Download Breaking Down Silos with IT Governance 4 MB, Powerpoint

Breaking
Down
Silos
Through
IT Governance
Getting Started - Sept 2011
• PM Cohort gathered
─ Representatives from each area of our department
─ Tasked with:
•
Defining the process
•
Find a project management tool
─
Criteria
─
Potential vendors
• Individual meetings with team members
Getting Started – First Steps
• Priorities
─ All requests in central repository
─ Request details / documentation
─ Determine process / checklist
─ Time to complete a request
• Over 300 requests -a few over 10 years old
• Project management tool
Project Level
Definition
True Emergency
A client is dead in the water because of some
issue/problem and cannot serve their clients in a
timely manner.
Routine Maintenance
Bug Fix
Research
Low Level
Medium Level
High Level
Complex Level
Project Manager
Documentation Required
Team Coordinator / Development Entry in project request
Member
system. Depending on severity
of issue, this can take place
after the fact.
th
Recurring events, such as 20 day processing or fiscal Team Coordinator or designate Entry in project request system
year end processing (assuming there aren’t a lot of
new changes).
Something that is truly not working correctly, not
Team Coordinator or designate Entry in project request system
changing the way something works.
Requests to help gather information, look at
Team Coordinator or designate Entry in project request system
potential products and/or will involve no
Weekly meetings are
programming time. (Project could be labeled as high
advisable for large research
or complex.)
projects.
< 1 week of 1 resource* (plus possible SME time as Team Coordinator or designate Entry in project request system
needed)
> 1 week < 1 month
Barbara and/or Team Coordinator Project Statement Form - Short
Low Visibility
(Sections C, D and F)
Minimal draw from various management teams
some 3rd Party Installation
Barbara or Leadership Member Project Statement Form
1 month to 6 months duration
(could possibly be partially or
Would require a weekly
Medium to High Visibility
fully delegated to Team
scheduled meeting
Minimal crossing of Univ Divisions as clients possible Coordinators or other senior
staff)
most 3rd Party Installation
Barbara or Leadership Member Project Statement Form (size
> 6 months duration
might require completing state
Major crossing of University Divisions of clients
documentation)
High to Very High Visibility
Resource Management
• How much development/support time would be needed?
• Non-production time
• Made best guess estimates
• Logging actual time
─ On-going challenge
• Projections vs. Actual
Project Management Tool
• Process with modifications was working
• Determined our priorities
• Developed a rubric with required and desired criteria
• RFP
• Various demos, discussions, etc.
• Purchased TeamDynamix in Fall 2012
Where we are now
• Started simple
• Defining workflows, processes, etc.
• Evaluating and moving all existing requests
• TD used by all development/support staff
• Rolling out to clients
Future Plans
• Campus administration reporting
• Portfolio management
• All campus users interact with the system
• Roll out additional functionality
• Move help desk support?
Project, Portfolio and Service Management
Software Built for Higher Education
More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Industry Trends
TeamDynamixHE Mission
“To enable college and university IT organizations to
achieve their business objectives through products and
services that foster operational excellence and exceed
expectations”
Client Sample
Project, Portfolio and Service Management
Software Built for Higher Education
More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Industry Pain:
Budgetary Challenges
The CIO’s Environment: 1999-2012
Innovation
Budget
(Projects)
CIO
Project Demand
Business Overview
<
Budget
Budget needed to
meet demands
Project, Portfolio and Service Management
Software Built for Higher Education
More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Industry Pain:
Perceived Value Challenges
Problem 1: Stakeholders Have Limited Visibility
“I just don’t know what
they do with $10M per
year”
Stakeholders often have a limited
frame of reference and don’t
understand the full scope of IT work
Support
Services
Infrastructure
Management
Application
Management
Admin
Services
Limited Understanding
Lear
ning
Man
age
men
t
Syst
em
(LMS
)
Stud
ent
Infor
mati
on
Syst
em
(SIS)
Cont
ent
Man
age
men
t
Syst
em
(CM
S)
Facil
ities
Man
age
men
t
Syst
em
Ema
il
Cust
om
Dev
elop
men
t
Serv
ers
Net
wor
ks
Secu
rity
Tele
pho
ny
Appl
icati
on
Host
ing
A/V
Equi
pme
nt
Stud
ent
Help
desk
Facu
lty
Help
Desk
PC/
Pho
ne
Mgm
t.
Com
plia
nce
Proj
ect
Serv
ices
(PM
O)
Secu
rity
Limited Understanding
#EDU12 @TeamDynamixHE Stakeholders have limited visibility into IT, so they can’t fully understand resource and budget constraints
Problem 2: Stakeholders Find IT Difficult to Engage
“I don’t know how to request
a new report. I guess I’ll email
my friend Ken. He’ll handle it.”
Web forms
President
“I email requests to IT but never
know what happens to them. It’s
frustrating.”
Deans
Faculty
Researchers
“I need a new laptop. Who do I talk
to? It’s hard to deal with IT. It will
probably take forever to get it
anyway.”
“For an applications project I email a
word doc request. For a hosting request
I go to a web site, and for an AV need I
submit a ticket. What happens to all of
my requests, and how do I check on
their status?
