September 2017ENTERPRISE SECURITY| | 9are evaluating now is seeing how AI can improve our Service Desk resolution times, more specifically chatbots. While we currently offer many ways to get assistance from the Service Desk, we know that leveraging AI could improve first-contact resolution times, which frees up technical staff and improves our customer service.5) There are several technology trends which you perhaps would be observing (big data, social media, mobile, cloud, IoT). Can you share with us 1-2 trends that will have a significant impact on your enterprise business environment and your industry?Several trends that were mentioned here are all part or will be part of our strategy. Currently, the focus has been on our data mining strategy with improving our population's health. However, there have been some efforts to engage our patients in their own healthcare by using our mobile app. Additionally, as we replace, upgrade, or integrate the various applications we support, there has been a shift to move some of these to the cloud. While all of this is important and certainly keeps the environment constantly moving and evolving, we always ensure that this work and these systems fall in line with our security strategy. With the advent of advanced malware and bots, we have had to be more aggressive and develop a multilayered security strategy that includes AI.6) Can you illustrate how technology is revolutionizing than ever thought before in 1-2 business segments in your work environment and is so critical for your business to succeed?I can recall not so long ago where hospitals, clinics, and medical providers were using paper charts to take care of their patients. While electronic medical records have been around for 20 years, it was just in the last seven years where you were seeing a noticeable impact on patient care. In my assessment, the Healthcare industry has always lagged behind in technology. However, I truly believe the next few years will prove enormous advancements for the Healthcare industry. We are seeing the effects of all of this digital "disruption" and the customers (patients) are fueling this by forcing businesses to change or lose market share.7) How is the role of IT changing at your company, and, with it, your role as CIO/CXO?In the last five years, the role of a CIO has changed dramatically. In fact, if you still think like the typical CIO of days gone past, your business will succumb to your competition or could create a resume-generating event for you. CIOs have to be forward thinkers and find ways to help the business catapult their strategy. True innovators are now considered CDOs or Chief Digital Officers. I believe the title "CIO" may become a thing of the past.8) What is the best example of IT's new role at your company? Can you share on some of the things you have done in driving process transformation efforts­while tuning and elevating IT's relationship with the business.The big buzzwords around new IT roles in the industry are Chief Digital Officer or IT/Business Innovation Leader. These are becoming more prevalent and recognized across the technology industry. For us specifically, it was the development of a CSO/CISO due to the increased security threats and breaches that have been targeting Healthcare in the last couple of years. Additionally, we as a technology team consider ourselves as "Solution Providers". As an example, our Service Desk is actually called the "Solutions Desk". This empowers our team to think and acts like a true solution provider, and the name gives a positive spin to our customers.9) When it comes to security, how significant is the role of a CIO/CXO or CISO as an ombudsman between IT and business? As security issues gradually start demanding full-time attention, do you think that it is time to hand over security completely to a CSO?With the advent of more sophisticated and aggressive malware, viruses, bots, and fraud, the role of a CIO and CISO has become more significant, yet more scrutinized. In some instances or organizations, this role has changed somewhat and may, in fact,have to follow some governance or compliance protocols to truly ensure a clean or non-biased outcome for a particular security incident. Depending on the size, structure, and complexity of your organization security may completely be handed over to the CISO. However, with the introduction of some great SIEM tools, leveraging AI can truly allow more bandwidth for the CIO or CISO.10) A final question, what's your advice to a CIO/CXO starting out in your industry?Learn your customers' business like they know it, and eliminate their pain points. Building solid relationships from day one will help gain support for your technology initiatives down the road. Having the right relationships will allow you to select a strong ally and champion for these technology initiatives. ESBrian Thomas
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