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Was there debate within PeopleSoft that it might be a bit shortsighted not to give steady-as-you-go maintenance?

Other than from me? You had development lining up on the side of, 'Absolutely hold to these support polices.' The consulting group wants to sell upgrade services. The development organization only wants to support a limited number of product lines, and there are practical reasons for that. They can't technically support 10 lines forever. In general, they were just incensed it accreted life to releases that they wanted to see retired.
Isn't this a problem for all software?

Everyone has to carry forward their baggage, and a backwards compatibility. Very rarely do you come out with a brand new release that has no connection, in technology, to what you had before, because then you open up the whole competitive realm. 'Well, hell, if your new product isn't really an upgrade, it's a migration, then I might as well look at everybody's else's if I am going to move to a migration.'
How have companies managed this problem before your software maintenance businesses existed?

They thought they could basically use the stick to beat customers forward by threatening them. You've seen that with Oracle. Siebel is the same way -- basically, if you don't upgrade, we're going to pull your support, you'll rue the day, you'll get nothing from us, and we'll still charge you the full amount.
What are the reasons your customers opt for third-party software maintenance?

They do it for different reasons. The small customers were making the move, because it was right after the dot-com meltdown. Prior to that, people were very optimistic, thinking they would be growing 10 times their size. They went in and bought PeopleSoft; it was the Rolls-Royce of HR systems and finance. So now they're stuck with the Rolls-Royce. They love it; they don't want to get rid of it. But they can't afford to keep it. So, a lot of those people, by switching to third-party maintenance, actually were able to keep the software they loved at price points they could afford.
Why did you leave TomorrowNow after the acquisition by SAP?

I left three months after the SAP acquisition; as an entrepreneur I needed to be on to my next thing. I actually was going to go build a software company, but after looking at it, I couldn't stay away from the maintenance stream. When you've got a 90% profit margin, it's just too hard to resist. And TomorrowNow didn't even take 1% of the market. As soon as Oracle announced its acquisition of Siebel, I decided to launch Rimini Street and offer the first third-party alternative into Siebel space.
Oracle must love you, especially given its suit against SAP -- targeted at TomorrowNow.

Oh yeah. I announced Rimini Street at OracleWorld 2005 and I think the words were, 'He's back.' As soon as my noncompetes expired with PeopleSoft and J.D. Edwards products, we introduced those at Rimini Street, too. So now you have two companies -- the captured, SAP-TomorrowNow and our independent Rimini Street -- and we are the only two really credible companies in the industry.
The Oracle lawsuit against TomorrowNow is notable for its strong language -- "corporate theft on a grand scale." Some analysts said that one of the aims of the lawsuit was to scare companies off using third-party maintenance.

Just to give you that color from the lawsuit -- it hasn't deterred the business. The lawsuit actually opened up business -- because some people didn't even know there was a choice. A lot of people read the lawsuit and said, 'My God, Merck and Honeywell, and all these large companies using third-party support.' And instead of saying, 'Wow, look what happened here!' The issue really is, 'Holy gee, am I the only guy paying full price?'
What about maintenance of SAP software at Rimini?

I have a noncompete that expires in January. Let's just say, we're looking with interest at the SAP market. With 30,000 customers, who wouldn't be? They recognize what is good for the goose is good for the gander. You can't complain and say you want Oracle to open up and allow third parties more access and think that is not going to boomerang back on you. They know this is about open access.
AMR analyst Jim Shepherd makes the argument that because everything is changing -- the software platform, the underlying components, your company's business -- that the software needs to be continuously updated.

That's not what we're hearing from clients. They have incredibly stable platforms that they feel like they can run their business on for 10 years. And, in fact, if you look at the recent enhancements from the PeopleSoft product line, it is akin to heated and cooling cup holders -- they're really cool, but it doesn't help me pay my employee any faster.
Who do you go to when you make your pitch? The CEO, the CIO -- who is most receptive to your message?

