An interim CIO, James, was quickly brought in, triaged the situation, and started to address immediate concerns while building a longer-term solution. The most immediate was restoration, recovery, and remedial actions for the system outage. Within six months, the team accomplished a full recovery.
Meanwhile, James also brought the past-due project to completion. Within one month after product launch, it delivered a 3 percent increase in revenue, which was outstanding for a new line of business.
James’s biggest set of tasks was to put in place a longer-term infrastructure that would not only support the business’s current needs but also work closely with all business units. James helped bring in a director of IT operations for longer- term stability and day-to-day oversight of the department. Standard operating procedures were created; existing staff, as well as new hires, were trained on the new SOPs as they were on-boarded for overall consistency. These provided a solid foundation for increased discipline and predictability within IT operations.
Part of improved predictability was an annual IT budget to better measure the cost and ROI for all projects. The IT department in any organization is often seen as a standalone business, with the rest of the organization as the client base. Under this model, all requests are handled with the highest level of customer service, and projects have a top- and bottom-line dollar value.
Finally, James put business intelligence and reporting in place to provide leadership with more timely information to aid in their decision-making. During the interim assignment, the organization’s IT department transformed from a liability to one of the company’s biggest assets.