Confronting the IT Complexity Problem
- Details
- Written by Dave Carey
You could forgive today’s CIOs for thinking they’ve fallen down some confounding IT rabbit hole. But rather than crying, “Curiouser and Curiouser!”, as Alice did, they’re more likely to exclaim, “Complexer and complexer!”
When I first began focusing my career as a journalist on the world of the IT executive back in the early 1990s, I remember thinking how dauntingly complex the IT environment was that they had to manage. But with more and more sophisticated enterprise IT solutions coming onto the market, I reasoned that things would get better over time. Ah, the naivety!
One has only to sit round a table of, shall we say, more seasoned CIOs and watch them mist over as they reflect nostalgically on the simpler bygone days of IT management to realize how much change the enterprise IT environment has undergone in the past two decades, and the impact that has had on the role of the CIO.
Fifteen or twenty years ago, IT environments were graspable; IT executives could get their head around them. They might not have known the finer details of their operations, but they were confident in their ability to manage them and steer IT in more or less the right direction – subject, of course, to the strictures of the business.
But CIOs no longer operate from that kind of comfort zone. The ensuing years have seen a huge leap in the complexity of design and architecture. Pressures from the business to deliver new products and functionality in shorter time frames with less money have left organizations with a tangled mess of cobbled together off-the-shelf software and customized apps. And mergers and acquisitions have only exacerbated the situation.
Many believe that the problem is only going to get worse and that IT is heading for a cliff. In his 2009 white paper The IT Complexity Crisis: Danger and Opportunity, Roger Sessions, CTO of ObjectWatch, writes, “IT failures are rampant in the private sector, the public sector, and the not-for-profit sector. No place is safe. No industry is protected. No sector is immune.” Sessions argues that failure to manage IT complexity is the single biggest reason that IT systems so often fail. And when complexity is the culprit, the failures are catastrophic, expensive, and usually highly visible.
Sessions has plenty of company when it comes to the concern over IT complexity, And there’s no shortage of advice around how to deal with it, from blowing up what you have and starting over, to bringing in even more software to address the problem, to undergoing rigorous methodologies for rooting out complexity and simplifying IT operations. IT vendors both large and small are positioning themselves as solution providers in the space, consulting firms are making a four-course meal out of it, and industry commentators and journalists are assiduously writing and blogging about it.
IT complexity is a subject IT executives themselves are eager to discuss, given the opportunity. And The IT Media Group has provided that opportunity in our Master Series CIO Roundtables, which give IT executives the freedom to discuss subjects of interest at length. Here are a few verbatim nuggets on managing complexity from different CIOs attending those sessions:
“One of the things we are cautiously optimistic about is the introduction of business architecture. We never had that before – it was always the traditional go in and grab your requirements and start building, and that was done in multiple silos and created a lot of complexity. Now we’re taking it up a level and trying to force that discipline at a business level. And we’re starting to see that that’s driving some much better integrated approaches.”
“I used a diagramming tool to create a page that shows how everything in IT fits together – and it was just a mess of spaghetti. But I found that this was one of the most powerful things that I could show the business. It was the first time they actually understood the complexity. They understood that when you change this system, here is the ecosystem that it lives in and that’s why I spend ten minutes fixing a bug and four months testing. “
“We’ve created what we call core business services at the top of the house, reporting to the CEO. And within that there’s IT, HR, Finance, etc. And the idea is standardization and simplification. These were very difficult to do previously because all the different parts of the organization had their own siloed approach with respect to all those services. It is going to take a lot of time for them to standardize the processes and platforms. It’s slow as molasses but that’s what they’re doing to try to reduce complexity globally, and we’ve put together a core business services group to do that. The adoption and the change management is what I think will take the most work and be the most challenging. And it’s essential that our CEO is leading that initiative.”
“I agree…. It’s a partnership between the CIO or highest ranking IT person and the highest ranking business person. Together they have to break down the complexity in the organization and decide how to manage this disruption. And it’s probably going to be in phases – is it 60 days or 90 days or whatever?”
