Caused by the increasing speed and number of technology innovations, today, many organizations are battling with the exploration / exploitation dilemma which leads to business issues and conflicts concerning fitting IT development and delivery models. New Governance is a guiding principle to restore the balance between exploration and exploitation development and delivery concepts.

1. Netherlands practice day IT & Service Management 22 April 2015
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2. Content
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3. Existence and Context of New Governance
Dutch only:
New Governance is een CGI-community die al een aantal jaren 'aan de weg timmert' om
sturingsproblematiek op het gebied van IT-dienstverlening (meer) inzichtelijk te maken en op te
lossen. (Nieuwe) inzichten komen mede tot stand via samenwerkingsverbanden met universiteiten
zoals de business university Nyenrode, technische universiteit Delft en de universiteit van Tilburg en
instituten zoals het Platform Outsourcing Nederland. Recente publicaties zijn:
1. New Goverance en netwerkarchitectuur: http://www.slideshare.net/ldohmen/new-governance-en-
netwerkarchitectuur -> Nieuw artikel
2. New Governance: http://www.slideshare.net/ldohmen/new-governance-inspire-it-23-sep-2014-
versie-20 (CGI seminar Inspire IT in Roermond)
3. IT-modernisering met New Governance: http://www.slideshare.net/ldohmen/it-modernisering-
met-new-governance
4. IT-modernisering met New Governance (boek):
http://www.mijnmanagementboek.nl/shop/index.php/it-modernisering-met-new-governance-
46584-www-mijnmanagementboek-nl.html
5. Netwerksturing bij regie van IT-uitbesteding: http://www.hmr.nl/archief/netwerksturing-bij-regie-
van-it-uitbesteding
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4. http://www.mijnmanagementboek.nl/shop/index.php/it-modernisering-met-new-governance-46584-www-
mijnmanagementboek-nl.html
In summary, for creating value with IT outsourcing 4 basic structures (constructions)are distinct, each with their
own Technology, Organization and People (TOP) related attributes. The first structure is called Standard which
creates value with cheap services. Organization and technology aspects of the TOP mix are decisive in setting the
process alignment. Principles of operational excellence according to the value disciplines of Treacy and
Wiersema* are applicable here. In the second quadrant, called Preferred, speed is the value-factor. Agreements
on having capacity (or technology) flexibly available are necessary. This refers to the value discipline of
customer intimacy. The third structure is called Excellent. Quality of the delivered products and/or services here
determines value. Attitude, knowledge and skills (skills) of people are the basis for the establishment of the IT
outsourcing construction. Here apply principles of product leadership best. IT outsourcing construction Partner
is a mix of 2 and 3. Specific attitude, knowledge and skills that are flexible and readily available to determine
the value through high quality products and/or services and fast delivery.
*Treacy, M., Wiersema, F., 1995. Discipline of Market Leaders, Perseus Books.
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5. Explanation work concepts
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6. Content
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7. Dutch only:
Het outsourcing dilemma is gebaseerd op drie stelregels. De eerste stelregel is dat een kwalitatief
goede service die snel geleverd kan worden niet goedkoop is (quality + fast <> cheap). De tweede
stelregel is dat een service die snel geleverd kan worden en goedkoop is een kwalitatief slechte service
is (fast + cheap <> quality). De derde stelregel is dat een kwalitatief goede dienstverlening tegen een
lage prijs niet snel geïmplementeerd kan worden (quality + cheap <> fast). Op basis van deze
stelregels moeten bedrijven dus goed nadenken voor welke service ze welke vraag aan de markt
stellen.
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8. http://www.blogit.nl/snelheid-in-projecten-is-een-ideaal-voor-organisaties
http://www.blogit.nl/it-modernisering-start-met-een-analyse-van-het-it-landschap
To be investigated further
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9. What are the undesired side effects when focusing on SPEED
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10. Content
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11. For questions and or remarks:
Leon.Dohmen@cgi.com
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12. Content
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13. Net Benefits is a term introduced by Seddon and adopted by DeLone and McLean
Net Benefits in the areas of general governance, technical application management, servers and
hosting, network and infrastructure
Based on research and case studies since 1999
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14. A skilled service desk engineer may be expensive for the service desk as department but measured
over the whole chain it can be a totally different case. Difficulty here is that total chain responsibility
is rare and difficult to arrange, especially in multi vendor situations which is very usual in today’s IT
development and delivery landscape.
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15. Do you agree or disagree?
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16. For questions and or remarks:
Leon.Dohmen@cgi.com
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