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Information Technology Group

Our Information Technology Group (ITG) and our IT professionals have a genuine passion for producing effective and meaningful solutions for members and internal employees. We look for ways to add value to CEB operations through analyzing, implementing, and supporting process improvements and technology solutions. The groups that make up ITG are as follows:

Office of the CIO

The Office of the CIO melds the strategic direction of each group into an overarching purpose for ITG. The Office of the CIO aligns the ITG Strategic objectives with the corporate objectives and directives from the IT Steering Committee. Additionally, the Office of the CIO serves as a central authority for managing procurement, budgets, talent acquisition, and compliance.

Business Integration Training and Solutions (BITS)

By listening to challenges voiced among our colleagues and proactively managing our firmwide products, the BITS team partners with our colleagues, both in ITG and across the firm, to enable business processes, using technology where appropriate. We ensure that CEB is focused on the right technology projects at the right time to drive value and business growth. BITS cultivates strong relationships with the line so that interacting with ITG is easy, seamless, and always a high value-add activity.

Project Management Office (PMO)

The PMO is dedicated to providing structure and leadership to technology-related projects at CEB. In partnership with the project sponsor, we guide each project by setting clear milestones, ensuring compliance, conducting formal checkpoint reviews, and communicating effectively throughout the project life cycle.

Applications Development (Apps Dev)

The Apps Dev team provides technical guidance for incoming project requests and develops software solutions for projects that are high-quality, efficient, user-friendly, scalable, and secure.

Infrastructure Planning and Security (IPS)

The IPS team is committed to the development of forward-thinking infrastructure strategies dealing with the current demand and future developments in support of our firm’s strategic objectives. We provide overall technical and strategic guidance on Infrastructure and Security initiatives.

Information Technology Operations (IT Ops)

IT Ops' goal is to provide high-quality systems administration and computer operations support for the CEB’s day-to-day business activities. We proactively monitor and analyze our enterprise systems in order to effectively communicate essential information regarding those systems to the firm.

A Day in the Life of a Desktop Support (DST)

Analyst 90% of our tasks are prioritized via our ticketing system. Our "clients," as what ITG refers to all CEB staff, submit tickets regarding technical issues or questions. They are then forwarded to a DST Analyst to resolve the issue as soon as possible. After our daily 15-minute pull ups, where we find out what everyone has planned for the day, we check our queue for pending tickets and begin working to resolve these issues. We have about 1,500 clients, and we see, on average, 200 tickets per day. Issues can cause frustration and loss of productivity which is why ITG’s number-one priority is customer service. “Excellence Enabling Excellence (E3)” is the cornerstone of our service ethics and our way to work efficiently and provide the highest level of service possible to our clients.

Some of us are assigned to a specific building during the week, where we troubleshoot tickets from clients in that building or those that require “in person” attention. The others are stationed in our “Blue Room” where we handle issues that can be resolved remotely or tickets from a client who is working remote.

Occasionally we get “fires” (issues that arise without warning). We handle those with poise, letting the client know we have the situation under control and we will resolve it as soon as possible.

Another exciting aspect of a DST Analyst is that we are able to conduct training classes for the new CEB staff members. During these classes, we educate the new staff on the CEB IT systems (how to access their e-mail, how to access our network remotely, etc). This gives us an opportunity to step away from working with tickets and build on our presentation skills. It’s also a great way to meet incoming CEB staff members.

Every Wednesday morning, we have our DST team meeting. During our team meetings, we discuss issues such as pending tickets requiring more assistance to resolve, the status of our assigned projects, and announcements our manager may need to discuss. The meetings last about an hour and are often conducted in an open forum format.

Thursday, status reports are due. We prepare and turn in our weekly status reports to our manager. Our status reports give a synopsis of what's been accomplished during the week, including any project updates. Friday rolls around and is usually less hectic for a DST Analyst. Since it’s the last day of the week, ticket submissions die down a little and allow us to work on project-related issues.

When it’s all said and done, we have completed yet another successful day in ITG.

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