breaking down silos through it governance (166249931)
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7/30/2019 Breaking Down Silos through IT Governance (166249931)
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Breaking
Down
SilosThrough
IT Governance
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• PM Cohort gathered
─ Representatives from each area of our department
─ Tasked with:
• Defining the process
• Find a project management tool
─ Criteria
─ Potential vendors
• Individual meetings with team members
Getting Started - Sept 2011
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• Priorities
─ All requests in central repository
─ Request details / documentation
─ Determine process / checklist
─ Time to complete a request
• Over 300 requests -a few over 10 years old
• Project management tool
Getting Started – First Steps
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Project Level Definition Project Manager Documentation Required
True Emergency A client is dead in the water because of some
issue/problem and cannot serve their clients in a
timely manner.
Team Coordinator / Development
Member
Entry in project request
system. Depending on severity
of issue, this can take place
after the fact.
Routine Maintenance Recurring events, such as 20th day processing or fiscalyear end processing (assuming there aren’t a lot of
new changes).
Team Coordinator or designate Entry in project request system
Bug Fix Something that is truly not working correctly, not
changing the way something works.
Team Coordinator or designate Entry in project request system
Research Requests to help gather information, look at
potential products and/or will involve no
programming time. (Project could be labeled as highor complex.)
Team Coordinator or designate Entry in project request system
Weekly meetings are
advisable for large researchprojects.
Low Level < 1 week of 1 resource* (plus possible SME time as
needed)
Team Coordinator or designate Entry in project request system
Medium Level > 1 week < 1 month
Low Visibility
Minimal draw from various management teams
Barbara and/or Team Coordinator Project Statement Form - Short
(Sections C, D and F)
High Level some 3rd Party Installation
1 month to 6 months duration
Medium to High Visibility
Minimal crossing of Univ Divisions as clients possible
Barbara or Leadership Member
(could possibly be partially or
fully delegated to Team
Coordinators or other senior
staff)
Project Statement Form
Would require a weekly
scheduled meeting
Complex Level most 3rd Party Installation
> 6 months duration
Major crossing of University Divisions of clients
High to Very High Visibility
Barbara or Leadership Member Project Statement Form (size
might require completing state
documentation)
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• How much development/support time would be needed?
• Non-production time
• Made best guess estimates
• Logging actual time
─ On-going challenge
• Projections vs. Actual
Resource Management
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• Process with modifications was working
• Determined our priorities
• Developed a rubric with required and desired criteria
• RFP• Various demos, discussions, etc.
• Purchased TeamDynamix in Fall 2012
Project Management Tool
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• Started simple
• Defining workflows, processes, etc.
• Evaluating and moving all existing requests
• TD used by all development/support staff • Rolling out to clients
Where we are now
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• Campus administration reporting
• Portfolio management
• All campus users interact with the system
• Roll out additional functionality
• Move help desk support?
Future Plans
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Industry Trends
Project, Portfolio and Service Management
Software Built for Higher Education
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TeamDynamixHE Mission
“To enable college and university IT organizations to
achieve their business objectives through products and
services that foster operational excellence and exceed
expectations”
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Client Sample
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Industry Pain:
Budgetary Challenges
Project, Portfolio and Service Management
Software Built for Higher Education
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The CIO’s Environment: 1999-2012
InnovationBudget(Projects)
Project Demand
CIO
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Business Overview
Budget Budget needed to
meet demands<
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Industry Pain:
Perceived Value Challenges
Project, Portfolio and Service Management
Software Built for Higher Education
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“I just don’t know whatthey do with $10M per
year” ApplicationManagement
LearningManagemen
tSystem
(LMS)
Student
Information
System(SIS)
ContentManagemen
tSystem(CMS)
FacilitiesManagemen
tSystem
CustomDevelopmen
t
InfrastructureManagement
Servers
Networks
Security
Telephony
Application
Hosting
A/VEquipment
SupportServices
StudentHelpdesk
Faculty
HelpDesk
PC/Phone
Mgmt.
AdminServices
Compliance
ProjectServices(PMO)
Security
Stakeholders often have a limitedframe of reference and don’t
understand the full scope of IT work
Problem 1: Stakeholders Have Limited Visibility
Limited Understanding
Limited Understanding
#EDU12 @TeamDynamixHE Stakeholders have limited visibility into IT, so they can’t fully understand resource and budget constr aints
P bl 2 S k h ld Fi d IT Diffi l E
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“I don’t know how to requesta new report. I guess I’ll emailmy friend Ken. He’ll handle it.”
“I email requests to IT but neverknow what happens to them. It’sfrustrating.”
“I need a new laptop. Who do I talkto? It’s hard to deal with IT. It willprobably take forever to get itanyway.”
“For an applications project I email aword doc request. For a hosting requestI go to a web site, and for an AV need I
submit a ticket. What happens to all of my requests, and how do I check ontheir status?
Conversations
Service Desk
Web forms
Docs
President
Deans
Researchers
Faculty
Problem 2: Stakeholders Find IT Difficult to Engage
#EDU12 @TeamDynamixHE Stakeholders are confused about HOW to engage IT, as the process often varies for different services
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Industry Pain:
Work Management Silos
Project, Portfolio and Service Management
Software Built for Higher Education
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IT
#EDU12 Too many tracking tools and request channels necessitates massive amounts of manual reporting, making decision-making difficult
Making Confident Management Decisions is Difficult
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Industry Pain:
Work Management Silos in a Collaborative
World
Project, Portfolio and Service Management
Software Built for Higher Education
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Old Work Management Paradigm: Silos
Academic SystemsInfrastructureManagement
SupportServices
AdminSystems
.
