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IT Service Strategy & Mngt for OU

  1. DELIVERING THE OU EXPERIENCE OU IT Brand Deployment and Services Management Chris Jones, Dana Saliba, and Nick Key
  2. Agenda Scoping the Challenge Execution and Next Steps • The Big Picture • ITIL, sort of… • Building a Brand • Design, Transition, and • Translating Brand to IT Execution Services Management • What’s next? – The 4 P’s – Brand Creation and – Governing Principles Deployment – Service Portfolio – Shared Services – The “Offer” Collaboration
  3. Scoping the Challenge • Processes • Procedures • Contacts SERVICES MANAGEMENT • Resources • Teamwork
  4. The Big Picture // Strategy Drivers External Private Drivers Cloud Community Experience One OU IT Loretta’s Priorities Leadership Collaboration
  5. The Big Picture // Future State Brand Private Services Cloud Management Culture Unifying the organization around Change Delivering the OU Experience, S2 and Community Experience. not just technology services.
  6. Building a Brand INTERNAL EXTERNAL BRAND VISION BRAND IDENTITY FIXED Who are we? What is our commitment Who do we want to be? to the OU community? BRAND DELIVERY BRAND POSITION VARIABLE How will our customers How do we align our perceive us and why will offerings with our vision? they use us?
  7. Brand Vision // Who we are • Three primary tenets: – Unified organization – Customer-centric – Enhancing the OU Experience • We are one OU IT – an outstanding organization of IT Professionals that put the OU community first and contribute to the OU experience through community engagement, shared services, and stewardship.
  8. Brand Identity // Commitment • OU IT’s commits to • When we communicate consistently excellent: or interact with the OU – Customer Engagement community we will be – Personal Interactions engaging, personal, resp – Helpful Services onsible, and helpful. – Stewardship • Customers should • Brand Identity expect a consistently – Tagline excellent experience – Colors, Fonts, Design across all OU IT services standards, Web site and campus locations.
  9. Brand Identity // Commitment • These strategies should • Customer Engagement: yield an even deeper Repeated interactions level of LOCALIZED that strengthen the support and experience psychological, through consistent emotional, and physical customer engagement. investment a customer • NOT eliminating local has in a brand. relationships and • Customer engagement service delivery. will drive the localized experience.
  10. Brand Position // Perception • Employee attitudes and • We want our customers customer interactions to call us: are the greatest – Thought Leaders indicator of success to – Passionate/Meaningful our customers. – Creative/Fun • Every day we will strive – Experts to communicate these – Solutions Oriented perceptions without – Trustworthy/Transparent explicitly announcing, – Proactive/Intentional “This is how we want – Flexible you to see us.”
  11. Brand Delivery // ITSM • Mission Statement • IT Service Management (ITSM) – Understanding and managing an IT organization focused on the delivery of business value (OU Experience!) through IT Services. • ITIL (v.3 and 2011 Update) framework – Guide and inform our understanding and development of IT shared services.
  12. Brand Delivery // ITSM • ITSM delivers Community Experience – Through interaction between a purpose-built private cloud infrastructure, a new IT identity and way of working, and formalized services management maturity. – And results in a definite and sustainable change in IT culture to fully embrace shared services.