It’s up to the CIO to filter out all the noise out there around complexity and decide what approach makes the most sense for his or her organization. But one thing is sure. Complexity is not going to go away; it’s going to get worse. So CIOs need to do their due diligence and put a strategy in place to deal with it. Doing nothing is not an option – unless you’re looking to retire early and sit around the home for old CIOs, reminiscing about the good old days of IT.
Past Attendees
ADP - VP Architecture & Infrastructure
AESO - VP, Information Technology
Agnico Eagle Mines - VP, IT
Agrium - Global Mgr., IT Security
Agrium - Senior Director IT Shared Services
Aimia - SVP & Global CIO
Ainsworth Engineered - Director IT
Air Canada Vacations - Director IT
Alberta Energy Regulator - Director, Office of the CIO
Anthem Properties - VP IS
AON Risk Solutions Canada - Head of IT
Avison Young - VP Global Enterprise Architecture & Integration
Aviva Canada - VP, Architecture & Strategy
Bank of America Merrill Lynch - CTO
BC Ferry Services - VP & CIO
Bell Business Markets - Director, Strategy & Planning
Bell Canada - National Director, Digital Transformation
Bellatrix Exploration - Director, Information Technology
Bentall Kennedy - VP IT
BFL CANADA - CIO
BFL CANADA - Director, Cybersecurity & IT Risk Management
Black Press - CTO
BlackBerry - VP Corporate IT
BMO Financial Group - Director, Technology & Operations Transformation
BMO Financial Group - Head of Services Delivery
Bombardier Aerospace - CISO
Bonavista Petroleum - Head of IT
Borden Ladner Gervais LLP - Global CIO
Bow Valley College - Director, IT Services
Bridgewater Bank - Head of IT
BuildDirect - VP IT
Bulk Barn - Head, IT
Burnco - CIO
Caisse de Depot et Placement du Quebec - VP, IT Planning, Architecture, Governance, Operations
Calfrac Well Services - Head of IT
Canada Goose - CTO
Canada Live - VP of Technology
Canada Mortgage and Housing - VP, Information & Technology
Canada Protection Plan - Head of IT
Canadian Depository for Securities - CIO
Canadian Direct Insurance - CTO
Canadian Payments Association - VP & CIO
Canucks Sports - Head of IT
Capgemini - Service Delivery Director
CAPREIT - CIO
Cardel Homes - VP MIS
Cargojet - CIO
CBI Health Group - CIO
CCS Corp. - VP IT
CDSPI - Board Director
Centerra Gold - Director IT & Comm
CI Global Asset Management - VP of Enterprise Infrastructure $amp; Operations
CIBC - Senior Director, Infrastructure Planning & Engineering
CIBC - SVP & CIO, Retail and Business Banking Technology
CIBC Mellon - AVP, Enterprise Architecture
CIBC Mellon - SVP & CIO
Cineplex Entertainment - CTO
City of Brampton - Senior Manager, IT Architecture & Planning
City of Richmond Hill - CIO
City of Toronto - Director of Strategic Planning & Architecture
CN Rail Service - Chief Information Security Officer
Coast Capital Savings - VP Technology
Colliers - Head of Technology & Data
Concordia University - AVP & CIO
Crescent Point Energy - Head of IT
Dairy Farmers of Ontario - Head of IT and Administration
Dale Parizeau Morris Mackenzie - VP, IT
Davies Ward Phillips & Vineberg LLP - Director, Information Technology
DealerTrack Canada - Director, Technology
Defence Construction Canada - Corporate Manager, IT
Deloitte - Director, Risk Advisory
Dentons - Canada CIO
Devon Energy - Director, Integrated Business Services
Direct Cash - VP IT & Security
Dynamic Tire Corp - CIO
D+H Partnership - VP, Head of Canadian Mortgage Technology
eHealth - EVP, Technology
eHealth Ontario - VP, IT Systems & Services
