transforming eits into a customer-focused performance driven
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THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS Planning & Decision Support
Transforming EITS into a Customer-Focused Performance Driven Organization
Customer ServiceDelivering Excellence
AccountabilityContinuous Improvement
Empowerment
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
• Information Technology Planning and Decision Support – Mission, Role, and Initiatives
• ITPDS Value Add to OCIO/EITS and UGA• Empowering an Organization• EITS Performance Maturity Model
Agenda
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
ITPDS Mission, Roles, and Initiatives
Mission:
• Leadership in IT Planning • Facilitation of a Performance-Based IT Environment
Roles:• Facilitate and support a planned and an empowered service delivery
environment.• Focus: Customer Value and Operational effectiveness• Areas of Focus:
– Resource and capacity planning– Performance Measurement and Analysis– Portfolio Management
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
ITPDS Mission, Roles, and InitiativesInitiatives:
• Capacity Management– Develop environment that can identify capacity management metrics for IT planning
• Process Excellence– Develop key EITS core systems/server processes and statistically evaluate efficiency, effectiveness, and
capability
• Performance-Based and Quality Culture Migration– Migrate the OCIO/EITS into a performance-based, quality, culture.
• Asset Management– the Legal licensure and distribution of software, the right people in the right jobs, skills assessments/inventory,
hardware and data management.
• Research and Strategic Planning Support
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
ITPDS Value Add
• UGA • OCIO/EITS
EnhancedEfficiency
Increased Cost
Savings
Improved Customer
Service
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS Planning & Decision Support
Alignment
Assessment
Standards
Process Improvement
Compliance
Organizational Maturity
Service Management
Service Cost
Empowering an Organization: Framing a Strategy
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
• ADD Organizational Value by:
– Continuous Improvement
– Innovation
Empowering an OrganizationPurpose of Implementing Change
Reactive Proactive
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Two Guiding Principles
1. Focus on Service and Business Performance Improvement
2. Put in Place Just Enough Process
Empowering an OrganizationGuiding Principles in Implementing Change
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS Planning & Decision Support
EITS Performance Maturity Model
Customer ServiceDelivering Excellence
AccountabilityContinuous Improvement
Empowerment
Customer-Focused Culture
Customer-Focused Culture
Organizational DiagnosisOrganizational Diagnosis
Customer Focused CultureBalanced ScorecardPrioritizing Initiatives
Customer Focused CultureBalanced ScorecardPrioritizing Initiatives
Organizational Governance
Organizational Governance Continuous Improvement
Performance DashboardsContinuous ImprovementPerformance Dashboards
Value AddPrioritizing Initiatives
Value AddPrioritizing Initiatives
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Maturity Level 1 Maturity Level 2 Maturity Level 3 Maturity Level 4 Maturity Level 5
Initial
BaselineManaged Defined
Quantitatively
ManagedOptimizing
CompetitivenessCompetitiveness
LeverageLeverage• Full enterprise integration
Optimize Delivery
EffectivenessEffectiveness• Strategic direction is based on data-driven decision
Efficiency/Efficiency/
DefinitionDefinition
• Repeatable work efforts•Integration of industry standards
• Identification of standards processes for service, projects, and internal operations
ReactiveReactive ProactiveProactive
EITS Performance Maturity Model
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
1. Operational IT Process Performance
2. Alignment and Prioritization with UGA Goals and Objectives
3. IT Project Management
4. Core IT Service Delivery
5. Quality Assurance and Assessment
6. Budget Management and Stewardship
7. Learning Organization
8. Resource Planning and Forecasting with Staff
9. Resource Planning and Forecasting Infrastructure
9 C
ateg
orie
sEITS Performance Maturity Model
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS Performance Maturity Model 1. Operational IT Process Performance
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS Performance Maturity Model2. Alignment and Prioritization with UGA Goals and
Objectives• OCIO/EITS Strategic Planning Website
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS Performance Maturity Model 2. Alignment and Prioritization with UGA Goals and
Objectives
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS Performance Maturity Model 2. Alignment and Prioritization with UGA Goals and
Objectives
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
EITS Performance Maturity Model 2. Alignment and Prioritization with UGA Goals and
Objectives
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Key Points To Remember• Mission
– Leadership in IT Planning – Facilitation of a Performance-Based IT Environment
• Information– OCIO/EITS Strategic Planning Website
• http://eits.uga.edu/planningCycle/
– ITPDS Website• http://eits.uga.edu/planning
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Questions
THE UNIVERSITY OF GEORGIATHE UNIVERSITY OF GEORGIA
Office of the Chief Information OfficerEnterprise Information Technology Services
Contact Information Information Technology Planning and Decision Support
• Greg Topp: [email protected]
• Lynn Latimer: [email protected]