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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
slide5
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.
slide6
EITS
  • Core Areas
    • Leadership for Information Technology
    • Strategic Planning, Policy, and Advisement
    • Business Technology Partnerships
    • Client Services and Support
slide7
EITS
  • Core Areas
    • Information Security
    • Information Management and Integration
    • Enterprise Production Applications
    • Infrastructure and Architecture
slide8
EITS
  • Staff
    • 220 Full time
    • 105 students
  • Budget
    • $14 million central funds
    • $8.5 million cost recovery
    • $7 million Student Technology Fees
slide9
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
slide10
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
slide31

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