  13. IT SERVICES MANAGEMENT OU IT Services Strategy Framework Chris Jones, Dana Saliba, and Nick Key
  14. ITSM Lifecycle (ITIL v.3)
  15. Services Definition Business Analysis Business Services Technical Services • Desired Results? Hosted Oracle instance Oracle • Business drivers? • Audience? Hosted SQL instance SQL • YOUR customers? Hosted SharePoint instance SharePoint • Access requirements? • Compliance needs? Document Collaboration SharePoint • Success Factors? Hosted virtual server(s) Virtual Server infrastructure • Cost/Value? • Timeline? VC end-points Videoconferencing Network n/a DHCP/DNS IP addressing File Sync Designed by Designed by S2 Community Experience Applications
  16. The 4 P’s: Perspective Distinctive posture governing service delivery Unified OU IT • OU IT’s Perspective: Delivering IT Services that enhance the OU Experience across all 3 campuses. Customer Centric OU Experience
  17. The 4 P’s: Position What we want customers to say about our services • Intentional/Relevant • “This helps me do X.” • Meaningful • “I can see the value of this.” • Flexible/Accessible • “Very easy to use.” • Transparent/Consistent • “I trust this service.” • Creative/Experiential • “How cool/fun/engaging!” • Adaptable • “This is a flexible tool.” • Proactive • “I didn’t have to ask.” OUR ACTIONS DELIVER PERCEPTION TO CUSTOMERS
  18. The 4 P’s: Plan How we develop valuable and meaningful services Customer Engagement Service Value And Goals Strategy Design Transition Operations Meaningful Interactions
  19. The 4 P’s: PATTERN Maintaining consistency in decisions and action • Service Governance • User Experience – Delivering services, not just – Placing priority on our technologies customers’ needs, wants and • Measurement feelings – Capturing and reporting data • Knowledge Dev. for decision-making – Creating and capturing • Communication Plans organizational knowledge that leads to shared wisdom – Ensuring delivery of consistent, proactive and • Additional Patterns as effective messaging Shared Services evolves
  20. SERVICE PRINCIPLES OU IT Believes that Meaningful Technology Services… • Feature consistent and • Employ a single, EASY TO USE UX/UI. comprehensive IDENTITY • Deliver ACCESSIBILITY for for authentication. users of all capabilities. • AUTOMATE as many • Operate at the “SPEED interactions as possible. OF BUSINESS” • Meet CUSTOMER NEEDS • Ensure AVAILABILITY during before meeting IT needs. critical business windows. • Offer an affordable cost • Are SUSTAINABLE model with RIGHT-SIZED (compliance, supportability) VALUE for the investment.
  21. Service Portfolio // Catalog • Services Portfolio – All services we are considering, deploying, operating or retiring • Services Catalog – Active, customer-facing services • Services metadata  Name, description, owner, status, type, cost model, request initiation, etc.
  22. THE OFFER // Services Catalog Document Collaboration Service (not tech) name We will… By… Using… Which will… …and be measured by…
  23. THE OFFER // Services Catalog Document Collaboration Team sites (file share, forums, calendar, etc.) served on a centralized platform with highly redundant virtual storage. Guaranteed X% availability and X hour response time. $9.99/gb monthly Add $1.99 for each additional mb Add $1.49 for glass of milk
  24. WHAT’S NEXT? Brand Deployment and Filling Out the Framework Chris Jones, Dana Saliba, and Nick Key
  25. Brand Deployment • Development of Brand Identity – Build collaborative tri-campus team – Propose logo, colors, tagline, standards – Staff input on tagline, fonts, etc. • Communicate Internally and Externally – Tell the S2 and ITSM story (Brand Delivery) – One OU IT Website – Tri-Campus Branding Campaign (Who is OU IT?)
  26. Filling Out the Framework • Following S2 Deployment Approach • Appoint Services staff to lead development of processes and procedures supporting deployment of services on Private Cloud – Design, Transition, and Operations – Collaborate weekly with S2 teams at NCTC • Directors ensure adherence to strategy
  27. Design Topics • “SPARK” • Functional and Tool • Customer engagement assessment • Service creation • Sourcing strategy (effect through retirement on timeline) • Business model(s) • Pattern design • Service Levels • “The Offer” – Own, Manage, Response • Catalog Management , Availability, Continuity • Roles (RACI)
  28. Transition topics • Customer Engagement • Release: internal and external communication • Deliver: “active” deployment (education and white glove) • Knowledge Management • Change Management • Project Management
  29. Operations topics • Incident/Request/Access Management  Priority  Escalation  Response Times • Customer Engagement • Problem/performance Management • Event management • Retirement
  30. Services Portfolio • Beta through Summer • Early recommendations – Document Collaboration – SharePoint hosting – Virtual Server hosting – File Sync – Directory Storage – Videoconferencing