Customer Insights: 3 Key Takeaways from GuideWell’s Path to ITFM Maturity
Summary
Ginger built GuideWell’s ITFM program from the ground up starting in 2017, after securing executive buy-in to implement the full suite of Nicus solutions (IT Planning, Cost Transparency, and Bill of IT). Over the past two years growing the program, Ginger identified several important lessons, benefits, and tactics that organizations considering the journey should understand. They will, however, have considerable long-term impact on the business’s ability to innovate, stay agile in changing market conditions, and so forth – all of which ultimately translate to tangible ROI. More specifically, GuideWell’s decision to leverage a standardized taxonomy for IT service costs allowed the organization to easily benchmark against a wide range of industry data sets – giving Ginger the chance to showcase above average performance, while also making the case for additional funding. By offering a defensible explanation in terms they could easily understand, the questioning stopped, and they just said, ‘Wow, we never looked at it that way.’” Without a clear understanding of what’s truly driving spend, technology leaders struggle to build trust with the business and are constantly forced into a defensive position when discussing costs – perpetuating a damaging culture where IT’s numbers are assumed to be flawed until proven otherwise.
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