ist town hall - june 20 introduction – mike langedock it transformation overview – mike...
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IST Town Hall - June 20 Introduction – Mike Langedock IT Transformation Overview – Mike Langedock IT Governance – Mike Langedock IT Organizational Design – Mario Lebar IT Service Management – K-L Holter IT Leadership Development – Doug Stoyko Closing – Mike Langedock. You at the U. - PowerPoint PPT PresentationTRANSCRIPT
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IST Town Hall - June 20
• Introduction – Mike Langedock• IT Transformation Overview – Mike Langedock• IT Governance – Mike Langedock• IT Organizational Design – Mario Lebar• IT Service Management – K-L Holter• IT Leadership Development – Doug Stoyko• Closing – Mike Langedock
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You at the U
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Our transformation journey has begun.
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IT Transformation OverviewMike Langedock
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Why the IT Transformation?
Inadequate University-wide control over IT
Executive want greater involvement in IT direction,
priorities, decisions
Drivers for change
No University-wide IT plan
No University-wide view on total IT investments and
priorities
No formal governance
Ambiguity of roles and authorities for IT
management
Growing imbalance between demand on IT resources and budgets
and supply
Client expectations for IT are high
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The vision of IT at the University
• A university IT plan that is aligned with and enables the university’s strategic and business priorities.
• A consolidated view of IT investments on which the university can set priorities and measure return.
• Clarity on university-wide IT mandates and authorities among central agencies, faculties and administrative units.
• All university IT advisory and governance processes aligned to strategy.
• IT is brought into an environment of control through formal governance processes where executive and business leaders have meaningful roles in IT decision-making and priority setting.
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How are we going to get there?
Secure Executive-level championship on the need to
transform
Bring University-wide IT into an environment of
formalized federation
Establish clarity on roles, responsibilities and authorities
for IT across the University
By instilling our ITCARE (Integrity Teamwork
Collaboration Accountability Respect Effectiveness =
ITCARE) into our day to day interactions.
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IT Transformation Program Streams
• Renewed University-wide IT Governance
• Realignment of IT Organization (org design)
• Implementation of IT Service Management (ITIL
processes)
• IT Leadership & Management Development
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IT Maturity Modelcurrent
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Program accomplishments to date
“What we heard” report
Established the Guiding Coalition
Developed a vision / core messaging
Staffed IT Transformation Program
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Mike LangedockExecutive Sponsor
Doug StoykoLeadership Development
K-L HolterIT Service Management
Mario LebarProgram Director / Org Design
Mike LangedockIT Governance
Program ManagerJeff Reitberger
IT Transformation Program Committee
Program CoordinatorNettie Rempel
Program Change ManagerDiana Huggins
Mario LebarProject Sponsor
TBDSenior Supplier
Jim KerrProject Manager
Brian KatchnoskiProject Manager
K-L HolterProject Sponsor
Christy PopBusiness Analyst
Tunde BalogunChange Manager
Mario LebarSenior Supplier
Doug StoykoSenior Supplier
Neil MarnochSenior User
Mike LangedockProject Sponsor
TBD Senior Supplier
Jim KerrProject Manager
Doug StoykoProject Sponsor
Stan AmaladasSenior Supplier
TBDProject Manager
Leadership Development
Service Management
Org Design IT Governance
Program Governance
Business Change SponsorsKeith McConnell
Jim Kelso
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IT Governance RenewalMike Langedock
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Are wedoing
the rightthings?
Are we doing them
the rightway?
Are wegetting
them donewell?
Are wegetting
thebenefits?
Ask Yourself
What is IT governance?
UniversityAlignment
Return onInvestment
Standards& Methods
Capability& Efficiency
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Why renew IT governance?
• IT gets aligned with the University’s priorities
• Better control / mitigation of IT related risks
• Reduce IT delivery time• Provide better service quality• Lower service costs
Resulting in….Increased stakeholder value
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What does it mean for us?
• Clear relationships/accountabilities
between Central IT/IST and Distributed
IT
• More effective prioritization of IT
projects coming into IST
• Alignment of our work with the strategic
direction of the University
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Project accomplishments to date
Continued stakeholder engagement
Proposed IT Governance structure
Established the new Executive-level committee (UITAC)
Initiated work on key measures of success
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What’s next?
• Communication and engagement
• Kick-off UITAC
• Update CIO job description
• Realign IT advisory committees
• Refresh mandates and authorities of
those committees
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IT Organizational Design UpdateMario Lebar
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Why are we changing the IT structure?
