2022 TBM Council Award Winner:

TBM Pacesetter

How Transport for NSW Completed the Largest Merger of TBM Practices and Tools Within 6 Months


Executive Summary

Transport adopted TBM practices and tools within two separate agencies: Roads and Maritime Services (RMS) and Transport for New South Wales (Transport), between 2018 and 2020. Each was managed and governed by different teams and with varying completion timelines.

After the merger between RMS and Transport was announced in 2019, a strategic decision was taken to consolidate the TBM data, reports, and models into a single TBM practice. Transport started by bringing together talented team members to manage the TBM Taxonomy and the tools that drive automation, the new processes, and increased efficiencies in their show-back and recharge process. Remarkably, Transport for NSW’s TBM team completed the implementation within six months and has since been recognized as the largest merger of practices and tools in the Asia-Pacific region.

Transport is an innovative state government agency in New South Wales (NSW), Australia, with a vision that puts people, places, and economic prosperity at the center of its decision-making.

Transport provides services to approximately eight million residents of NSW, enables 800,000 businesses, and supports the annual movement of over 500 million tons of freight. Across the state, Transport employs more than 29,000 talented people who contribute to the agency’s net revenue of over AU$4 billion. Technology is vital in shaping NSW’s cities, centers, and communities for future generations as Transport invests AU$76 billion in Australia’s largest transportation infrastructure program.

The Challenge

Between 2018 and 2020, Transport for NSW implemented and adopted TBM practices and tools across two separate agencies: RMS and Transport. Since the implementation was across two independent agencies, each adoption was governed and managed by different teams and timelines. Following the announcement of the merger of RMS and Transport, a strategic decision was made to consolidate the TBM capability across both agencies and centralize all TBM data, reports, and models into a single platform. With disparate allocation methodologies, data structures, and business processes, the team faced the challenges of merging two cultures and ways of working into a unified strategy.

Establishing the Solution

To manage the vast and complex IT services, Transport remained steadfast in running technology like a business through TBM’s practices, principles, and tools.

Starting with the TBM Taxonomy, Transport aligned its service catalog to the taxonomy’s service layer, providing transparency into consumption and unit prices. As trust grew, the team became a one-stop shop for their customers to gain insights into their consumption and strategic decisions, such as vendor selection. The rapid TBM maturity at Transport was achieved by bringing together talented team members, implementing tools that drive automation, and establishing processes that increase efficiency in their show-back and recharge process.

The Result

After conducting the initial analysis of both TBM models, the team discovered they needed to start over. None of the previous implementations could be used as a starting point due to the vast differences in how the two agencies operated.

Completing the Largest Asia-Pacific Merger of Practices and Tools Within 6 Months

Transport’s TBM team completed the ApptioOne Plus implementation within six months — the largest merger of practices and tools in the Asia-Pacific region.

The team defined unified rules for the combined Transport IT users by conducting workshops to understand business rules and requirements. The group hosted a series of collaborative discussions with system and data owners to work through more than 300 user-uploaded data sets between the merging agencies.

Transport attributes its accelerated TBM success to several internal and external factors.

Internally, the support from the senior leadership teams was crucial for the implementation. With the help of Transport executives, the TBM team and partnering stakeholders were given the flexibility and focus on expediting the merging of the systems and agencies.

The experience of the respective TBM teams was another major contributor to Transport’s rapid success. The members of the merged TBM team brought a breadth of TBM experience and quickly understood the business rules for both agencies. This allowed them to generate innovative approaches to resolving conflicting business rules or competing model priorities while leveraging the TBM Taxonomy. Additionally, working with a TBM Advisor provided the needed support to answer critical questions throughout the implementation and, more importantly, held the TBM team accountable for making progress between each advisory session.

Identifying Opportunities and Driving Behavioral Change with the TBM Taxonomy

Adopting the TBM Taxonomy made it easier for Transport to classify and understand IT cost. The common language provided by the Taxonomy helped to associate spend with operational metrics and business objectives. With this visibility, the TBM team can identify duplicate, unused, or retired services. For example, by adopting the merged TBM practice, they delivered a 25 percent reduction of orphaned and duplicate devices within their Telco services. With TBM, they view all IT services in one unified view.