Encana - Director, InfoSec
Enbridge Inc. - VP, Technology and Information Services
Enerflex - CIO
Enerplus - VP. IS
ENMAX - VP, IT & PMO
Equitable Bank - CIO
Equitable Bank - CISO
Equity Financial Trust - VP, IT
Essential Energy Services - Director, IT
Expedia Cruise Ship Centers - VP IS
FGL Sports - VP, Information Technology
Finastra - SVP, Head Technology Managed Services
Fix Auto Canada - COO & SVP
Flightnetwork.com - CIO
Freedom Mobile - Head, Customer Applications, Experience, & Strategy
FT Services - CIO
FundServ - CIO
Genus Capital Management - CTO
Genworth Financial Inc. - VP IT
Geotab - Board Member
Golder Associates - CTO
Gran Tierra Energy - Director IT
Grant Thornton LLP - CIO
Grand River Hospital - Director, Data Governance & Analytics
Greenwin Inc - VP, Information Technology
Groupe Dynamite - Director, IT
GSK Canada - IT Director
GTAA - Acting CIO
H&R Block Canada - VP IT
Haventree Bank - VP, Technology
Hewitt Equipment Ltd. - VP & CIO
Hitachi Vantara - GVP & Global CTO
Home Trust Company - CIO
Home Trust Company - CTO
Home Trust Company - VP & CISO
Horizon North Logistics - CIO
HSB Canada - VP IT
IBM Canada - Associate Partner, Payments Industry
Indigo Books and Music - CIO
Interac Corp - Director, Platform Engineering
ivari - SVP & CIO
JP Morgan Chase Canada - Executive Director, Information Risk Management
Keyera Energy - Director, Information Technology
KFC Canada - CTO
KnowledgeOne - CIO
LaFarge Canada - Director, IT
Landmark Cinemas Canada - VP, IT
LAWPRO - CIO
LCBO - Director, Applications Systems
LCBO - SVP & CIO
Leisureworld Senior Care Corp - VP IS
Lifeguard Digital Health - Chief Security & Informatics Officer
Loblaw Companies Ltd - Senior Director, Customer Engagement Technology
London Drugs - GM IT
Loto-Quebec - Corporate Director, InfoSec
Magna International Inc - VP & Global Leader, IT (CIO)
Manulife - Global Head of Private Markets & Real Estate Technology
March Networks - VP Professional Services & CIO
MaRS Discovery District - Managing Director, Fintech and Commerce
McCain Foods Limited - Manager InfoSec
McInnis Cement - Director of Information Technology
Medical Pharmacies Group - VP, Information Technology
MEG Energy - Manager, Information Technology Solutions & Services
Metrolinx - EVP & CIO
Minto Group - VP IT
MMM Group - CIO
Montreal Police Service - CIO
Morguard Investments - CIO
Moulding & Millwork - CIO
MullenLowe Group - Global CIO
National Bank of Canada - Information Security Officer
National Capital Commission - Chief, IT infrastructure & Support Services
NHL Players' Association - Head, Security & Technology
Northbridge Financial Corp - CIO
OEC Group Canada - Vice President, Information Technology and Client solutions
ODAIA - CEO
Oildex - VP, Architecture & Infrastructure
OPTrust - AVP, Enterprise Data Services
Olympia Financial Group - CIO
OMERS - EVP, Data & Technology
OMERS - SVP IT
OMERS - SVP, Data & Advanced Analytics
Ontario Pension Board - CTO
Ontario Teachers' Pension Plan - SVP, Product & Delivery
Ontario Trillium Foundation - CIO
Osum Oil Sands Corp - Manager, IS
Ottawa Police Service - CIO
Pacific Western Transportation - CIO
Packers Plus - Global IT Director
Pason Systems - Manager, Digital Communications & Corporate IT
Patient News - CTO
Peel District School Board - CIO
Pengrowth Corp - Director IS
Penn West Exploration - Snr. Manager, IT Operations
Peterson Investment Group - Head of IT
PFB Corp. - CIO
Pizza Pizza - CIO & VP, IT
Precision Drilling - VP, IT
Precision Drilling - Director, IT Infrastructure & Security