It's gotta be the CIO and the CFO. The reason is, this is a lot like outsourcing. You're not going to go pitch the IT team how great it is to send your jobs to Infosys. When we come in, how much excitement is there to tell a team, 'Hey, we've got some great news for you -- you guys are going to drive the same car for the next five to seven years instead of that new one you were hoping to play with.' A lot of IT folks do want the excitement of getting new tools and new technology to play with -- and that is part of the fun of it.

Our decision is very much a cost-driven decision, so it is very often the CFO or the CIO who says, 'I'm the guy who has to go before the board and justify we need to spend $2 million on an upgrade when we did it just three years ago, and I can't put down on paper how that money is going to be returned to us in benefits.'

What about people who have just upgraded to the newest version of software -- are they off-limits?

We used to work primarily with more retired or retiring-level versions of the software. Today, 30% to 40% of our business is on the latest versions of the software, so it is people who literally go and do the next upgrade and say, 'You know what, we are done for the next decade. And all that money we bank over the next decade? We will then do a capital expense because a whole new version of software is coming.' In 2015, '17, as late as 2018, you'll see a mature Fusion product against a mature NetWeaver product from SAP, hell Microsoft will probably be offering a full enterprise-level product at the rate they are investing. Rather than play the upgrade game every two or three years that doesn't necessarily yield results but ties up the entire IT team, costs a fortune, instead we're going to make a generational change.
How long should a company hold on to a software product?

We have more customers than ever looking for five- and 10-year guarantees for support. No one makes this change for a six-month change; it is not worth it.

Let us know what you think about the story; email: Linda Tucci, Senior News Writer

It doesn't take much to get Seth Ravin badmouthing big software companies. Ravin co-founded TomorrowNow, which he sold to SAP, and eventually went on to found Rimini Street Inc., an independent provider of enterprise software support services for Siebel Systems Inc., PeopleSoft Inc. and J.D. Edwards & Co. licensees. The companies share the same aim: make software last longer. Ravin's idea of software maintenance evolved from his work at PeopleSoft in the late 1990s. He was in charge of getting 4,000-plus customers through Y2K. The board authorized Ravin to quietly sell customers a Y2K package of support -- on top of their regular maintenance support -- so they could stay on their older releases.

Indeed, as word of the special program spread, enthusiasm reached fever pitch. By 1999, Ravin had customers left and right willing to pay him more than regular maintenance fees, so they wouldn't have to upgrade. Not long after, he left PeopleSoft to join former colleague Andrew Nelson, who had a little consulting business, TomorrowNow.

What is the biggest challenge in getting a job as a first-time CIO? Is it out-competing others who look similar on paper?

I think there is a tremendous amount of competition. Most of the CIO positions out there are usually going through some type of an executive recruiting network. The recruiters I talked to don't usually pull up a set of criteria in a database online. One recruiter I talked to doesn't even recommend candidates putting information into an executive recruiting online database, because most executive recruiters aren't going to use it. They're going to look to the contacts and network of sitting CIOs or deputy CIOs to ask if there is someone on their staff or someone they know.
You became CIO of the World Wildlife Fund at age 37. What helped you most to get that job?

I was recruited for it. I did not approach an executive recruiter for that position; they approached me, at the recommendation of another sitting CIO. I had established my credentials in the private and for-profit sector. I had gotten experience with a variety of technologies at some pretty tier-one organizations: it was Sallie Mae on the financial services side, and PricewaterhouseCoopers on the consulting side. I had gotten all my tickets punched. I got my technical MBA at Johns Hopkins University. I actually took it a step farther. A year after I obtained by graduate degree I started teaching as an adjunct faculty at Johns Hopkins -- intentionally.
As a way to increase your network?

Increase my network, increase my exposure. As an adjunct faculty I was giving back to the IT community and the educational community, but at the same time I was greasing the skids for easier access to publications. When someone was looking at my bio and saw I was a director of this, a tech MBA and teach at a graduate level, when I submitted articles I believe they had a little more merit behind them.
What's the biggest mistake you made in plotting your career?

I'm not sure that I made any.
None?