Leveraging the transparency created by TBM, Transport is now spending more time having data-driven conversations with consumers based on automated insights to drive meaningful outcomes through data and partnerships. For example, the TBM team now partners with their centralized cloud team and individual cloud account owners and has caused two fundamental changes that will be fully operationalized in FY24. First, the TBM team aligned with FinOps practices to mandate cloud application tagging for better traceability. Secondly, they uplifted the cloud budget management process by adopting a recharge model that better aligns with consumption. Now, consuming businesses are required to seek additional funding when their material overspends. Before TBM, teams worked in silos, but this collaboration allowed them to achieve significant annual run rate savings.

Furthermore, using the TBM Taxonomy helped connect each IT service to Transport’s three key strategic outcomes: connecting a customer’s whole life, successful places for communities, and enabling economic activity. The TBM practice has helped conversations between technology, finance, and business partners by underpinning these outcomes with the services provided by IT and the supporting critical technology systems. As a result, there have been several behavior changes that have come post-TBM implementation. Stakeholders now understand the significance of TBM and are taking action to support the practice by prioritizing data cleanup and alignment to the agreed-upon taxonomy.


As the 2022 TBM Council’s TBM Pacesetter Award winner, Transport provided recommendations for achieving accelerated TBM success.

The team emphasized the importance of executive sponsorship, which significantly impacted Transport’s TBM success. Poonam Kataria, Senior Manager of TBM, shared, “The foremost requirement is to get the right level of support from your leadership team from the start. We strongly believe that success in TBM space comes by [leadership] setting the right culture in the organization.”

Transport’s story highlights the impact collaboration and culture have on TBM maturity. Utilizing the TBM Taxonomy to align the merging IT estates and senior leadership’s commitment to driving cultural change, Transport’s TBM team has delivered more broadly a vital capability for technology and the agency.

To become a TBM Council member, please apply. If you would like more information about the TBM Council Awards, or this story, please contact us.

25,000 (based on 2022 YE )
New South Wales, Australia
AU$28.8B (based on 2022 YE accounts)
TBM Solutions:
  • ApptioOne Plus™
  • ApptioOne Benchmarking™
  • ApptioOne Billing™
  • Apptio Cloudability™
  • Vendor Insights™
TBM Benefits:
  • Merged two separate agencies, and their respective TBM practices and tools within six months
  • Fully integrated 27 IT services into the recharge process within six months
  • Replaced 64% of legacy hosting sites with more cost-effective sites
  • Reduced non-standard and unused devices by 16%
  • Increased trust in IT as customers appreciate the transparency of their consumption and charge against their services
  • Provide on-demand information to customers via self-service reports

The foremost requirement is to get the right level of support from your leadership team from the start. We strongly believe that success in TBM space comes by [leadership] setting the right culture in the organization.

TBM Pacesetter

The winner in this category has demonstrated significant progress and value with TBM in a relatively short period of time. The winner demonstrates the ability to drive organizational changes of mindset and accountability for outcomes while implementing or enhancing TBM tools, data and processes. Value may be expressed in terms of reducing technology and/or business costs, accelerating or investing more in innovation, enabling the adoption of agile methodologies or public cloud services, or other goals that are important to the business.

2022 Finalists:

  • Automatic Data Processing, Inc.
  • National Grid Plc
  • Origin Energy
  • Transport for NSW

Join Origin Energy’s Adrian Thivy, GM, Enterprise Technology Services, as he shares how TBM is creating complete confidence in their spend-to-value ratios across IT and the broader company, allowing a rapid response to the market forces driving significant pressure on the “cost to serve” customers. A finalist for the 2022 TBM Council Award for TBM Pacesetter, hear how their TBM practice was built in record time, including lessons learned as they developed business capabilities and managed a significant cloud migration and transformation.  

Session topics will include:  

  • Establishing a clear purpose and common goals that drive cross-functional understanding
  • Utilizing an adaptative governance framework to ensure accountability across all stakeholders 
  • Leveraging TBM and ServiceNow CSDM to deliver a transparent, flexible, and sustainable model in a shorter time frame
  • How bespoke logic has dramatically improved transparency of cost more than 90%

Presented by:

  • Adrian Thivy, GM, Enterprise Technology Services, Origin Energy 

Many organizations aspire for a cloud-native posture, however few have the time, resources and budget to transform into 100% public cloud operations. Equifax has broken through those barriers to modernize its infrastructure globally — driving faster innovation for customers, more business agility, and stronger cybersecurity. Hear from Manav Doshi, GM, Technology Solutions on how the Equifax team is rebuilding a century-old company, with a real-time approach to optimizing cost and revenue growth in the cloud.