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Changing Work Management Paradigms
AcademicSystems
InfrastructureManagement
SupportServices
AdminSystems
P j t P tf li d S i M t
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Project, Portfolio and Service Management
TDAnalysis Reporting
Web Services: Service-Oriented Architecture
Tickets
Work Request Fulfillment Streams
MyWork® Governance & Projects
Service Desk & Assets
Operations & Change Management
Productivity
TDMobile
TDCommunity
Work Requests
Service Catalog
Web Forms
Web Services
Routing
Logic
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» Identify and prioritize key pains (Tackle these first;
Leave the rest for later)
» Identify the MINIMUM amount of information and process
required to resolve key pains
» Identify processes and tools to gather and track the
minimum required information
Where to Begin
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Pain 1:
We can’t objectively demonstrate what we are doing and
how our work benefits stakeholders. Stakeholders’
understanding of the full scope of IT’s work is poor.
Impact:
Stakeholders don’t believe IT is well managed or efficient.
Internally it is difficult to make confident decisions without
understanding the moving parts.
Example: Key Pain Statements
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Pain 2:
We often accept work that we aren’t sure that we have the
capacity to complete because we have little data to help us
push back on untenable requests.
Impact:
Stakeholders don’t have faith that we will meet our
commitments. Resources are often overworked leading to
reduced quality and attrition. Requests pour in fromeverywhere.
Example: Key Pain Statements
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Dismantling Work Request Silos:
Make IT Easy to Engage
Project, Portfolio and Service Management
Software Built for Higher Education
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» Project request inventory with required resource effort
estimates by person and skillset (future/requestedcommitments)
MINIMUM Required Information-Example
Project Portfolio and Service Management
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Project, Portfolio and Service Management
.
TDAnalysis Reporting
Web Services: Service-Oriented Architecture
Tickets
Work Request Fulfillment Streams
MyWork® Governance & Projects
Service Desk & Assets
Operations & Change Management
Productivity
TDMobile
TDCommunity
Work Requests
Service Catalog
Web Forms
Web Services
Routing
Logic
Example Service Catalog
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.
Example Service Catalog
Catalog Item Request Example
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.
Catalog Item Request Example
Catalog Item Request Example
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.
Catalog Item Request Example
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Dismantling Work Management Silos:
Understanding and Managing the Moving
Parts
Project, Portfolio and Service Management
Software Built for Higher Education
Project Portfolio and Service Management
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Project, Portfolio and Service Management
TDAnalysis Reporting
Web Services: Service-Oriented Architecture
Tickets
Work Request Fulfillment Streams
MyWork® Governance & Projects
Service Desk & Assets
Operations & Change Management
Productivity
TDMobile
TDCommunity
Work Requests
Service Catalog
Web Forms
Web Services
Routing
Logic
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» Project inventory with start and end dates and basic
status (R/Y/G)
» Who is working on what, when, for about how much time
and employing which skill sets? (high level)
MINIMUM Required Information-Example
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R/Y/G Status With Timelines
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High Level Resource Allocations
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Management Tools
Project Portfolio and Service Management
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Project, Portfolio and Service Management
.
TDAnalysis Reporting
Web Services: Service-Oriented Architecture
Tickets
Work Request Fulfillment Streams
MyWork® Governance & Projects
Service Desk & Assets
Operations & Change Management
Productivity
TDMobile
TDCommunity
Work Requests
Service Catalog
Web Forms
Web Services
Routing
Logic
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» What % of each resources time is consumed by
operations work? (high level allocation)
» Consider tracking and workflow tools to improve
execution (automate “hand offs”)
MINIMUM Required Information-Example
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High Level Resource Allocations
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1. Design: IT Analysts
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2. Build & Test: Developers
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3. Build/Deploy: Infrastructure Specialists
Project Portfolio and Service Management
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Project, Portfolio and Service Management
.
TDAnalysis Reporting
Web Services: Service-Oriented Architecture
Tickets
Work Request Fulfillment Streams
MyWork® Governance & Projects
Service Desk & Assets
Operations & Change Management
Productivity
TDMobile
TDCommunity
Work Requests
Service Catalog
Web Forms
Web Services
Routing
Logic
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Productivity: Work Consolidation
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Dismantling Leadership Communication Silos:
Telling IT’s story… the whole story
Project, Portfolio and Service Management
Software Built for Higher Education
Project, Portfolio and Service Management
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Project, Portfolio and Service Management
.
TDAnalysis Reporting
Web Services: Service-Oriented Architecture
Tickets
Work Request Fulfillment Streams
MyWork® Governance & Projects
Service Desk & Assets
Operations & Change Management
Productivity
TDMobile
TDCommunity
Work Requests
Service Catalog
Web Forms
Web Services
Routing
Logic
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Reporting Example: Stakeholder Projects
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Questions?
Project, Portfolio and Service Management
Software Built for Higher Education
Barbara Herbert, PSU Andrew Graf, TeamDynamix