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Framework for ActionBuilding A World-Class IT Department
Odom’s Tennessee Pride Values
TrustHonesty
Personal IntegrityMutual Respect
Open MindednessEthical Behavior
Odom’s Tennessee Pride Mission
Dedicated to delighting customers with products and
services
Odom’s Tennessee Pride Vision
To be recognized as the leader in changing the industry
through technology
IT Division Goals
Outstanding Customer Service
Comprehensive Stewardship
Professional Development
Customer
Service
Stewardship
ProfessionalDevelopment
Outstanding Customer Service
What do our “customers” want? Systems Availability Responsiveness Quality of Work Proactive Solutions
Comprehensive Stewardship
Protection of IT Assets Iterative Planning Processes Personal Responsibility
Professional Development
Realistic Assessment of Objectives Planning the Work Working the Plan Personal Development
Outstanding Customer Service
1. Systems Availability Maintaining “Up Time” on Servers
Rotational Replacement 3-4 years on critical servers
Planned & Tested Upgrades Understand the impact
Planning the Bandwidth Proactive Capacity Expansion
Outstanding Customer Service
1. Responsiveness Begins with Availability & Accessibility Maintained Through Communication &
Feedback With Users With IT Team
Quick request toresponse cycle time
Outstanding Customer Service
1. Quality of Work Know Your Systems – Become the Expert Suggest Better Methods Where
Appropriate Ask for Help Share Your Successes
Outstanding Customer Service
1. Proactive Solutions Look For Opportunities To Improve
Processes If Something Needs
Fixing — Fix It orNotify Supervisor
Learn What Your Customer Does, How They Work
Comprehensive Stewardship
1. Protection of IT Assets Identification of Assets & Potential
Risk(s) due to loss of use of the asset Our IT Personnel are Assets
Publish a Backup/Protection Plan Test the Plan Implement the Plan Test the Plan
Comprehensive Stewardship
1. Iterative Planning Processes Achieve Incremental, Measurable
Improvement Year-by-Year, Month-by-Month, Week-by-Week
100% Participation in The Process Visibility To All
Comprehensive Stewardship
1. Personal Responsibility We are collectively and individually
charged with being stewards of our IT assets.
Comprehensive, tested procedural documentation
One of our non-replaceable assets is our time.
Professional Development
1. Realistic Assessment of Objectives Objectives Need To Be Specific They can be classified as long-term
(over 2 years), medium-term (1-2 years), short-term (< 1 year) and immediate (< 1 month)
They will change over time
Professional Development
1. Planning the Work – How do I accomplish my objectives?
Prioritize Schedule Objectives = Projects Projects involve one or more tasks Tasks and be planned, worked &
completed
Professional Development
1. Working the Plan What are my current projects? What tasks did I work on today to
make progress on my projects? What roadblocks do I have that are
impeding my progress? Progress Reporting
Professional Development
1. Personal Development What can I do to improve my
performance? (habits, processes, time management)
What do I need to learn? Am I allocating time to my own
education?
Keys to Success
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