I really don't think that I have. I've gotten consulting experience, I've gotten for-profit experience, I've gotten Big Five experience, I got my tech MBA, I've got publishing experience, I've got my graduate adjunct faculty. The only thing that I would -- I don't know if this is really a mistake. I was about to say, started my graduate work earlier. But Hopkins wouldn't really let me enroll in the program until I had a specific number of years of business experience.
Fifty percent of your experience is in consulting, and you strongly recommend that aspiring CIOs work as consultants. Why?

You've got to get both sides of the fence if you want to be a viable CIO. You have to understand the consulting proposition. You have to know also how to manage consultants and vendors.

Being a consultant makes you a little bit humble. There are many instances where you have to sidestep and put the brakes on what you may know technically or business wise. You may have to deal with a client or a customer that is not that smart or that doesn't know as much as you do, and you've got to figure out creative and diplomatic ways to get that customer on board or eliminate any roadblocks that the customer may be putting up. In the organizations that use consultants regularly, some of the internal employees are a little bit jaded. They're thinking, 'Why did we have to go to the outside, when we could have probably done this on the inside.' Serving in a consulting role gives you far more experience than flat-out IT experience.
Define for us what you call in your book "the IT glasshouse."

I define the glasshouse as the central IT management infrastructure of the past where all decisions, all the systems and all the policies were pretty much made within the IT shop. If you had to classify it as a government, it would be an IT monarchy. Today, I don't believe that works. I am not a fan of 100% decentralized IT, where managers and staff are completely decentralized and put into business units. I am not saying do a 180-degree from the old model. But I do think that today's CIOs need to work more with the business units and customers of their organizations and form better relations to share the risks, responsibilities and project sponsorship, as opposed to assuming the responsibility in IT or forcing a system on a business unit.
There is a lot of talk about letting your business units take responsibility for the technology they use. But how do you do that? Do you get it in writing?

I do. But I don't let them take responsibility for the technology. I let them take responsibility for the business process that drives the solution. So when we are looking at doing a requirement analysis for trying to solve some problem or drive some goal, whether it is increasing revenue or something else, when we put budgeted dollars toward the project, we use an organizational structure that integrates with the project manager in the business unit itself. I bolt on an IT lead and have at least one business VP take accountability as co-executive sponsors. At the end of the day if I don't get signature from a business unit sponsor for a business unit application, I will not press forward. I make the calls for infrastructure, for security, all those good things. That is my job. But if we are looking for a CRM system, for example, to help drive donor management, the CIO should not own that system. IT should be owned by the business unit that is responsible for the revenue.

I have a simple phrase: IT drives technology decisions. The business units drive application business technology.
I thought it was refreshing to read in your book that a CIO should have a solid grounding in technology, because so much of what you hear now is that this position is being taken over by businesspeople.

I just met one the other day. A new CIO from the business unit, and I think he's scared. Think about it. I take the inverse view that businesspeople can do the job. I think it is way off, and I am not shy in stating that. Look, this is a profession that in my case includes 20 years of work experience at some of the best companies in America. I have gotten a top-tier education. If you combine all that together, I am somewhere in the 28-year range of progressive IT skills and experience, managing technology and applying it to business. Now, would you hire someone who came up that track, who had all that experience in IT, to head up your financial organization? I wouldn't.
The flip side is why is it hard for technical people to speak in business terms?

Given the amount of time they work on the technology side versus the amount of time they spend in the business unit side, it is so easy to lapse back into all of the different acronyms and the lingo the technology people use. I'll be honest. I have to force myself to be conscious of the fact that when I am speaking to a nontechnical audience to not be too technical. I have to force myself, today, and I am a sitting CIO with a new book out giving guidance to others on how to follow in my footsteps. It's hard.
Does it have anything to do with the notion that the kind of people attracted to technology are very concrete in their thinking; they simply think in a different way from businesspeople?

Working in the technology area takes an analytical, top-down, logical, process-oriented person. That said, I think at some point in their career they have to force themselves to branch off and submerse themselves in an environment, like an MBA, which makes them recognize the other side of the fence and to think like a business person. The technology field attracts far more the introvert than the extrovert. I probably started out as a pretty strong-typed introvert and became a forced extrovert as a result of going up the ladder.
When did you turn outward?

