1 ist townhall 10 december 2014. 2 it governance launch – mike langedock it service management...
TRANSCRIPT
![Page 1: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/1.jpg)
1
IST Townhall
10 December 2014
![Page 2: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/2.jpg)
2
• IT Governance Launch – Mike Langedock
• IT Service Management Update – K-L Holter
• Organization Design – Design Constraints, Themes – Mario Lebar– IST Straw Man – CIO & Directors
• Questions & Observations• Next Steps & Close – Mike Langedock
Agenda
![Page 3: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/3.jpg)
3
IT Governance Launch
Mike Langedock
![Page 4: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/4.jpg)
4
• January 20, 2015 – official launch of new investment review process
• Invitation to submit proposals for IT projects
![Page 5: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/5.jpg)
5
• Job #1 – complete the 2014-15 portfolio• Upcoming (ranked) proposals to UITAC:
1. IT Security Improvements2. Implement new Identity & Access Management System3. Classroom Technology Improvements – Stage 34. Wireless – Stage 45. DNS, DHCP, IPAM Management6. Network Switch Improvements7. TRC - Minisis Database8. CCTV Renewal9. Mobile Website Experience10. Open Area Lab Improvements (& One Card Printing)11. Data Centre Site Selection12. Portal Project – Stage 2Plus another 47 … and counting!
IT proposals for 2015-16
![Page 6: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/6.jpg)
6
IT Service ManagementUpdate
K-L Holter
![Page 7: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/7.jpg)
7
Knowledge Management
![Page 8: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/8.jpg)
8
Knowledge Management
![Page 9: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/9.jpg)
9
Cherwell Mobile Application
![Page 10: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/10.jpg)
10
• Desktop - Full Functionality
• Browser Client - Limited Functionality• Best use on a tablet, can be used on a
Blackberry• https
://manitoba.cherwellondemand.com/CherwellClient/Access
• Mobile – Limited functionality• Available for iOS or Android• https://Manitoba.cherwellondemand.com
Cherwell Mobile Application
![Page 11: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/11.jpg)
11
Key Performance Indicators - IT Scorecard
![Page 12: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/12.jpg)
12
• Change Management• Service Asset and Configuration
Management• Incident and Request Fulfillment –
AV and Classroom Technology
What’s In Progress?
![Page 13: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/13.jpg)
Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Initiation and Planning <----------------->
Incident, Request Fullfillment, Service Desk <-------------------------------------->Service Catalog Management <-------------------------------------->Event Management <-------------------------------------->
Knowledge Management <------->Service Asset & Configuration Management
<-------------------------------------->
Service Level Management
<-------------->
Access Management <---------------------------->
Stage2 Planning <------->
Problem Management <-------------------------------------->
Change Management <-------------------------------------->
Change Evaluation <-------------->
Release & Deployment Management
<-------------->
Business Releationship Management
<-------------->
Stage 0
Stage 1
Stage 2
2 0 1 4 2 0 1 5
ITSM Roadmap
![Page 14: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/14.jpg)
Stage2 Plan (..and beyond)
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Stage2 Planning <---------->
Access Management <--------------------------------------->
Event Management <--------------------------------------->
Knowledge Management <------>
Service Asset & Configuration Management
<------------------------------------------------------------>
Service Catalog Management (Portal)
<-------------------------------------->
Business Releationship Management
Change Management (includes Change Evaluation and Release & Deployment Management)
<----------------------------------------------------------------------->
Problem Management <---> <--------------------------------------->
Reservation Manager Deployment for AV
<------------------------------------------------------------>
Cherwell Mobile <------------->
Cherwell Follow-on Work from Stage1
<----------------->
Service Portfolio Management – SPM
<----------------->
Strategy Management for IT ServicesSupplier Management <------------------>
Financial Management for IT Services
Information Security Management – ISM
<----------------->
Stage 2Stage 1
2 0 1 4 2 0 1 5
<----------------->
![Page 15: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/15.jpg)
15
Organizational DesignIST Straw Man
Mario Lebar
![Page 16: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/16.jpg)
16
“What we heard” report
Making Sense Making Choices
Preferred models (three IT Models)
Review/ validate
Plan, Build, Run
Making Progress
Refresher - how did we get here?
• Operational Workbooks• Analysis (report)• Opportunity identification• Design constraints• Straw man org structure
![Page 17: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/17.jpg)
17
Based on the analysis of the operation workbooks,
we’ve identified opportunities, grouped by
high, medium and low priority
![Page 18: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/18.jpg)
18
1. Improve our ability to respond to external and internal audits
2. Create the capability to build rapport with clients and translate their needs into solutions
3. Create an organization wide capability that develops sustainable IT investment plans aligned with the University of Manitoba strategic initiatives
Opportunities– High Priority
![Page 19: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/19.jpg)
19
1. Create a way to deliver integrated technology solutions
2. Improve our measurement and reporting capability for operational process and strategic investments to support fact based decision making
Opportunities– Medium Priority
![Page 20: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/20.jpg)
20
1. Create an Information Management strategy to more effectively deliver on its education and research mandate (IST + DC + Library + Copyright + Research + Privacy Office)
2. Improve our capability to respond to innovative requests in a timely manner
Opportunities – Low Priority
![Page 21: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/21.jpg)
21
Sustainable• Organizational structure should be supported to maintain itself at an effective
level in the medium to long-term1
Design Themes (synthesized design criteria)
Adaptive • When changes/adjustments to the organization are required – whether internally or externally driven - it must be agile enough to adapt2
Pivotal Role in Institutional Strategy
• Manifest appropriate leadership capability in collaborative development of institution-wide strategies – engaging clients and stakeholders from the University Executive-level to operational managers
Manageable and Executable
• The design must support the enablement of and delivery of strategic goals and objectives within the realities of the funding and operational framework of the institution. Is it feasible in our context?
