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YCHANGING THE CULTURE OF  AN 

IT ORGANIZATION Whirlwind Style

 J ane L iv ing s t on and Ka ren Po lhemus

F o r E d u c a u s e L i v e ! A p r i l 2 0 1 3

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Yale Facts

Total Headcount

Undergrad & Grads 11,906

Faculty 4,000

Staff 9,000

FTEs in central ITS 420

FTEs in distributed IT 300  

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POLL ALERT

What is your role?

What is the name of your school?

How many employees in central IT?

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Session Overview

• Brief overview of changes

• Specific approaches we’ve used

• Lessons learned

• Keys to success

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Organizational Priorities

1. Staff Development

2. Rock Solid Services

3. Community Satisfaction

4. Technological Leadership

5. Fiscal Management

6. Global Recognition

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The Way We Were . . . Perceived

Voice of the Community

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Overview of Our Changes

Organizational Change

One major re-organization last year (Feb 2012)

CIO

OSS

Operations &Infrastructure

NetworkServices

ConferencingServices

CampusTechnology

Services

ConferencingServices

New

OrgOld

Org

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Overview of Our Changes

ITIL  –  IT Service Management

• Trained 400 IT employees (95% of the organization)

• Implemented governance:

Change Advisory Board, Service Board

• Implemented ServiceNow

o Incident

o Problemo Change

o Request

o Knowledge

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Overview of Our Changes

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Overview of Our Changes

Governance and Collaboration

• Formed Project and portfolio governance boards

• Created Strategic Interest committees

o Teaching & Learning

o Research

o Clinical

o Administrative Systems

Strategy

DesignTransition

Operation

governance

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POLL ALERT

What causes change in your IT Department?

• New Technology 

• New processes

•

New org structure• Solving a problem

• Budgets

• Or add your own

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What Causes Change in University IT?

• New Technology

• New processes

• New org structure

•

New roles, new bosses• Solving a problem

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Communication Cascades

Awareness Desire

Knowledge

Ability

Reinforcement

Celebration

• Individualso Current / New Manager

• Teamso Current / New Manager

• Departments

✔ ✔ 

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Awareness Desire

Knowledge

Ability

Reinforcement

Celebration

Formal Training

• ITIL Certification

• ServiceNow

• Apple HW/SW Certification

• Windows 8 Configuration

• Ruby-on-Rails

• Knowledge Management

o Editor/Author

• New IT Employee

Orientation

• IT Professionals Forum

✔ 

✔ ✔ 

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Awareness Desire

Knowledge

Ability

Reinforcement

Celebration

Monday Morning News

• Weekly newsletter

• 1,400 recipients

• IT and non-IT staff 

• Increased traffic 800% in past year

✔ ✔ ✔ 

✔ ✔ 

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Awareness Desire

Knowledge

Ability

Reinforcement

Celebration

Lunch & Learn Seminars

• Change Management / CAB

• Technology Solutions at Yale

• Knowledge Management

•

ITSM – Request Process Build-out• IPv6 Implementation

... a training event scheduled during the lunch hour.

Employees bring their lunches and eat them during thetraining session. Training is less formally structured. Topics

are presented by employees from all levels of the

organization.

✔ ✔ ✔ ✔ 

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Awareness Desire

Knowledge

Ability

Reinforcement

Celebration

PIT Crews

Performance Improvement

Teams… a group of experts assigned to

investigate and/or solve technical

or systemic problems

• Voice of the Community• Research Technologies

• Internal satisfaction (ITS) and

cross-team collaboration

•External communication

• Staff Development

• Innovation

• PMO Practices

• Collaboration tools

✔ ✔ ✔

 

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Awareness Desire

Knowledge

Ability

Reinforcement

Celebration

Communities of Practice

… process of sharing information and

experiences with the group that themembers learn from each other, and have

an opportunity to develop themselves

personally and professionally.

(Lave & Wenger 1991)

• Project Management

•Business Analysis

• Change Management

• Software Developers

✔ ✔ ✔ 

✔ 

✔ 

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you will … 

Grow your abilities and effectiveness

Sustain commitment and motivation

Keep adding value to the organization

over time

Individual Development Plans

If you focus on … 

Competence

Passion/Goals

Organizational Need

C

PO

Awareness

Desire

Knowledge

Ability

Reinforcement

Celebration

✔ 

✔ ✔ 

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Awareness

Desire

Knowledge

Ability

Reinforcement

Celebration

CIO Spot Awards

• Recognize world-class service

• Formal award presentation

to individuals and teams

• Presented by the CIO

“on the spot” 

✔ 

✔ 

✔ ✔ 

✔ 

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POLL ALERT

What lessons have you learned implementing

change?

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Lessons learned

1. Change (itself) is easier to implement fast and big

bang.

2. Focus on people and process, and the technology

will follow.

C lt h i HARD

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Culture change is HARD

K t

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Keys to success

•

Buy-in at the top• Define values that you want to see and model them

• Find early wins

•

Recruit influencers

• Role models act differently / behavior is rewarded

• Reinforcement

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 Thank you

Jane Livingston j ane . l i v ings ton@ya le .edu

Karen Polhemuskaren .po lhemus@ya le .edu