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Delivering Value: Transform Your IT Department

with Service Management


Werner Gade Ed Murphy
University of Wisconsin Colleges and University of Wisconsin-Extension

Our Story
Strategy: move up the IT value curve
Situation

o
o

Projects vs Operations
Technology focused

Problem
o
o
o
o

Project starvation
Lack of service orientation
Low IT value perception
Tossing tickets

IT Value Curve
Competencies
Change Advocacy
Strategic Planning

Transformative

Thought Leader
Performance Indicators

Competencies
Business Enterprise K nowledge
Building Relationships
Developing Others
Emotional Intelligence
Empowering Others

Competencies
Analytical Thinking
Business P rocess K nowledge
Communicating for Results
Process Orientation
Project M anagement
Openness to Learning

Competencies
Accountability
Initiative
IS K nowledge
Problem Solving
Teamwork
Thoroughness

Important

Transactional
Performance Indicators

Specialists
Consistency
Efficiency
Process
Response
Reliability
Standardization

Alliances
Innovation
Leadership
Partnerships

Advisory
Performance Indicators

Analysis
Assessment, Measurement, &
Benchmarking
Business & Information Architecture

Consultative
Performance Indicators
Business Smarts
Communication
Project Management
Relationship Management

Versalists

University of Georgia CIO, Dr. Timothy Chesters Value Curve


Taken from an article written by D avid Nagel in the October 4, 2011 v ersion of I T Campus Technology Magazine

How we began

Traditional IT
Help Desk
Applications
Development
Technical
Operations

Vida Dimovska

UW Colleges and Extension


CIO

Central Information Technology Services

Admin Assistant

Director of Technical
Operations

Learning
Technologies

Windows
Admin

Network
Administrator

Data Center Mgmt


Linux
Admin

Web Admin

Security

Director of Application
Development

Service Desk

Apps Dev

DBA

Middleware

PeopleSoft

Web Dev

Project
Management

Your Situation Today

Use the index cards in front of you to answer the questions.


Green = I agree, Red = I disagree

1. Our IT department looks a lot like that last slide.


2. It is hard to finish IT projects.
3. Our IT department devotes more resources
(time/money/people) to operations than to projects.
4. IT projects (internal) are always at the bottom of the list.

How we changed

Align along services, not technologies


Create a dedicated projects team
Create new Business Analyst/Project Manager role

UW Colleges and Extension


Central Information Technology Services

CIO

Director Service Delivery

IT Service Manager

IT Service Manager

Office Assistant

IT Service Manager

- Account & Identity Management


- Desktop Support
- Information Security

- Hosting
- Messaging and Collaboration
- Network Management

- Application Management
- Learning Technology
- Media Services

Service Desk
Linux
PeopleSoft

Network Management
Windows Admin
Web Developer
DBA

Instructional Designer
PeopleSoft
Web Developer
D2L Admin
Linux

Director Service Success & Projects


Chief Information Security Officer

Business Analysis
- CRM

Project Management
- Methodology
- Execution
- External Resource
Coordination
Information Security
Strategy
BA/PM
Application Developer
DBA
Linux
Procurement
Asset Management
PeopleSoft
Web Developer
Network Admin

Your Situation Tomorrow

Use the worksheet at your table


List your services
Draw a prototype of a service oriented organization chart

The Next Iteration

Balance between incidents & projects


Increase project resources
Include internal projects
Move architecture responsibilities

UW Colleges and Extension


Central Information Technology Services

CIO

Director Service Delivery

- Account & Identity Management


- Application Management
- Desktop Support
- Hosting
- Information Security

IT Service Manager

- Learning Technology
- Media Services
- Messaging and Collaboration
- Network Management

IT Service Manager

Service Delivery Team


Responsible for support of all services through
Issue Resolution and Service Request processing

Director Service Success & Projects


Chief Information Security Officer

Office Assistant

Business Analysis &


Data Services

Project Management
Process Development,
Implementation, and
Execution &
Business Analysis
PM/BA

Instructional Designer
D2L Admin
Linux
DBA
PeopleSoft
Web Developer

Service Desk
Application Developer
Network Admin
Linux
Windows Admin

IT Service Success &


Projects Manager

Architectural Design,
Strategy, and
Implementation

Procurement
Asset Management
PeopleSoft
Web Developer
Network Admin
System Admin

What We Learned

Hits
o Project methodology
o Project execution

Misses
o

Business partner confusion

Do not underestimate culture


o

Staff adoption of new module

Applied Lessons
1. Take our lessons and apply them to your new organization.
Discuss the following at your table.

1. Does what we learned apply to your


situation?
2. What other lessons do you foresee on your
campus?
2. Pick one from each table to share with the room

Help Us Improve and Grow


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