When I realized that it was absolutely one of the most important skills needed for an IT executive to have excellent communication skills.
How long did it take you to hone your presentation skills?

Oh gosh. I'll give you the answer in the form of advice given to me from one of my mentors. I asked how long it would be before I was completely comfortable giving presentations to an audience I had never met before. The answer was, once you've done your first 100 or so, you'll get the hang of it.
Your book's title is Straight to the Top, and top for you is CIO. Do you ever think there is somewhere else to go once you're a CIO?

Absolutely. I think it is the next-generation track to chief operating officer, and potentially a CEO of a technology company. I can tell that my career aspirations include one or two of these tracks.
You devoted an entire chapter to golf. I found that a bit shocking.

It wasn't the whole chapter. Half of it was about the vendor management function. I talk about the importance of relying on vendors, having a vendor management strategy, in my case reducing the overall number of vendors, and distinguishing between commodity-based vendors and strategic vendors. I consider Dell a commodity-based vendor. I buy stuff from them and put it in. A strategic vendor will actually help me go from Point A to Point B. It might be a CRM vendor. It might be a consulting vendor. And I talk about that whole process of how do you manage and scorecard your vendor and different approaches for doing that. And I ask other CIOs how they do it. So you'll see stuff about outsourcing.

Then, halfway through Chapter 8 is when I start talking about integrating sports to build your relationships and to grow your network and build stronger relationships with your vendors.
But why go out with them at all, especially given the sensitivity about conflict of interest these days?

Well, let me ask you, define conflict of interest.
There are some companies that say don't even go out for a cup of coffee with your vendors, because you don't need to be friends with them or beholden.

That would be the federal government. And you know what? I understand why they do it. But I don't think that a cup of coffee is going to materially make a difference in the decision to purchase goods or services. I think the federal government has just decided to take that track. But I take the issue beyond the level of the CIO. How many CEOs do you know who go out and have dinner with some of their partners and vendors and colleagues? And how many CEOs and presidents do you see on the golf course? I can tell you I played golf in a tournament and John Thompson was there. He is not a CIO. He is the CEO for Symantec.

It doesn't have to be about who pays for what, as I clarified in my book. My guidance to people is, check what your policies are. If there is a no-pay policy, fine, pay for yourself. There are some clear benefits of getting out of the office and spending some time with people, getting to know them. And at the end of the day, because I have a better relationship both professionally and through sports, I have several vendors who I can pick up the phone and say, 'Listen Tom, I need this done, you need to help me out with this.' Now granted, they should be able to do that regardless, as a vendor. But it doesn't work that way. And if you look at the quotes from the vendors in the book, people tend to reciprocate, form partnerships and get more stuff done, cut through the [bull], when they have a better relationship. And I have found that a 30-minute meeting in my office doesn't get me a better relationship with a strategic vendor.
Another piece of advice you give is that a CIO has to think like a chief financial officer. Why?

If you don't start thinking like a CFO, you're going to be reporting to one.
What is so bad about reporting to the CFO?

Because historically, CIOs who report to CFOs are doing so because the CFO is not comfortable with their financial management skills, or the CIOs need to be reined in on their cost controls. The other research that I found is that CIOs who reported in to the CFO spent overall less percent of the company's revenue than those that didn't. A CFO's job is internal controls, audit, cost containment, financial management and reporting. I don't think that is the best creative place to put a potential innovator and catalyst, such as the CIO, who interfaces with just about everybody. There is no other executive that touches every other point of the organization.

Let us know what you think about the story; email: Linda Tucci, Senior News Writer

Gregory Smith, author of "Straight to the Top: Becoming a World-Class CIO" and CIO of the World Wildlife Fund, talks about his carefully plotted route to the executive ranks and offers some tips for aspiring CIOs.

How do you pick a channel partner?

We have very specific guidelines that we follow when selecting channel partners. Those guidelines typically revolve around how quickly they can deliver, the breadth of their offering and pricing.
What do you buy and from whom?

