Framework for ActionBuilding A World-Class IT Department

Odom’s Tennessee Pride Values

TrustHonesty

Personal IntegrityMutual Respect

Open MindednessEthical Behavior

Odom’s Tennessee Pride Mission

Dedicated to delighting customers with products and

services

Odom’s Tennessee Pride Vision

To be recognized as the leader in changing the industry

through technology

IT Division Goals

Outstanding Customer Service

Comprehensive Stewardship

Professional Development

Customer

Service

Stewardship

ProfessionalDevelopment

Outstanding Customer Service

What do our “customers” want? Systems Availability Responsiveness Quality of Work Proactive Solutions

Comprehensive Stewardship

Protection of IT Assets Iterative Planning Processes Personal Responsibility

Professional Development

Realistic Assessment of Objectives Planning the Work Working the Plan Personal Development

Outstanding Customer Service

1. Systems Availability Maintaining “Up Time” on Servers

Rotational Replacement 3-4 years on critical servers

Planned & Tested Upgrades Understand the impact

Planning the Bandwidth Proactive Capacity Expansion

Outstanding Customer Service

1. Responsiveness Begins with Availability & Accessibility Maintained Through Communication &

Feedback With Users With IT Team

Quick request toresponse cycle time

Outstanding Customer Service

1. Quality of Work Know Your Systems – Become the Expert Suggest Better Methods Where

Appropriate Ask for Help Share Your Successes

Outstanding Customer Service

1. Proactive Solutions Look For Opportunities To Improve

Processes If Something Needs

Fixing — Fix It orNotify Supervisor

Learn What Your Customer Does, How They Work

Comprehensive Stewardship

1. Protection of IT Assets Identification of Assets & Potential

Risk(s) due to loss of use of the asset Our IT Personnel are Assets

Publish a Backup/Protection Plan Test the Plan Implement the Plan Test the Plan

Comprehensive Stewardship

1. Iterative Planning Processes Achieve Incremental, Measurable

Improvement Year-by-Year, Month-by-Month, Week-by-Week

100% Participation in The Process Visibility To All

Comprehensive Stewardship

1. Personal Responsibility We are collectively and individually

charged with being stewards of our IT assets.

Comprehensive, tested procedural documentation

One of our non-replaceable assets is our time.

Professional Development

1. Realistic Assessment of Objectives Objectives Need To Be Specific They can be classified as long-term

(over 2 years), medium-term (1-2 years), short-term (< 1 year) and immediate (< 1 month)

They will change over time

Professional Development

1. Planning the Work – How do I accomplish my objectives?

Prioritize Schedule Objectives = Projects Projects involve one or more tasks Tasks and be planned, worked &

completed

Professional Development

1. Working the Plan What are my current projects? What tasks did I work on today to

make progress on my projects? What roadblocks do I have that are

impeding my progress? Progress Reporting

Professional Development

1. Personal Development What can I do to improve my

performance? (habits, processes, time management)

What do I need to learn? Am I allocating time to my own

education?

Keys to Success