Docs
Conversations
Email
Service Desk
#EDU12 @TeamDynamixHE Stakeholders are confused about HOW to engage IT, as the process often varies for different services
Project, Portfolio and Service Management
Software Built for Higher Education
More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Industry Pain:
Work Management Silos
Making Confident Management Decisions is Difficult
IT
#EDU12 Too many tracking tools and request channels necessitates massive amounts of manual reporting, making decision-making difficult
Project, Portfolio and Service Management
Software Built for Higher Education
More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Industry Pain:
Work Management Silos in a Collaborative
World
Old Work Management Paradigm: Silos
Support
Services
Admin
Systems
Infrastructure
Management
Academic Systems
.
Changing Work Management Paradigms
Support
Services
Infrastructure
Management
Admin
Systems
Academic
Systems
Project, Portfolio and Service Management
Work Requests
Work Request Fulfillment Streams
Service Catalog
Governance & Projects
Productivity
MyWork®
Email
Routing
Logic
Service Desk & Assets
TDMobile
Web Forms
TDCommunity
Web Services
Tickets
Operations & Change
Management
TDAnalysis Reporting
Web Services: Service-Oriented Architecture
Where to Begin
» Identify and prioritize key pains (Tackle these first;
Leave the rest for later)
» Identify the MINIMUM amount of information and process
required to resolve key pains
» Identify processes and tools to gather and track the
minimum required information
Example: Key Pain Statements
Pain 1:
We can’t objectively demonstrate what we are doing and
how our work benefits stakeholders. Stakeholders’
understanding of the full scope of IT’s work is poor.
Impact:
Stakeholders don’t believe IT is well managed or efficient.
Internally it is difficult to make confident decisions without
understanding the moving parts.
Example: Key Pain Statements
Pain 2:
We often accept work that we aren’t sure that we have the
capacity to complete because we have little data to help us
push back on untenable requests.
Impact:
Stakeholders don’t have faith that we will meet our
commitments. Resources are often overworked leading to
reduced quality and attrition. Requests pour in from
everywhere.
Project, Portfolio and Service Management
Software Built for Higher Education
More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Dismantling Work Request Silos:
Make IT Easy to Engage
MINIMUM Required Information-Example
» Project request inventory with required resource effort
estimates by person and skillset (future/requested
commitments)
Project, Portfolio and Service Management
Work Requests
Work Request Fulfillment Streams
Service Catalog
Governance & Projects
Productivity
MyWork®
Email
Routing
Logic
Service Desk & Assets
TDMobile
Web Forms
TDCommunity
Web Services
Tickets
Operations & Change
Management
TDAnalysis Reporting
Web Services: Service-Oriented Architecture
.
Example Service Catalog
.
Catalog Item Request Example
.
Catalog Item Request Example
.
Project, Portfolio and Service Management
Software Built for Higher Education
More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Dismantling Work Management Silos:
Understanding and Managing the Moving
Parts
Project, Portfolio and Service Management
Work Requests
Work Request Fulfillment Streams
Service Catalog
Governance & Projects
Productivity
MyWork®
Email
Routing
Logic
Service Desk & Assets
TDMobile
Web Forms
TDCommunity
Web Services
Tickets
Operations & Change
Management
TDAnalysis Reporting
Web Services: Service-Oriented Architecture
MINIMUM Required Information-Example
» Project inventory with start and end dates and basic
status (R/Y/G)
» Who is working on what, when, for about how much time
and employing which skill sets? (high level)
R/Y/G Status With Timelines
High Level Resource Allocations
Management Tools
Project, Portfolio and Service Management
Work Requests
Work Request Fulfillment Streams
Service Catalog
Governance & Projects
Productivity
MyWork®
Email
Routing
Logic
Service Desk & Assets
TDMobile
Web Forms
TDCommunity
Web Services
Tickets
Operations & Change
Management
TDAnalysis Reporting
Web Services: Service-Oriented Architecture
.
MINIMUM Required Information-Example
» What % of each resources time is consumed by
operations work? (high level allocation)
» Consider tracking and workflow tools to improve
execution (automate “hand offs”)
High Level Resource Allocations
1. Design: IT Analysts
2. Build & Test: Developers
3. Build/Deploy: Infrastructure Specialists
Project, Portfolio and Service Management
Work Requests
Work Request Fulfillment Streams
Service Catalog
Governance & Projects
Productivity
MyWork®
Email
Routing
Logic
Service Desk & Assets
TDMobile
Web Forms
TDCommunity
Web Services
Tickets
Operations & Change
Management
TDAnalysis Reporting
Web Services: Service-Oriented Architecture
.
Productivity: Work Consolidation
Project, Portfolio and Service Management
Software Built for Higher Education
More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Dismantling Leadership Communication Silos:
Telling IT’s story… the whole story
Project, Portfolio and Service Management
Work Requests
Work Request Fulfillment Streams
Service Catalog
Governance & Projects
Productivity
MyWork®
Email
Routing
Logic
Service Desk & Assets
TDMobile
Web Forms
TDCommunity
Web Services
Tickets
Operations & Change
Management
TDAnalysis Reporting
Web Services: Service-Oriented Architecture
.
Reporting Example: Stakeholder Projects
Project, Portfolio and Service Management
Software Built for Higher Education
More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Questions?
Barbara Herbert, PSU
[email protected]
Andrew Graf, TeamDynamix
[email protected]