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Meeting IT Organization and Service Delivery Challenges

Explore the challenges and barriers faced by IT organizations in delivering effective services and learn ideas for conquering them. Topics include managing customer expectations, expanding services within budget constraints, aligning IT services with organizational goals, and more.

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Meeting IT Organization and Service Delivery Challenges

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  1. Current Issues Roundtable: Meeting IT Organization and Service Delivery Challenges Educause 2001

  2. Introduction • To design and implement a successfulIT organization with an effectiveservice delivery model, we must begin by knowing 2 things: • Who is our customerand what do they expect? • Who is our competition– alternately, against whom are we being benchmarked

  3. Introduction • Consider purchasing the following video: Joe Calloway – “Focus on the Customer” • This video includes many insights. Here are 2 to consider: • Our customers’ expectations increase as our level of services improve • Our competition extends beyond our industry • For example: “AOL is open 24/7, why aren’t you?” or “I can buy groceries online, but why not my textbooks?”

  4. Brainstorming: Challenges/barriers that the group identifies as being critical • Perception that technology is more important than the customer • Combining libraries with IT • Bandwidth utilization • Expanding/Extending services within budget constraints or shrinking budgets • Compensation for exempt employees • 24/7 Dormitory support • Organizational structure of IT

  5. Brainstorming: Challenges/barriers that the group identifies as being critical • Managing customer expectations • Managing 2x growth in 5 years • IT staff coming from industry • Policy decisions re: new technologies and things we never thought of • Staffing crisis – qualified people but no increase in staffing levels • Align IT services with organizational goals • Taking a process approach

  6. Ideas for conquering the challenges • Bandwidth utilization • Set limits per user • Packet filtering tools (I.e., Packeteer) • Communication • Publicly name offenders

  7. Ideas for conquering the challenges • Expanding/extending services within budget constraints or shrinking budgets • Outsource • Retire things and/or services

  8. Ideas for conquering the challenges • Compensation for exempt employees • Differentiate between important and urgent • OT (overtime) compensation plan • Tie metrics to performance • Perks/”toys” • Shifts • Lifestyle • Learning • Recognition

  9. Ideas for conquering the challenges • 24/7 Dormitory Support • Free room for student helpers • Temps

  10. Ideas for conquering the challenges • Managing customer expectations • Building relationships • SLA • Communicate/PR • Define yourself • Baselines: • Inventory of services • Metrics – tied to strategic plan and budget

  11. Ideas for conquering the challenges • Policy decisions re: new technologies and things we never thought of • Make decisions for the greater good and communicate them • Acceptable Use Policy bandwidth limits (IP Audit)

  12. Ideas for conquering the challenges • Align IT services with organizational goals • Outsource/retire services • Align IT with goals of education

  13. Follow-up • Consider joining the Educause User Services listserv http://www.educause.edu/memdir/cg/userserv.html or send an e-mail message to listserv@listserv.educause.edu with the message subscribe userserv <your name> (no brackets around your name)

  14. Thank you! Leslie Kaufman Director, Information Technology Point Park College Lkaufman@ppc.edu

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