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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

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Using pm tools to manage 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


Overview

Background

The Problem

The Solution

Path Ahead

Lessons Learned

Importance

Overview


The school
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 school1
The School

  • Students

    • 24,800 undergrad

    • 8,300 grad/professional

  • Faculty

    • 2,794

  • Staff

    • 6,744


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.


EITS

  • Core Areas

    • Leadership for Information Technology

    • Strategic Planning, Policy, and Advisement

    • Business Technology Partnerships

    • Client Services and Support


EITS

  • Core Areas

    • Information Security

    • Information Management and Integration

    • Enterprise Production Applications

    • Infrastructure and Architecture


EITS

  • Staff

    • 220 Full time

    • 105 students

  • Budget

    • $14 million central funds

    • $8.5 million cost recovery

    • $7 million Student Technology Fees


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


EITS

  • Fairly young organization

    • Combined from existing organizations

    • Many different units into one

    • Divergent cultures still in organization


Itpds
ITPDS

  • Organizational Improvement

    • Processes

      • Process improvement

      • Portfolio, Project and Service management

    • Tools to implement

      • Quickbase

      • Clarity

      • Six Sigma/Business Process Management


Itpds1
ITPDS

Focus:Standards, Efficiency,

Assurance,

Compliance

Tools: Six Sigma, Dashboards, ITIL

Focus:Alignment, Prioritization, Resource Allocation

Tools: Compact Planning, Clarity

Strategic

Planning &

Portfolio

Management

Focus:Prediction, Optimization, DepreciationTools: Forecasting, Trending, Data Warehousing

Predictable

Lifecycle

& Capacity

Management

Assessment &

Improvement


The problem
The Problem

We can’t get away with made up data!


The problem1
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 solution strategic
The SolutionStrategic

  • Consolidated Planning

    • Alignment with the vision and mission of the UGA and EITS

    • Unified and integrated strategic and planning cycle


The path behind strategic
The Path Behind -Strategic

  • Building the New

  • Learning Environment

  • Maximize Research

  • Opportunities

  • Compete in a Global

  • Economy


The solution tactical
The SolutionTactical

  • Identified and Organized Services

    • Describe what we do

    • Describe how we do it


The path behind tactical
The Path Behind -Tactical

Identify all

Core Areas

Services

Overhead

Get consensus

Does everybody agree on what we do?


The solution operational
The SolutionOperational

Consolidated tools

Capture the data we need

Provide the analysis we need


The path behind operational
The Path Behind - Operational

  • Find and learn the tool

    • Try to use in-house resources

    • Vendor backup, not primary source

      • Plusses and minuses


The tools
The Tools

  • Clarity

    • From CA

  • Quickbase

    • From Intuit


Clarity
Clarity

  • Portfolio and Project Management

  • IT Governance

  • Organizational Alignment

  • Demand and Resource Management


Clarity setup
Clarity Setup

  • Choose between Project/Services

  • Using Projects

    • Even for services

    • More flexible (activities/tasks)

    • Problems

  • Reporting Structure

    • Follows our core areas and services


Clarity demo
Clarity Demo

  • UGA Clarity


Quickbase
Quickbase

  • Intuit Product

  • Provides for rapid development in web based environment

  • Utilized for Workflow, Document Management, and Information Sharing


The path ahead
The Path Ahead

  • Continual refinement/improvement

    • Refine what and how

  • Better organizational definition of services

    • True services, not applications

  • Refining organizational key processes


Lessons learned
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


Lessons learned1
Lessons Learned

  • Organizational Variations & Change

    • Different sections ready for more/less

      Race horse

      VS

      Plow horse

      VS

      Mule

  • Only as fast as slowest group


Lessons learned2
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


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


Importance
Importance

  • Show one integrated approach for planning

  • Show one method to handle services

  • Understand resource requirements

  • Articulate organizational commitments


Summary
Summary

  • Background

  • The Problem

  • The Solution

  • Path Ahead

  • Lessons Learned

  • Importance




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