SmartSuite for the Chief Information Officer

Services, systems and dependencies are mapped in the IT Operations Management suite, and IT Operations Planning & Analytics brings incident, request, change and asset data into one view, so an investment or retirement decision shows which business functions it touches before you commit.

IT Asset Management holds purchase cost, contract, renewal terms and lifecycle stage for hardware and licenses, so refresh planning and cost reporting come from records rather than estimates.

Planned maintenance, changes and releases sit in a shared operations calendar with owners and status, so you can see what the organization is doing to production this month without a roll-up.

Service Level Management (SLAs) tracks response times, breaches and escalations across the catalog, so the view you take to the executive team is the one the IT Service Manager runs the desk on.

Cyber Threat Management tracks vulnerabilities with owners and status and links threats to incidents, risks and controls, so the Chief Information Security Officer's risk view and your investment view share records.

The Chief Financial Officer sees spend and renewals, procurement sees vendors and purchasing, IT sees operational detail, all from the same asset records, so budget conversations do not start with reconciling lists.

Major incident history, backlog trends and end-user satisfaction appear with service performance, so the board sees what the business experienced, not only whether the SLA was met.

License ownership, allocation and renewal dates are tracked with audit-ready history, so a vendor audit or an internal control review is answered from the register rather than a hurried count.

Who approved each change, when it occurred and what it affected is retained, so regimes that examine ICT change control can be answered from one audit-ready record.

Chief Executive Officer

The Chief Information Officer owns technology strategy and the IT operating model, governs the technology portfolio, investment and total cost, owns IT service performance, availability and customer satisfaction, sponsors the service management, asset management and operations programs, oversees technology risk, security and compliance with the CISO, and reports IT performance, investment and risk to the executive team and board. In SmartSuite those views are drawn from the IT operations, service, asset and risk records.

SmartSuite gives the CIO one view of IT services, assets, projects and spend in IT Operations Planning & Analytics, so investment decisions use live data rather than figures assembled for a review. Portfolio Management holds the technology projects and their status, and because services, assets and projects are connected, the CIO can see what a project will change, what it will cost to run and which services depend on it.

Service Level Management (SLAs) shows service performance against agreed levels, major incidents and customer satisfaction across the service catalog, so the CIO can see which services are meeting their commitments and which are not. The IT Service Manager and IT Operations Director run those services from the same records, which means a question about a failing service goes to the people and the incidents behind it without a separate report.

IT Asset Management reports asset lifecycle, license compliance and total cost of ownership from the asset register the IT Asset Manager maintains. The CIO can see which assets are due for refresh, where license use exceeds entitlement and what each service costs to run, which is the basis for the total cost governance the role owns and for the investment case put to the Chief Financial Officer.

Technology risk and control status from the GRC suites are linked to the IT portfolio view, with Cyber Threat Management holding the threat and vulnerability picture the Chief Information Security Officer owns. The CIO sees risk against the services and assets it affects rather than in a separate register, which is how oversight of security and compliance with the CISO and the Chief Risk Officer works from one picture.

SmartSuite produces executive and board IT performance, investment and risk reports from source records, so the CIO reports to the Chief Executive Officer and board from the same data the IT leadership team runs on. Service performance, asset cost, project status and technology risk are presented together, and because the Chief Technology Officer and Head of PMO work from related records, the engineering and project pictures reconcile with the IT one.

New customers can start with SmartSuite Onboarding, a guided four-week program around one or two priority workflows. For a CIO the first is the service and asset view: load the service catalog, the asset register and the current project portfolio, and the dashboards read from them as the service, asset and operations teams update their records. The CIO's direct reports, from the IT Service Manager to the Shared Services Director, each operate their own part, and the view widens as more of IT's work moves into the system.