cs&t strategy articulation project results summary june 2006 “cs&t will be the recognized...
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CS&T Strategy Articulation Project Results SummaryJune 2006
“CS&T will be the recognized leader for high quality and innovative
Enterprise Information Technology solutions that support and enhance
the UCF community”CS&T Management Team
CS&T Strategy Articulation
2June 2006
Agenda
1. Introduction to UCF & North Highland
2. Outcomes & Benefits
3. How Did We Get There?
4. Future State Organizational Design
5. Implementation Roadmap
6. Questions
CS&T Strategy Articulation
3June 2006
1. Introduction to UCF
45,000+ students
1,400 acre main campus (located in Orlando)
21 regional campuses
One of Florida's 11 public universities
SACS: Level 6 Institution
SREB CLASSIFICATION: Four-Year II Institution
CARNEGIE CLASSIFICATION: Doctoral/Research Universities-Intensive
CS&T Strategy Articulation
4June 2006
1. Introduction to North Highland
Client Rated as the Best Mid-Sized Provider of Internal and External Facing Management and Technology Consulting including:
Customer Interaction Human Capital Process Management Financial Management Business and Operational Strategy Business Intelligence
450 Consultants in 13 Cities (Atlanta, Charlotte, Dallas, Denver, Houston, Nashville, New York, Orlando, Richmond, Philadelphia, Tallahassee, Tampa, Washington D.C.)
“We want to change the way you think about consulting”
Supply Chain Management Technology Solutions Technology Management Internal/External Communications Project Management Organizational Change Management
CS&T Strategy Articulation
5June 2006
2. Outcomes & Benefits - Outcomes
Strategy Defined
Future State Organization Defined
Implementation Roadmap Defined
CS&T Strategy Articulation
6June 2006
2. Outcomes & Benefits - Benefits1. Fact Based Stakeholder View of CS&T Defined
2. Common Customer & Services Definitions
3. UCF Institutional Effectiveness Metrics Defined
4. ITIL Based Critical Process Defined
5. Critical Processes Aligned to Strategic Objectives
6. CS&T Decision Making Tool Created
7. Organization Of The Future Defined
8. Timeline For Implementation Defined
9. Change Process Started With Stakeholders
10.Departmental Collaboration Foundation Built
CS&T Strategy Articulation
7June 2006
Strategy Articulation Map (SAM)
C. Strategic Objectives
D. Key Performance Indicators
B. Market Differentiators
A. Drivers
E. Critical Processes
3. How Did We Get There?
CS&T Strategy Articulation
8June 2006
3. How Did We Get There? – A. Drivers
CustomerDefinition
Faculty & Staff
Perceptions
StudentPerceptions
EmployeePerceptions
ServiceDefinition
Customer/Service/Location
Map
VisionCS&T will be the recognized leader for high quality and
innovative Enterprise Information Technology solutions that support and enhance the UCF community
Values- Excellence - Integrity- Leadership - Strategic- Work Ethic - Creativity- Professionalism- Standards Based
MissionCS&T develops and maintains enterprise
computing and communications services for
the UCF community
UCF Vision,Mission &
Values
IT&R Mission
CS&T Strategy Articulation
9June 2006
3. How Did We Get There? – B. Market Differentiators
Dri
vers
VisionCS&T will be the recognized leader for high quality and
innovative Enterprise Information Technology solutions that support and enhance the UCF community
Values- Excellence - Integrity- Leadership - Strategic- Work Ethic - Creativity- Professionalism- Standards Based
MissionCS&T develops and maintains enterprise
computing and communications services for
the UCF community
Mar
ket
Dif
fere
nti
ato
rs
Employee Related:Collegial Environment,Benefits, Job Security
Challenging Work Environment, Training,
Advancement &Leadership
Customer Related
Customer Service Capabilities Standards Cost
CS&T Strategy Articulation
10June 2006
3. How Did We Get There? – C. Strategic Objectives
Dri
vers
VisionCS&T will be the recognized leader for high quality and
innovative Enterprise Information Technology solutions that support and enhance the UCF community
Values- Excellence - Integrity- Leadership - Strategic- Work Ethic - Creativity- Professionalism- Standards Based
MissionCS&T develops and maintains enterprise
computing and communications services for
the UCF community
Mar
ket
Dif
fere
nti
ato
rs
Employee Related:Collegial Environment,Benefits, Job Security
Challenging Work Environment, Training,
Advancement &Leadership
Str
ateg
icO
bje
ctiv
es
CS&T will be the preferred work
environment for innovative IT professionals
Customer Related
Customer Service Capabilities Standards Cost
