Скачать или смотреть Stop-start-continue: The one question that unlocks IT-business alignment | Bob Genchi

Bob Genchi spent seven years at Gap Inc. watching their IBM outsourcing deal collapse from promising start to productivity sink—despite dashboards showing green metrics. The help desk board displayed solid call volumes, wait times, and closure rates, but users were miserable and morale tanked. That experience taught him why traditional IT measurements miss what actually matters: user sentiment and organizational trust. Now as CIO/CISO at Scale Venture Partners, he shares the "assume user" debugging method for organizational resistance and why treating every business unit head as your direct report transforms IT strategy.

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ABOUT BOB
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Bob Genchi is CIO/CISO at Scale Venture Partners, where he brings an outsider perspective to VC-backed companies scaling their IT organizations. His career includes seven years at Gap Inc. experiencing major IT transformations and outsourcing initiatives, roles at Salesforce and Exacti, and time at Couchbase. He advises portfolio companies on building IT operations that balance efficiency with employee experience, drawing from his MIS degree at Santa Clara University and hard-won lessons about what works versus what looks good in a business case.

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KEY MOMENTS
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00:00 Introduction
00:41 Bob's career journey
02:20 Gap's IBM outsourcing deal
06:04 Micro-ahas
08:34 "Assume user" debugging
11:05 Big IT vs. small IT
15:38 AI reality check
21:22 Communicating IT value
24:19 Stop-start-continue
28:39 Stakeholder needs
31:54 AI and entry-level jobs
35:25 Resources for IT leaders

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RESOURCES
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• "HOW TO FIX THE INTERNET" PODCAST BY EFF
https://www.eff.org/deeplinks/2021/06...
• "SITUATIONAL LEADERSHIP" BY KEN BLANCHARD
https://a.co/d/0fJGzyg
• BOB GENCHI'S LINKEDIN
  / bobgenchi  
• MATT PETERS' LINKEDIN
  / matt-peters-5984b5  

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ABOUT MATT
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Matt Peters is the CEO and Co-Founder of Fixify, where he's redefining the IT Help Desk for the AI era. Before founding Fixify, Matt served as Chief Product Officer at Expel, leading engineering and delivery of 24x7 security monitoring. He also held senior leadership roles at FireEye and Mandiant, where he helped pioneer some of the earliest managed detection and response services. Over the course of his career, Matt has worn many hats — software developer, network engineer, team leader, and technologist — but his focus has remained constant: building technology that empowers people rather than overwhelms them. Whether it's AI-powered service desks or next-generation IT operations, his passion is designing technology with care and craft — the kind that inspires, not alienates.

#climbingthestack #itleadership #itoperations #careeradvancement #empathy #situationalleadership #businessvalue