Effective • Successful in producing intended outcomes, meeting stated objectives and reporting on the same
Efficient• The design should support performance that continuously improves productivity
to meet service expectations – with minimal waste/duplication in expense and effort and expeditious delivery
Responsive• The design should be flexible and able to react perceptively, quickly and
positively to business needs – sensitive to cultural / functional differences across the University and within its client base
4
5
6
7
8
Accountable• The design must support the organization’s responsibilities and accountabilities
for decision-making and operations – backed by clear roles, rules and mandates and the ability to adjust and adapt
3
![Page 22: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/22.jpg)
22
Create a Director Level Information Security (I/S) position and leverage as much as possible
Design should allow for broad spans of control and ensure people management responsibilities exist within roles that have the authority to do so
Design Constraints
![Page 23: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/23.jpg)
23
Target State (straw man)Insert new org structure….
![Page 24: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/24.jpg)
24
Top level
![Page 25: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/25.jpg)
25
Security and Compliance
· Incident Response· Education & Outreach· University & Program Leadership· Policy & Process Compliance· IT Audit Response · Identity Management· IT Service Continuity Management· Information Security Management· Records & Document
Management
![Page 26: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/26.jpg)
26
Planning and Governance
· IT Strategic Planning· Enterprise Architecture· Solution Architecture· IE: Network, Infrastructure,
Application, Data, Multimedia
· IT Financial Management· Human Resource
Management· Resource Management
· Vendor management· Contract administration· IT procurement
![Page 27: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/27.jpg)
27
Client Solutions and Services
· Business relationship management
· IT Advocates· Deliverable acceptance
management· Procurement consulting
· Service level management· Service Catalogue
management
· Incident management· Service request fulfillment· Problem management· Help desk· Knowledge management· Desk/Mobile phone
ordering· Access management· “Easy” sys admin
HeadClient Support
· Open area labs· Teaching labs· Desk side· Classroom technologies· Mobile devices· Telephony
![Page 28: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/28.jpg)
28
Build Services Chief Technology Officer
Head Core Application Build
· Application development management
· Quality assurance build· Integration build(SOA, ESB,
ETL)· SDLC and Tools· Release management· Report Development
· Server build· Storage allocation· Network /Cabling/Tech/
Communications· Classroom technologies
installation
HeadService Asset &
Configuration Management
· Service asset and configuration management
· Change management
![Page 29: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/29.jpg)
29
Run Services Chief Technology Officer
Head Core Applications Run
· Application maintenance management
· Quality assurance run
Head Core Infrastructure Run
· Event management· IT operations management· Availability management· Capacity management· Performance management
HeadNetwork,
Communications, Cable / Tech Services
Head Database & Storage
Head
Analysts
Head Integration
HeadDevelopers Research & Education
Rapid Response Team
% Network & Communications% Storage% DBMS
% Server & OS%Analysts
% Developers%Integration
HeadSystems & Services
Head Multimedia Production
Applications Resource Pool
Infrastructure Resource Pool
Shared with Build Team
Research &Education Clients
![Page 30: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/30.jpg)
30
What does all this mean for you?
Opportunity!• To apply for any new jobs that you are
interested in • To develop new skills and abilities• To further develop existing skills and
abilities
![Page 31: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/31.jpg)
31
When?
Incrementally over two
years
![Page 32: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/32.jpg)
32
What are your initial
Questions?Observations?
?
![Page 33: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/33.jpg)
33
Immediate next steps
• Post presentation and FAQs to IT Transformation web site
• Follow-up team meetings with your Directors to answer questions
• Detailed planning for phase II• Business as usual!
![Page 34: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/34.jpg)
34
Phase II – high level steps
The primary focus of phase II will be on getting the management team in place:• Write/update manager job descriptions (started)• Evaluate the jobs (Jan – Mar)• Consult with the union to determine
exclusions/inclusions (Jan – Mar)• Post, interview and fill manager jobs (Spring 2015)
![Page 35: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/35.jpg)
35
Close
Mike Langedock
![Page 36: 1 IST Townhall 10 December 2014. 2 IT Governance Launch – Mike Langedock IT Service Management Update – K-L Holter Organization Design –Design Constraints,](https://reader034.vdocuments.mx/reader034/viewer/2022051316/56649c8b5503460f94944deb/html5/thumbnails/36.jpg)
36
Your feedback continues to be important to use!• Share your feedback and questions
directly with your manager.
• Email your questions and feedback to
• Talk to someone on the IT
Transformation Program
• Post your questions/comments
anonymously on the printed org charts