Presented by:

  • Manav Doshi, GM, Technology Solutions, Equifax 

Transport for NSW is the winner of the 2022 TBM Council Award for TBM Pacesetter, which recognizes significant progress and value with TBM in a relatively short period of time. In this session, hear how the merger of Roads and Maritime Services (RMS) and Transport for New South Wales resulted in the fastest consolidation of TBM data, models, and reports into a single TBM practice. Hear from Poonam Kataria, Sr. Manager of TBM, as she shares how TBM is driving Transport’s three key strategic outcomes: connecting a customer’s whole life; successful places for communities; and enabling economic activity.

Session topics will include: 

  • Utilizing the TBM Taxonomy to align M&A practices and drive behavioural change 
  • How the right level of support sets the right culture and TBM processes
  • Driving change in the organization based on data-driven facts

Presented by: 

  • Poonam Kataria, Sr. Manager, TBM, Transport for NSW 

Discuss how TBM supports visibility of investments across the enterprise to support setting best practices and standards for managing the impact of environmental, societal, and governance strategies by IT departments and organizations.

The TBM Council Standards Committee has built out TBM integration models with other IT disciplines, including Enterprise Agile and Product Thinking, as well as ServiceNow CSDM. Current findings will be shared to drive group discussion, experience, and feedback. 

Public cloud strategies are often embraced for the promise of rapid scalability, on-demand agility, and best-in-class security, resiliency, and features. However, public cloud adoption presents significant financial challenges that, when not addressed, inhibit any firm’s ability to exploit the promises of public cloud.  

To address these challenges, customers need to simultaneously resolve current inefficiencies and build capability to ensure avoidance of waste in the long term.  

In this session we discuss a detailed framework combining TBM-Cloud with FinOps, allowing customers to understand how to implement a program to overcome these challenges and financially succeed in the cloud. 

Session discussion topics include: 

  • A detailed view of the activities required to implement a TBM-Cloud with FinOps Journey 
  • Detail the flow of information required for each task 
  • Provide guidance on which activities should be performed when


Presented by:

  • Nathan Besh, TBM-Cloud Evangelist, TBM Council 

Project to Product Transition

Outcome-focused development via agile transformation

For organizations looking to transition from projects to products, TBM can help organize resources and outcomes into value streams – the specific sets of activities that align to business outcomes.

Accelerating Cloud Adoption

Drive measurable outcomes with your cloud strategy

For organizations trying to accelerate their cloud journey, TBM provides a way to map a plan and measure the outcomes from cloud migration to cloud cost management to cloud optimization.

Morning Sessions

A look back at 10 years of TBM leadership and community building.


  • Ashley Pettit, SVP & CIO, State Farm Insurance

Introduced more than 10 years ago, Technology Business Management (TBM) was born out of the need for CIOs to have a management system to drive their technology operating strategy. At its core, the TBM discipline gives visibility into technology spend to provide common ground and enable a collaborative partnership across teams for prioritizing resources and achieving business outcomes. In this session, the TBM Council Standards Committee Chair, Atticus Tyson will share how over the past few years TBM has evolved to ensure leaders are able to accelerate digital initiatives, embrace the cloud, and communicate today’s complex technology landscape. TBM enables organizations to frequently and quickly evaluate projects, platforms, and investments to address the needs of the modern enterprise.


  • Atticus Tysen, SVP Product Development, Chief Information Security & Fraud Prevention Officer, Intuit

Atticus Tyson and Phil Alfano will guide the group through an executive discussion to capture “What is digital success to you?”. Is it how your organization creates new business capabilities? The elimination of legacy processes and systems? Funding innovation? Or all of the above as long as it drives an improved customer experience? Discuss with your table mates, as an overall group, and capture learnings and takeaways to bring back to your own team.