PSP Investments - Snr. Director, Internal Audit & Business Infosec
Public Works and Government Services Canada - Director, IT Security Directorate
PwC - Managing Director, Real Estate Technology Advisory
Pythian - CTO
Qantas - Global CIO
Queen's University - Director, Information Technology
RBC Royal Bank - Head of Application Security, Data Protection & Security Consulting
RBC Royal Bank - VP, Technology Platforms & Risk Management
RBC Royal Bank - Global Cybersecurity VP
Regal Lifestyle Communities - CIO
Revera Inc. - CIO
Revera Inc. - Security Architect
Rheem Manufacturing - CISO & Enterprise Architect
Ricoh Canada - VP,IT
RioCan Property Services - VP IT
Roche - Head of IT Americas – Operations
Rogers Communications - SVP, Customer Experience IT
ROM - CIO
Russel Metals - VP,IS
Salvation Army Canada - Board Director
SCI Group - CIO
Scotiabank - Head, Systems Architecture & Platform Modernization
Scotiabank - VP - International Systems Technology
Scotiabank - Head, System Architecture & Platform Modernization
Scotiabank - Global Head, GBM Compliance & Transformation
Sears Canada - Divisional VP, Information Technology Services
Secure Energy Services - GM, IT
Shaw - Head, Customer Applications, Experience, & Strategy
Shaw Communications - VP, Technology Operations
Shaw Communications - Director, Risk Management
SMART Technologies - Director, IS Corporate Services
Smartcentres - Director IS, IT
SmartOne Solutions - President & CIO
Societe de Transport de Montreal - Division Head - Security and Compliance
Street Capital Financial - CIO
Sun Life Financial - AVP, Data & Business Intelligence Services
Sun Life Financial - VP Application Ops & Services
Sunco Communication - COO
Suncor Energy Inc. - Director, Application Portfolio Optimization, I&PM, Business Services
Symcor - CTO, VP Technology Services
Talisman Energy - SVP IT & Business Services
TD Bank - Enterprise Architect
Teknion - SVP, CIO
TELUS - Chief Security Architect
Tervita Corporation - VP, Information Technology
The Hudsons Bay Company - VP Technology
The Hudson's Bay Company - SVP & CIO
The Source - VP, Information Technology
TMX Group - CISO & Global Head of Infrastructure Services
Toromont Industries - VP & CIO
Toronto District School Board - Chief Technology Officer
Toronto Hospital for Sick Children - Director of Technology
Toronto Parking Authority - CIO
Toronto Police Services - CISO
Toronto Transit Commission (TTC) - Chief Enterprise Architect
Toronto Transit Commission (TTC) - CIO
Toyota Canada - National Manager, IS
Transamerica Life Canada - CIO
Trican Well Services Ltd. - Director, Business Information Systems
Tridel Corporation - CIO
Trillium Health Partners - IT Director, Applications & Clinical Informatics
UFA Cooperative - VP & CIO
University of Calgary - Executive Director, Development Services
University of Ottawa - CIO
University of Ottawa - Senior Director IT Services & Infrastructure
University of Toronto - Director, Centre for Management & Technology
University of Waterloo - Director, Technology Entrepreneurship
Valencia Risk - Managing Director
Vancity - VP Technology & Solutions
Viterra - Director Enterprise Technology
Wawanesa Mutual Insurance Company - Director of Innovation Outpost
World Health - Director IT
Wolseley Canada - CIO & COO
WSIB - Board Director
Yellow Pages Group - Director - Enterprise Data Management
York Region District School Board - CIO
York University - Board Director
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