CS&T will provide outstanding service in response to customer
needs
CS&T will provide available, reliable, and scalable infrastructure products and services
that support UCF’s enterprise information
technology needs
CS&T will collaborate to develop and regulate
university IT standards based on industry best
practices
CS&T will provide cost effective solutions that maximize value for the university community
CS&T Strategy Articulation
11June 2006
Dri
vers
VisionCS&T will be the recognized leader for high quality and
innovative Enterprise Information Technology solutions that support and enhance the UCF community
Values- Excellence - Integrity- Leadership - Strategic- Work Ethic - Creativity- Professionalism- Standards Based
MissionCS&T develops and maintains enterprise
computing and communications services for
the UCF community
Mar
ket
Dif
fere
nti
ato
rs
Employee Related:Collegial Environment,Benefits, Job Security
Challenging Work Environment, Training,
Advancement &Leadership
Str
ateg
icO
bje
ctiv
esK
PI’
s
CS&T will be the preferred work
environment for innovative IT professionals
• Recruiting Response• Salary Comparison• Training Received• Certifications
Customer Related
Customer Service Capabilities Standards Cost
CS&T will provide outstanding service in response to customer
needs
CS&T will provide available, reliable, and scalable infrastructure products and services
that support UCF’s enterprise information
technology needs
CS&T will collaborate to develop and regulate
university IT standards based on industry best
practices
CS&T will provide cost effective solutions that maximize value for the university community
• Customer Satisfaction• Innovative Solutions• SLA’s Implemented• Request Fulfillment
• Current State ARS• Capability & Capacity
• Standards, Policies & Procedures Implemented
• On-Campus Technology Sales
• Economies of Scale
3. How Did We Get There? – D. KPI’s
CS&T Strategy Articulation
12June 2006
3. How Did We Get There? – D. KPI’s
1) Days to Hire 13) Innovative Solutions Implemented 2) Preferred Qualified Candidates 14) Request Scope Alignment 3) Interviews Offered 15) Availability 4) Interviews Conducted 16) Reliability5) National Salary Comparison 17) Scalability6) Florida Salary Comparison 18) On Campus Technology Sales7) Regional Salary Comparison 19) Campus IT Spend per UOS8) UCF Salary Comparison 20) Capability to Fulfill Request 9) Employee Training 21) Capacity to Fulfill Request 10) Certifications 22) Service Level Performance11) Certification Maintenance 23) SPP Performance12) Customer Satisfaction
CS&T Strategy Articulation
13June 2006
Employee
3. How Did We Get There? – KPI Dashboard
Days to Hire
Service ARS SPPCost
Effective
L K J L K
CustomerEmployee
Current Target StatusAverage Days to Hire 114 70 LPreferred Qualified Candidates 20% 60% LInterviews Offered 30% 60% LInterviews Conducted 50% 90% LNational Salary Comparison 60% 100% LFlorida Salary Comparison 70% 100% LRegional Salary Comparison 80% 100% KUCF Salary Comparison 96% 100% JEmployee Training 60% 100% LCertifications 40% 100% LCertification Maintenance 80% 100% K
LEmployee
Current Target StatusRelationship Management 105 70 LDelivery Management 82 70 KComputer Stores and Labs 138 70 LPMO 0 70 JAverage Days to Hire 114 70 L
CS&T Strategy Articulation
15June 2006
Dri
vers
VisionCS&T will be the recognized leader for high quality and
innovative Enterprise Information Technology solutions that support and enhance the UCF community
Values- Excellence - Integrity- Leadership - Strategic- Work Ethic - Creativity- Professionalism- Standards Based
MissionCS&T develops and maintains enterprise
computing and communications services for
the UCF community
Mar
ket
Dif
fere
nti
ato
rs
Employee Related:Collegial Environment,Benefits, Job Security
Challenging Work Environment, Training,
Advancement &Leadership
Str
ateg
icO
bje
ctiv
esK
PI’
sC
riti
cal
Pro
cess
es
CS&T will be the preferred work
environment for innovative IT professionals
• Recruiting Response• Salary Comparison• Training Received• Certifications
• Recruiting Tracking• Training Tracking• Certification Tracking
Customer Related
Customer Service Capabilities Standards Cost
CS&T will provide outstanding service in response to customer
needs
CS&T will provide available, reliable, and scalable infrastructure products and services
that support UCF’s enterprise information
technology needs
CS&T will collaborate to develop and regulate
university IT standards based on industry best
practices
CS&T will provide cost effective solutions that maximize value for the university community
