Using PM Tools to Manage Services by yurtgc548

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									THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                                             Overview
•   Background
•   The Problem
•   The Solution
•   Path Ahead
•   Lessons Learned
•   Importance
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                                      The School
• Students
      – 24,800 undergrad
      – 8,300 grad/professional
• Faculty
      – 2,794
• Staff
      – 6,744
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                                             EITS
• Core Areas
      – Information Security

      – Information Management and Integration

      – Enterprise Production Applications

      – Infrastructure and Architecture
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                                             EITS
• Fairly young organization
      – Combined from existing organizations

      – Many different units into one

      – Divergent cultures still in organization
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




 Focus:
 Alignment,
                                             ITPDS              Focus:
                                                                Standards,
 Prioritization,                                                Efficiency,
 Resource Allocation                                            Assurance,
 Tools: Compact                              Strategic          Compliance
 Planning, Clarity                           Planning &         Tools: Six Sigma,
                                             Portfolio          Dashboards, ITIL
                                             Management
Focus:
Prediction,                          Predictable
Optimization,                        Lifecycle   Assessment &
Depreciation Tools:                  & Capacity Improvement
Forecasting,                         Management
Trending, Data
Warehousing
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                                    The Problem


          We can’t get away with made up data!
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                  The Solution – Big Picture
                                                        July 2006 - June 2007
                                                              Tactical -
                                                              Services
                                                             Alignment,
                                                            Coordination    7/1/2007 - 6/30/2008
                   July 2004 - June 2006                                        Operational -
                                                                              Tool Implementation
                         Strategic –
                    Planning Processes



                   1/1/2005                  1/1/2006           1/1/2007           1/1/2008

       7/1/2004                                                                               6/30/2008
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                                    The Solution
                                             Strategic

• Consolidated Planning
      – Alignment with the vision and mission of the
        UGA and EITS

      – Unified and integrated strategic and planning
        cycle
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




           The Path Behind -Strategic
        Building the New
        Learning Environment

        Maximize Research
        Opportunities

        Compete in a Global
        Economy
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services



                                    The Solution
                                             Tactical

• Identified and Organized Services

      – Describe what we do

      – Describe how we do it
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services



                                    The Solution
                                             Operational

• Consolidated tools
      – Capture the data we need

      – Provide the analysis we need
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                                         The Tools
• Clarity
      – From CA


• Quickbase
      – From Intuit
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                                             Clarity
• Portfolio and Project Management

• IT Governance

• Organizational Alignment

• Demand and Resource Management
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                                    Clarity Demo


• UGA Clarity
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                            Lessons Learned
• Organizational Variations & Change
      – Different sections ready for more/less
                            Race horse
                                                VS
                                             Plow horse
                                                VS
                                               Mule
• Only as fast as slowest group
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                            Lessons Learned

    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
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise 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 GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                                             Summary
•   Background
•   The Problem
•   The Solution
•   Path Ahead
•   Lessons Learned
•   Importance
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                               Key Information
     Resource                                        Contact
ITPDS                         Lynn Latimer: llatimer@uga.edu
                              Patrick Wagman: pwagman@uga.edu
                              ITPDS Email: itplan@uga.edu


ITPDS Website                 http://eits.uga.edu/planning
EITS Website                  http://eits.uga.edu/
EITS Strategic                http://eits.uga.edu/planningCycle/
Planning Model
Compact                       http://eits.uga.edu/compact
Planning
Website
THE UNIVERSITY OF GEORGIA
Office of the Chief Information Officer
Enterprise Information Technology Services




                                  Questions?

								
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