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Using PM Tools to Manage Services:. or how EITS is figuring out what ALL we do! Lynn Latimer Patrick Wagman Date: 06/02/2008. Background The Problem The Solution Path Ahead Lessons Learned Importance. Overview. The School. University of Georgia State Sponsored Over 200 years old - PowerPoint PPT Presentation
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THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Using PM Tools to Manage Services:
or how EITS is figuring out what ALL we do!
Lynn Latimer
Patrick Wagman
Date: 06/02/2008
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Overview
• Background• The Problem• The Solution• Path Ahead • Lessons Learned• Importance
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The School• University of Georgia• State Sponsored
– Over 200 years old– Oldest state chartered– Land grant (1/76)– 614 acres (main
campus)
• Located in Athens, GA– 60 miles from Atlanta
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The School• Students
– 24,800 undergrad– 8,300 grad/professional
• Faculty– 2,794
• Staff– 6,744
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS• Vision
– Continue in the role of state and national leader in information technology, and to be recognized as the first source for knowledge and expertise in the area of information technology.
• Mission– Provide a robust, reliable, and secure information
technology infrastructure, maintain essential production services, and offer world-class support.
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS• Core Areas
– Leadership for Information Technology
– Strategic Planning, Policy, and Advisement
– Business Technology Partnerships
– Client Services and Support
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS• Core Areas
– Information Security
– Information Management and Integration
– Enterprise Production Applications
– Infrastructure and Architecture
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS• Staff
– 220 Full time– 105 students
• Budget– $14 million central funds– $8.5 million cost recovery– $7 million Student Technology Fees
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS• Statistics
– 41,000 devices on network– 24,000 wireless network– 4,900,000 emails daily– 41,000 daily logins – 12,000 phone lines– 6,000 cable TV installations– 20 million mainframe transactions/month
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS• Fairly young organization
– Combined from existing organizations
– Many different units into one
– Divergent cultures still in organization
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
ITPDS• Organizational Improvement
– Processes • Process improvement• Portfolio, Project and Service management
– Tools to implement• Quickbase• Clarity• Six Sigma/Business Process Management
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
ITPDS
Strategic Planning & Portfolio Management
Assessment & Improvement
Predictable Lifecycle& Capacity Management
Focus: Alignment, Prioritization, Resource Allocation
Tools: Compact Planning, Clarity
Focus: Standards, Efficiency,
Assurance,
Compliance
Tools: Six Sigma, Dashboards, ITIL
Focus: Prediction, Optimization,
Depreciation Tools: Forecasting, Trending, Data Warehousing
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The Problem
We can’t get away with made up data!
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The Problem• EITS Does a LOT of stuff!
– Who?/What?/When? – That’s the problem
• We do it, but it is the right thing to do– May not be sure!
• How do we document?• How do we allocate?• How do we plan?
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The Solution – Big Picture
7/1/2004 6/30/2008
1/1/2005 1/1/2006 1/1/2007 1/1/2008
July 2006 - June 2007Tactical -Services
Alignment,Coordination
July 2004 - June 2006Strategic –
Planning Processes
7/1/2007 - 6/30/2008Operational -
Tool Implementation
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The SolutionStrategic
• Consolidated Planning– Alignment with the vision and mission of the
UGA and EITS
– Unified and integrated strategic and planning cycle
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The Path Behind -Strategic
Building the NewLearning Environment
Maximize ResearchOpportunities
Compete in a GlobalEconomy
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The SolutionTactical
• Identified and Organized Services
– Describe what we do
– Describe how we do it
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The Path Behind -Tactical
• Identify all– Core Areas– Services– Overhead
• Get consensus– Does everybody agree on what we do?
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The SolutionOperational
• Consolidated tools – Capture the data we need
– Provide the analysis we need
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The Path Behind - Operational• Find and learn the tool
– Try to use in-house resources
– Vendor backup, not primary source• Plusses and minuses
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The Tools• Clarity
– From CA
• Quickbase– From Intuit
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Clarity• Portfolio and Project Management
• IT Governance
• Organizational Alignment
• Demand and Resource Management
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Clarity Setup• Choose between Project/Services
• Using Projects – Even for services– More flexible (activities/tasks)– Problems
• Reporting Structure– Follows our core areas and services
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Clarity Demo
• UGA Clarity
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Quickbase• Intuit Product
• Provides for rapid development in web based environment
• Utilized for Workflow, Document Management, and Information Sharing
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
The Path Ahead• Continual refinement/improvement
– Refine what and how
• Better organizational definition of services– True services, not applications
• Refining organizational key processes
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Lessons Learned• Constant communication
– Receive input/Get buy in
– Sell, Sell, Sell• Don’t assume others are selling
– Continual refinement• Not all service have work assigned
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Lessons Learned• Organizational Variations & Change
– Different sections ready for more/less
Race horseVS
Plow horseVS
Mule
• Only as fast as slowest group
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Lessons Learned• Change Management
– In-place from the START– Strategic and Tactical– Enforce!– Be ready for the Race Horse(s)!
• Training– Ongoing at all levels
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
If you want to get somewhere you have to know where you want to go and how to get there. Then never,
never, never give up. Norman Vincent Peale
Lessons Learned
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Importance• Show one integrated approach for planning
• Show one method to handle services
• Understand resource requirements
• Articulate organizational commitments
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Summary• Background
• The Problem
• The Solution
• Path Ahead
• Lessons Learned
• Importance
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Key InformationResource Contact
ITPDS Lynn Latimer: [email protected]
Patrick Wagman: [email protected]
ITPDS Email: [email protected]
ITPDS Website http://eits.uga.edu/planning
EITS Website http://eits.uga.edu/
EITS Strategic Planning Model
http://eits.uga.edu/planningCycle/
Compact Planning Website
http://eits.uga.edu/compact
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Questions?
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