• Customer Satisfaction• Innovative Solutions• SLA’s Implemented• Request Fulfillment
• Current State ARS• Capability & Capacity
• Standards, Policies & Procedures Implemented
• On-Campus Technology Sales
• Economies of Scale
• Demand Management*• Solution Tracking• SLA Management*• Customer Survey
• Delivery Management*• Enterprise Services
Forecasting & Planning*• Technology Refresh• Sourcing
• Technology Policy & Procedures Management
• Exception Management
• Financial Planning*• Investment Strategy• Budget Management:
• Cost Tracking• Time Tracking
CS&T Strategy Articulation
16June 2006
4. Future State Organizational Design
CS&T Director
Relationship Mgt Delivery Mgt PMO
CS&T Finance
Computer Store &Labs
AdministrationRelationship Mgt
College & FacultyRelationship Mgt
Service DeskData Center
Svc Product Mgt
NetworkSvc Product Mgt
Tele-dataSvc Product Mgt
ApplicationDevelopment &Maintenance
Computer Store
AcademicComputing Labs
Student Relationship Mgt
Incident MgtService Request MgtChange Mgt
Financial MgtSupplier Mgt
CS&T Director
Relationship Mgt Delivery Mgt PMO
CS&T Finance
Computer Store &Labs
AdministrationRelationship Mgt
College & FacultyRelationship Mgt
Service DeskData Center
Svc Product Mgt
NetworkSvc Product Mgt
Tele-dataSvc Product Mgt
ApplicationDevelopment &Maintenance
Computer Store
AcademicComputing Labs
Student Relationship Mgt
Incident MgtService Request MgtChange Mgt
Financial MgtSupplier Mgt
PlanningPerformance
ReportingProcess
ImprovementProject MgtProgram Mgt
Service Delivery MgtRelease MgtConfiguration MgtCapacity MgtAvailability MgtProblem Mgt
Applications Mgt
Security MgtService Continuity Mgt
Note: Italicized text lists key related ITIL-standard process areas for each functional service responsibility
Relationship Mgt
CS&T Strategy Articulation
17June 2006
START
METRICS & PERFORMANCE MANAGEMENT TRACK
ORGANIZATION TRANSFORMATION TRACK
COMMON PROCESSES DEFINITION TRACK
CAPABILITY & STANDARDS IMPROVEMENT TRACK
Qtr 1 Qtr 2 Qtr 3 Qtr 4 Year 2/Qtr 1
Post & fill Technology Service Mgr position
Finalize Phase 2 org design
Define & prioritize Customer groups
Complete SOP re-write
Implement KPI’s from Strategy Articulation
Revise / develop standards & capabilities to close gaps against Services / SLAs
Implement Phase 2 organization design Implement Phase 3 /Final
organization design
Define & implement high priority Processes
Define Service Levels for S&T Service Catalog
Define SLA w/key Customers
Define performance objectives for departments & individuals
Implement performance management system
Implement annual standards & capabilities reviews
Inventory & assess standards & capabilities
Define CS&T Services/Service Catalog
Prioritize common processes for definition
5. Implementation Roadmap
CS&T Strategy Articulation
19June 2006
Dri
vers
VisionCS&T will be the recognized leader for high quality and
innovative Enterprise Information Technology solutions that support and enhance the UCF community
Values- Excellence - Integrity- Leadership - Strategic- Work Ethic - Creativity- Professionalism- Standards Based
MissionCS&T develops and maintains enterprise
computing and communications services for
the UCF community
Mar
ket
Dif
fere
nti
ato
rs
Employee Related:Collegial Environment,Benefits, Job Security
Challenging Work Environment, Training,
Advancement &Leadership
Str
ateg
icO
bje
ctiv
esK
PI’
sC
riti
cal
Pro
cess
es
CS&T will be the preferred work
environment for innovative IT professionals
• Recruiting Response• Salary Comparison• Training Received• Certifications
• Recruiting Tracking• Training Tracking• Certification Tracking
Customer Related
Customer Service Capabilities Standards Cost
CS&T will provide outstanding service in response to customer
needs
CS&T will provide available, reliable, and scalable infrastructure products and services
that support UCF’s enterprise information
technology needs
CS&T will collaborate to develop and regulate
university IT standards based on industry best
practices
CS&T will provide cost effective solutions that maximize value for the university community
• Customer Satisfaction• Innovative Solutions• SLA’s Implemented• Request Fulfillment
• Current State ARS• Capability & Capacity
• Standards, Policies & Procedures Implemented
• On-Campus Technology Sales
• Economies of Scale
• Demand Management*• Solution Tracking• SLA Management*• Customer Survey
• Delivery Management*• Enterprise Services
Forecasting & Planning*• Technology Refresh• Sourcing
• Technology Policy & Procedures Management
• Exception Management
• Financial Planning*• Investment Strategy• Budget Management:
• Cost Tracking• Time Tracking