIL update focuses on strategic value...A CIO's 100-day plan.

	TECH CHATTER Who Owns the Data? Getting control over information can easily become a game of shifting responsibility to someone else. But by adopting information governance, CIOs can reduce risk, prepare for discovery and create a more agile, information-driven business model.

	SMART BUSINESS Real-Time Transparency Do you know what your best assets are? A recent survey reveals that a growing number of IT decision makers don't. Experts provide insights on how to get the transparency you need.

	SECURITY STRATEGIES Securing the Extended Enterprise CIOs find securing the extended enterprise also presents new opportunities to help their organizations become more competitive, strengthen bonds with customers and revitalize relationships with key partners.

ENTERPRISE IT MANAGEMENT
How Do Customers View Your Applications?
CIOs see their own online applications from a totally new perspective — the customer's. This dramatic shift can help organizations to markedly improve customer satisfaction, retention and profitability.
PLUS: When Customers Come Calling, How Well Do You Respond?: Every global business depends on its voice and data network to run smoothly and effectively at all times. To get a better handle on these networks, CIOs turn to network and voice management solutions.

	RESEARCH WATCH Virtualization Goes Mainstream The proportion of servers shipping with virtualization software could more than triple by 2010. Leading analysts say virtualization can help CIOs boost reliability, business continuity, utilization and responsiveness.

	MARKET TRENDS Smarter Business Intelligence Business intelligence that fails to consider business process and its underlying IT processes is in complete intelligence. What's needed instead: BI with an enterprise process management perspective.

	KNOWLEDGE BASE Social Networking for CIOs These six sites can help IT leaders expand the frontiers of their thought leadership, connect with peers, increase their global visibility and more — all without going farther than the closest Internet connection.

Resources

	CA Unified Service Model In today's competitive business climate, IT is evolving from a support organization for the latest and flashiest applications and technology; it has moved its focus to business service delivery. IT executives are challenged to demonstrate increased value for each IT investment while striving for continuous service improvement and a secure environment.

VMware and CA: Making the Most of Virtualization
IT organizations are challenged to meet today's constantly changing business needs. This need for flexibility has resulted in the rapid adoption of server virtualization, making enterprise infrastructures more responsive, while introducing management considerations unique to virtualization. Unlike physically bounded infrastructures, the entities in virtualized environments are not visually apparent or recognized by most traditional management tools.

	Align IT with Business Goals and Maximize ROI with CA Dynamic and Virtual Systems Management Services CA Services experts have the in-depth knowledge of process-based service delivery that can help you build, operate and support an integrated system to proactively manage your IT environment.

	Preparing for the Reality of Virtualization How can organizations incorporate server virtualization to their benefit and avoid the pitfalls? This paper describes some of the technical challenges inherent in virtualized environments and deployment steps that you can take to avoid some of the pitfalls and to maximize the value of virtualization technology in your organization.

	Getting Real About Virtual Platform Management This paper will briefly discuss the technical management challenges inherent in complex virtualization infrastructures including centralizing management of virtual, physical and clustered environments, virtual sprawl, honoring service level agreements, resource allocation and the prioritization of resources.

	How can I manage my complex system environments and optimize business processing and resources? The CA Dynamic & Virtual Systems Management solution applies visualization, automation and self-management technologies to your system environments, helping to improve the performance and availability of business-critical applications.

	A Key Ingredient for Compliance: Automation CA Unicenter® Job Management solution offers many features and benefits to facilitate the implementation of effective and efficient SOX Compliance initiatives.

	Maximizing Value Through IT Services The transformation to a service-based IT operating model provides significant improvements in both the real and perceived value of IT.

	The Business Value of Identity Federation Integrating partners and their heterogeneous security systems and infrastructures to securely share and administer user information, profiles and entitlements requires a solution that supports scalable, inter-enterprise security that stretches across many partnerships.

Unifying and Simplifying: Delivering on the Enterprise IT Management (EITM) Vision
Today's networks are more complex and fragmented than ever before. To address the issues, CIOs are implementing a number of processes and technologies including the IT Infrastructure Library (ITIL), Web services and Service Oriented Architecture (SOA). Read about CA's holistic approach to unifying and simplifying the management and security of IT in support of the business through EITM.

Enterprise IT Management: The Architecture
CA's Enterprise IT Management (EITM) is a vision for how to unify and simplify the management of enterprise-wide IT. CA is enabling the flexibility and agility for many large enterprises to quickly respond to today's changing business conditions by managing risk, improving service and managing cost. In order to realize the EITM vision, read how CA is delivering a SOA-enabled integration platform with its products.

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