Because of the big differential between what we spend on storage versus the rest of our IT needs, we typically look to vendors that handle the largest breadth of gear as possible. For EMC gear, for example, we work very closely with Dell. EMC has one of the largest networks of resellers and VAR [value added reseller] partners out there but we have found that we still get better service from a firm like Dell because of the fact that we buy so much other nonstorage-related equipment, servers, etc.

For smaller purchases or purchases we need in a faster delivery window, we work with a variety of local and national VARs and in many cases buy direct. In the case of software, we will, whenever possible, buy direct if the firm offers direct download. Even when a VAR can offer better pricing, the convenience of a direct download or automatic license purchase is far more important.
In your opinion, what are the advantages of working with a channel partner?

As an organization, we find that we need to be able to have established relationships with a variety of vendors and resellers to meet all of our needs. This is especially true when we are on a tight delivery timetable. A local reseller may charge a premium versus a larger national reseller or the vendor themselves, but they are able to add value and justify that price with a quicker turnaround.

The second key issue is that when we work with the larger resellers, we are able to get a lot better service because of our larger purchase volume. For example, we recently purchased an entry-level EMC SAN for a specific project, and had the scope of our project change overnight. We needed a SAN that could scale much larger and had to go with a higher end model that would scale further. EMC has a policy that once a PO [purchase order] is signed, they will not take a unit back unless it is due to a technical problem. Because of our relationship with Dell, they were more than willing to work with us, and did so in as painless a way as possible. If I was working direct or with a VAR that only handled storage or that I did not have the same dollar volume with, I am not confident we would have had the same experience.

Third, in theory, channel partners can introduce us to new products that we were otherwise unaware of, but in practice that is pretty rare in the current business climate.
What are the downsides to working with resellers?

This depends largely on the specific reseller and the way in which the manufacturer themselves has setup the reseller program. We have seen some nightmare scenarios when resellers are responsible for first tier support or sales engineering and the resellers are not equipped with the necessary technical resources to meet our needs. This is especially true when the reseller does not have the right number of specific subject matter experts and tries to utilize more generalists.

We also have a hard time with resellers that do not stock product. In the current climate, we typically make final purchasing decisions a week or two before we need the product installed in our data center. In some cases, due to project scope changes or emergency capacity upgrades, we need to be able to have a product the next day. Most resellers today, and for that matter, many vendors themselves, are not prepared to meet that kind of delivery timetable. For organizations with static needs or even static rates of change, that may be fine, but for a rapidly growing Internet-centric business it causes a lot of problems. To resolve this issue, we typically have three or four key resellers that can source any one product we use, so with a little legwork we are able to meet our timetable.
Are channel partners really independent?

Absolutely not. In my experience, channel partners are sales organizations and we treat them as such. We have had countless interactions with technology resellers that pitch either the product they have the highest margin on, or a product they need to move for internal purposes. We address this by doing as much homework as possible ahead of time and then utilize their subject-matter experts for specific implementation or integration questions.
Do you think you can get a better price working with a channel partner versus dealing with vendors directly?

My experience with pricing has been that it is directly related to the size of the manufacturer. We find that vendors with a large, diverse, mature product line, like EMC or Sun, offer their best pricing through the channel. Newer players or vendors rolling out a new product and looking for early adopters will inevitably offer better pricing and terms directly, than through their partners. With the competitive VAR landscape, there are fewer firms willing to distribute products on a loss-leader basis, but that still remains a vital strategy for vendors attempting to push a new product into the market place. Like any savvy buyer, we try to exert our pricing pressure and take advantage of such situations.
Buying storage gear from the channel needn't be as dicey as you might imagine as long as you know what to look out for. Aaron D. Sawchuk, co-founder and chief technology officer of managed services provider ColoSpace Inc., in Rockland, Mass., talked with SearchStorage.com about his experiences buying from the channel and some of the advantages this has brought him in dealing with key suppliers.

entities. "For example, a financial services organization might have 10,000 partners, which far outstrips the ability of most companies for DR testing," Morency said...

"You can think of it as private cloud services. It is extremely useful for organizations who want to move to a shared service environment for BPM," Cantara said.

In fact...