• The current structure does not align with the future vision of IT at the University
• It does not position us as a strategic partner • There is a lack of clarity around roles and
responsibilities between centralized and de-centralized IT
We must evolve our IT structure so we are more efficient and effective in our delivery of IT related services, and provide the University with a current, state-of-the-art, supporting vehicle
that will help it to achieve its vision of being a centre of excellence in the world of higher education.
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Project accomplishments to date
“What we heard” report
Making Sense Making Choices
Preferred models (three IT Models)
Review/ validate
Plan, Build, Run
Making Progress
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Federated with Plan-Build-Run Model
IT Governance
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What does it mean to us?
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What’s next?
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IT Service ManagementK-L Holter
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Why IT Service Management?
• We need to refashion how IT service delivery is provided to the University community.
• We need to be more efficient and effective in our delivery of services to our customers.
Collaboration
High Quality Service
Client Satisfaction
=
+
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ITSM Project Objectives
To plan, design, implement, and
transition selected IT Service
Management processes to
sustained operations.
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What does it mean for us?
Teamwork
Processes
Prioritize
Measure
ClientService
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A lot of work has been done on IT Service Management since
our last town hall so let’s celebrate some of our recent
achievements!
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Project accomplishments
Client satisfaction survey
Baseline maturity assessment
Integrated service desks
SLA’s and OLA’s for incident and request
Re-aligned incident and request process
Established agreed upon process guides
“Did you know” series
The Elevator Speech
And of course….
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Cherwell Upgrade
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Staff Support
We want to ensure that you are well prepared for the upgrade.
IST leadership and the project team is here to ensure that you are all successful!
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What’s next?
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IT Leadership Development UpdateDoug Stoyko
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Why leadership development?
We want to equip IST leaders and managers to embrace and deliver transformative
change.
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Leadership Dimensions and Competencies
Sound Administrative Practices
Effective Decision Making
Enhances Diversity& Inclusion
Demonstrates Integrity Builds Trust & Credibility
Fosters Team Accountability
Develops Others Builds Relationships
Producing Effective Results Leading Change Promotes Institutional Alignment
Enhances Emotional Intelligence
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Project accomplishments to date
Participated in 4 workshops:
Transformational Leadership: Leading Self & Others
Results-based Leadership: 5 Roles of Leadership
Relational Leadership: Cohesive, High-performing
Teams
Management Excellence: HR Management
IST Staff survey on leadership
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IST Leadership Behavior Survey
Invitations Sent Out 207Responses Received 151 (73%)Complete Responses 132 (87%)
Thank you to all those who completed the survey.
Survey is still open.
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• Facilitates through cultural differences, conflicts, and misunderstandings
• Commits to improvement in diversity, inclusion, and cultural competence
IST Leadership Behavior Survey
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Two most common responses
IST Leadership Behavior Survey
“Enhances Emotional Intelligence - Deals with conflict within their team with diplomacy, tact and a solution focus” – 89 responses
“Effective Decision Making - Makes sound decisions based on complex data, effectively balancing innovation, risk, and engagement” AND “Demonstrates Integrity - Acts in ways that are worthy of trust`` - 84 responses
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Two least common responses
IST Leadership Behavior Survey
“Effective Decision Making - Effective use of HR Handbook” – 3 responses
“Builds Relationships - Leads others through their emotional reactions (empathy)” – 6 responses
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What’s next?
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Demonstrates Integrity
Response Chart Percentage Count
Models ethical practice and congruency between espoused values and actions
44% 59
Acknowledges and learns from successes and mistakes
49% 66
Acts in ways that are worthy of trust
62% 84
Demonstrates personal responsibility as a member and a leader in a community
36% 48
Identifies and manages potential conflicts of interest
10% 13
Total Responses 135
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Upcoming workshops
Dimension Workshop Date
Engagement Social Intelligence and Leadership Sept. 18
Management Excellence
RWELP & Workplace Inclusion Sept. 18
Performance Management & Retention Oct. 23
Legal Concepts
Strategic Leadership
Systems Thinking Approach to Managing Complexity
Nov. 20
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ClosingMike Langedock
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What We Need From You:
• Focusing on the greater good – the need to take a University-wide perspective that is not bound by faculties, departments and domains.
• Two-way communication – the need to provide feedback and ask questions as we continue on the transformation.
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Your feedback is important to us!
• Share your feedback and questions
directly with your supervisor.
• Email your questions and feedback to
• Talk to someone on the IST
Transformation Program.