This document outlines strategies an IT department implemented to address challenges from senior leadership. It consolidated fragmented IT services, established a single service desk, adopted a team-based support model, separated project and operational work, and instituted governance processes. These changes improved customer service, increased credibility, prioritized innovation, fostered a new culture, and created a more process-driven organization.

1. IT Service Management
Overview
Leo de Sousa
April 25, 2011
Leo de Sousa - 2011

2. VP’s Challenges to IT Services
• Increase the credibility of IT Services
• Improve the quality of customer service
• Establish an innovation mandate
• Establish a new culture
• Become a process based organization
Leo de Sousa - 2011

3. Strategies for Addressing the VP’s
Challenges
• Consolidation IT Services and Support
• One Channel to Request Services
• Building a Team Based Support Model
• Tackling Project Backlogs
• Technology Planning and IT Governance
Leo de Sousa - 2011

4. Splintered Services (pre 2007)
Director
Administrative
Services
Manager
Associate Director Manager Manager
Associate Director Technical
Information Services Client and Desktop Academic Computing
Web Services Infrastructure
And Strategy Services Services
Services
Manager
Enterprise Application
Application Application
Server Application
Desktop Desktop
Server Server
Services
Development Development
Management Development
Management Management Management
Leo de Sousa - 2011

5. Consolidated Services – Jan 2007
Director
Administrative
Services
Web Services, Information, IT Services
Client
Innovation & Infrastructure & Transitional
Services
Research Strategic Practices Management
Web Services Service Desk Business Technical & Strategic Practices
Innovation Core Desktop Application Infrastructure BA, BC/DR, EA,
Research Desktop
Specialty Services Application
Services Server
Services PM, Security
Management Development Management
Leo de Sousa - 2011

6. One Channel to Request Services
• Executive Committee
IT Governance Team • Strategic, transformative with Broad impact
Service Desk • Requires a needs Business Case
- service IT Services –
requests architecture
• Pan Institute Mgmt group
refresh Business Application • Rank small & medium projects based on
published criteria
Advisory Committee • Requires a Project Charter document
ITS Liaisons
–
department • IT Services Management Team
IT Services Core • Deliver Core IT Services
requests Delivery •Resourced by 85% existing staff
•Opportunity and tight timeline based
Recommend • Client Funded
Alternate Delivery • Little or no IT Services resources
BA/SA Triage – work gets No – this will not be • Not Aligned to Strategy
• Not meeting EA Guiding Principles
directed to these options done • No budget or staffing
Leo de Sousa - 2011

7. Building a Team Based Support Model
• Banner Support (pre 2009)
– Developers located in HR, Finance and Registrar’s
Office, Fin Aid as well as central IT Services
– Silo’d support, no coverage, succession planning
risks, inconsistent standards
• Banner Support (post 2009)
– All developers consolidated into IT Services
– Introduced team based approach – all devs, work
on all modules – consistent
coverage, methodology, succession plan and
unified support
Leo de Sousa - 2011

8. Tackling Project Backlogs – Duty
Analyst
• Pre 2008
– Large list of project backlogs
– Client community unhappy with IT’s ability to complete projects
(over budget, over time, under scope)
• Post 2008
– Introduced IT Governance for projects – focus work on what is
important
– Introduced Duty Analyst role to separate operational work from
project work
– 1.5 FTE devs out of 6 FTE look after operations allowing 4.5 FTE
to work on projects – projects now get done and clients are
happy
– Rotation into duty analyst role every 6 months
– Builds cross training, team based support and broader skills to
support all of Banner
Leo de Sousa - 2011

9. Answers to VP’s Challenges to IT
Services
• Increase the credibility of IT Services – separate ops from projects –
duty analyst
• Improve the quality of customer service – one channel for all IT
requests
• Establish an innovation mandate – project focus and IT governance
• Establish a new culture – client service focus using consolidated
resources
• Become a process based organization – standard approach to
service management, operational support and project delivery
Leo de Sousa - 2011