  • Atticus Tyson, SVP Product Development, Chief Information Security & Fraud Prevention Officer, Intuit
  • Phil Alfano, Field CTO, Apptio

How does a 170-year-old financial institution deliver a new, fully modernized technology strategy while supporting 24×7 service to their customers across a multitude of platforms, including point-of-sale, mobile, and web services? Mike Brady, Nicole Holmes, and Chad Schmidt will share how at Wells Fargo, they are creating a Technology Infrastructure team founded in the TBM discipline and responsible for aligning with internal partners to adopt an automation first approach for accelerating the delivery of services and deploying enhancements at speed. All while remaining compliant, secure, and agile.


  • Mike Brady, EVP, Technology Infrastructure, Wells Fargo
  • Nicole Holmes, EVP, CFO for Technology, Wells Fargo
  • Chad Schmidt, SVP, Technology Finance Modernization, Wells Fargo

It’s been two years since the World Health Organization declared Covid-19 a global pandemic. To re-imagine employee and customer experiences, every company was forced to speed up their shift to digital from multi-year project plans to instead creating, executing, and delivering new business models in a matter of weeks. As we emerge from this crisis, we recognize this shift is not slowing down but exponentially increasing as businesses continue to respond to societal expectations of anytime, anywhere. In this session, Sunny Gupta will share how the companies best positioned to quickly respond to changing market conditions and hyper competition have a holistic view of their technology spend so they can be agile in their investment decisions, use the cloud as a competitive advantage, and align their resources to product delivery models and continuously measure value.


  • Sunny Gupta, Co-Founder & CEO, Apptio

Afternoon Sessions

Spinning up a cloud-native posture is a desired strategy for many organizations, however few have the time, resources, and budget to achieve 100% public cloud operations. In 2018, Equifax set a 5-year goal to achieve this, striving to provide their customers with faster innovation, more flexible business agility, and stronger cybersecurity. Hear from RJ Hazra, SVP & CFO, Technology on the lessons and successes the Equifax team has found along their journey, and what remains as they cross into their final year of their company-wide digital transformation.


  • RJ Hazra, SVP & CFO, Technology & Security, Equifax

The cloud is a significant shift in computing and companies need to get maximum value from it. FinOps is the evolving cloud financial management practice that empowers organizations to track and maximize cloud spend and enable tech, finance, and business teams to collaborate on data-driven spending decisions. In this talk, J.R. Storment, Executive Director of the FinOps Foundation will explore the intersection between TBM and the FinOps practice and the benefits achieved. Session discussion topics include: 

  • Creating a culture of ownership over cloud usage and spend
  • The most important challenges to tackle for delivering products faster while gaining financial control and predictability
  • FinOps organization structures in large and small organizations from the State of FinOps 2022 report



    • J.R. Storment, Executive Director, FinOps Foundation

In this engaging conversation, executive leaders will share both the challenges and best practices realized on their journey to embrace product-based innovation.

Session discussion topics include:

  • Achieving results as you shift from a projects-to-products innovation model
  • Maximizing CIO/CFO partnerships in this new paradigm
  • Building your innovation strategy around value streams, stable teams, and a high degree of customer centricity


  • John Wilson, VP, IT Costing & Performance Management, MetLife
  • Kaarina Bourquin, Director, Strategy & Portfolio Operations & Technology, The Standard
  • Moderated by Toyan Espeut, Chief Customer Officer, Apptio

Session abstract coming soon


    • Brendan Kinkade, VP, Build ISV, Technology & Hybrid Cloud, IBM
    • Moderated by Phil Alfano, Field CTO, Apptio Foundation

TBM empowers hundreds of decision makers with the facts they need to execute a digital strategy faster, without bias, and in alignment across business units. This includes technology consumers, service and application owners, LOB CIOs, enterprise PMOs, compliance leaders, budget coordinators, and many more. What are the fundamentals of developing and executing a successful TBM practice? In this session, experienced practitioners will share the lessons and foundations they’ve learned delivering business value for their organizations with TBM.

Session discussion topics include:

  • Fundamentals of proper support and sponsorship across key stakeholders
  • Demonstrating how and why TBM is core to strategy and a digital operating model
  • Developing, educating, and enabling your core team
  • Implementing or enhancing the necessary TBM processes


    • Jeri Koester, CIO, Marshfield Clinic Health System
    • Latrise Brissett, Managing Director, Global IT, Accenture
    • Leslie Scott, VP & CIO, IT Enterprise Services, Stanley Black & Decker
    • Moderated by Jason Byrd, Managing Director, Technology Strategy & Advisory, Accenture