[MUSIC] [NOISE] This video is about the curse of the. This is a strong statement but, remember, whenever go for a visit to a plans, to a narrow center, to assess departments. We have to discuss strategic things. Add to it time to market, add to this an application that the client can use but usually, as we're discussing these important things someone will tell him, you know, this morning, my PC crashed, or last week, I called a person in the call center, and they gave me very bad advice. Obviously waiting for something. So in order for the CIO to be able to have a seat at the table, and to be on the executive committee, you should make sure that the quote, unquote small stuff is managed. I like quote from Auguste Detoeuf. It takes one thousand times to build trust but just one time to destroy it. So they say you should be extremely attentive to service. How to do that? Of course, it is impossible to have perfect service. With attention section, it is not possible. There will always be some troubles. So how do you manage trouble? First of all, you have to understand, what is trouble. So I always advise, when a new CEO comes into a new job, to go and tour the business leader and ask them, what is good service for you? And what are you missing? For some of the business leaders, good service will be 95% reliability. For some other good service will be 99.5% reliability. For some business they've been waiting for one announcement in the application for a long time and didn't get it. When a new sale comes in, he has a lot of resources. Usually the location of resources as in a certain way, that probably corresponds to past use. When a new one comes, he has a to allocate resources and he should do two things with executive committee. The first is to state. What service it would be providing and how it will be improving this service? To make sure that expectations are set, and it should give to each individual executive community. One thinks that in his, he was expecting two, and he didn't get. To show that, he has a means to move his organization and to provide services. Then when things go wrong, it can be expected, it can be managed but it has to be professionally organized and professionally managed. When there is a crisis, make sure that you do the full analysis of why the incident occurs and you're correcting the incident. Launching a culture of continuous improvements often and solving the real issues and address and firefighting is something really important. If the business feel that a culture like that is emerging from IT and there is showcase of that then, things can go wrong. It's not an issue and as I said you, you can have time to discuss the important things and also sometimes discuss the less important things that are also critical for the business. So enjoy yourself, and put in place in your companion, a continuous improvement culture and don't forget to showcase.