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The University of
Kansas
Process Management: Where and How to Begin?Jerree Catlin, University of Kansas
Program & Service Management OfficeInformation Technology, a division of Information Services
The University of Kansas
Overview
• Introductions• KU’s story: First
steps to defining process management - Where KU started
• Change Management example
• KU’s story: Where are we now?
• Recommendations• Lessons Learned• Q&A
The University of Kansas
Introduction – University of Kansas
• Founded in 1864• Perched on Mt. Oread in Lawrence,
Kansas• 30,000 students (KU & KU Medical
School)• 12,400 faculty and staff, including 2,200
faculty• 14 schools• 7 Libraries• 4 million volumes
The University of Kansas
Introduction - Information Services
• Vice Provost of Information Services is Denise Stephens
• Organization includes:– Libraries– Information Technology– Networking &
Telecommunications
The University of Kansas
Introduction - Information Services
• Collaborate with scholars, learners, leaders, managers, and each other to facilitate– access to information– the innovative use of technology in
support of learning, scholarship, and creative endeavor
• www.informationservices.ku.edu
The University of Kansas
Introduction – Information Technology
• Technical Services• Enterprise Administrative Systems• Enterprise Academic Services• Enterprise Web Services• Middleware Services• Research Computing Services• Data Services• Production Control and Operations• Desktop Support• Administrative services (HR & Office Services)• Service Management
The University of Kansas
IT Service Management
• Program & Service Management Office– Provides service support– Result of a previous IS assessment
• www.technology.ku.edu/psmo
The University of Kansas
Introduction - PSMO Goals & Objectives
• Collect information and serves as an integration point– delivery of services provided by Information
Services' units– ensure services are aligned to the needs of
campus• Communication point
– Service projects between internal units– Delivery of services to the university
community • Provide service and process
management• Provide project management services
The University of Kansas
Introduction – Program & Service Management
• PSMO staff– Director– Licensing Specialist– Project Managers– Service Level Manager– Event Coordinator (tool implementer)– Help Desk Manager
The University of Kansas
1st Steps: Where did KU begin?
• Started with a need – to define a change process– Based on reorganization– Based on user assessment
• Formal – previous campus assessment• Informal – complaints from users
• PSMO charged with process management• Research process methods
– Best practices– ITIL® process management
The University of Kansas
1st Steps: Where did we begin?
• Education for PSMO– Individual (books, web search, etc.)– Certification– Conferences
• Defined beginning implementation sequence– Change (Need & greatest reward)– Incident– Configuration– Problem– Service Level Management
• Ongoing• Interleaved with other processes
The University of Kansas
1st Steps: Where did we begin?
• Identified support for process implementation– Project management
• Consulting • Coaching
– Access to facilitators– Note takers when possible– Tools (Visio)– Meeting effectiveness tools
The University of Kansas
1st Steps: Where did we begin?• Basic communication plan
– Web site: www.technology.ku.edu/psmo– Identified initial IS communications
• Overview of ITIL® – PSMO presentations– Consultant
• Defining terms
– Identified project communications• Stakeholders & Sponsors• Charge• Project Leader• Those who need to be informed
The University of Kansas
Change management example
• Held kick-off meetings• Determined sub-group
– Smaller group necessary to move forward– Volunteers– Kept others informed
• Support from Kansas State University• Defined key terms
– Related the terms to our environment when possible
• Identified change categories
The University of Kansas
Change management example
• Identified process for each change type defined
• Created a flow chart for each change type defined
• Adapted new process with current (home grown) tool
• Reviewed monthly• Evaluated and identified an available tool• Developed procedures & documentation
The University of Kansas
Where are we now?• Assessments
– IS-wide Assessment Council– Centralized user assessment activities
• Change management– Implementing change process within a tool– Developing documentation, procedures & training– Reviewing change process monthly
• Incident management– Project group has identified processes– Implementing within tool– Developing procedures
• Configuration management– Interim process is complete– Kickoff for primary project just started
The University of Kansas
Where are we now?• Problem management
– Interim process defined– On hold until Incident process is
defined• Service Level Management
– Initial service catalog developed– Certification time consuming– Interspersed with other activities
• Security management– ISO 17799:2005 certification by fall– Accelerate process implementations
The University of Kansas
Recommendations• Incorporate project management• Simplify your project
– Assessments – simple gap analysis– Define the process – flow chart– Identify process responsibilities and procedures– Implement process within tool, if applicable– Determine and implement a review process
• Includes internal assessment• Includes user assessment
• Start somewhere– Identify a process that will give you a win
• IT problems or issues• Process that already works (just formalize)
– Interim processes may be necessary
The University of Kansas
Recommendations
• Office or unit responsible for implementing process management– Provides backup for all activities and
services– Offers planning and project support for
process implementation• Next steps• Communications• Discussion to improve each process project
plan
The University of Kansas
Recommendations
• Implementing a process not a tool• Communication plan is critical
– Identify key units and staff for each project & overall process management
– Identify the communication methods– Continue to emphasize definitions– Know your audience for each process– Identify and define terms for your
local environment
The University of Kansas
Recommendations
• Budget required– Training– Tools– Staff time
• Staff training critical– Certifications– Individual research and readings– Consultants– Conferences
The University of Kansas
Recommendations
• Go for it - never 100% ready (80/20 rule)– Identify your risks and critical points– Communicate expectations
• Issues will occur• Mistakes will occur• Improvements possible
– Process includes review
The University of Kansas
Lessons learned
• Expect skid marks on the road to process management
• Timelines will be longer than expected
• Each process has its own challenges• Assessments are important• Be specific about project members’
responsibilities• Communicated support from
management is critical
The University of Kansas
Lessons Learned
• Don’t allow scope creep– Identify risks and checkpoints
• Organizational effectiveness tools helpful– Facilitators– Meeting effectiveness tools
• Conversations with others outside your institution useful
• Communicate, communicate, communicate• Process implementation is a process
The University of Kansas
Bibliography
• KU Web sites:– Information Services: www.informationservices.ku.edu– Program & Service Management Office:
www.technology.ku.edu/psmo
• Information Technology Infrastructure Library: www.itil.co.uk
• IT Services Management portal: http://www.itsm.info/
• Behr, Kevin, Kim, Gene & Spafford, George. The Visible OPS Handbook; Information Technology Process Institute. 2004.
• Bentley, Stella, Goodyear, Marilu, Liss, Donna, & Roney, Marlesa. “High Velocity Change through High Volume Collaboration.” 20 Dec 2004. ECAR ID ECR0407. www.educause.edu/ecar.
• McFarland, Ivor & Rudd, Colin. itSMF- IT Service Management, version 2.1.b; itSMF, ltd; United Kingdom; 2003.
