university conference - 2006 office of information technology 2006 university conference
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University Conference - 2006
Office ofInformation Technology2006 University Conference
University Conference - 2006
My House is a House of OrderErnie Nielsen2006 University ConferenceAugust 30, 2006
University Conference - 2006
The Four R’s of BYU OIT Culture
Customer Orientation
“Responsive”
Quality Orientation
“Reliable”
Employee Orientation
“Respectful”
Process Orientation
“Responsible”
University Conference - 2006
Respect . . .
. . . each person in OIT for working to accomplish their assigned stewardship, even if we don’t understand it
. . . each person’s desire to increase their stewardship to honor the trust and bring more value
. . . each person’s desire and ability to resolve issues . . . each person’s accomplishments and contributions
“For I will have respect unto you, and make you fruitful, and multiply you, and establish my covenant with you.”
University Conference - 2006
The Four R’s of BYU OIT Culture
Customer Orientation
“Responsive”
Quality Orientation
“Reliable”
Employee Orientation
“Respectful”
Process Orientation
“Responsible”
University Conference - 2006
Underlying Philosophies of Being Responsible - Why Process?
“It is our responsibility to know our jobs and do them with the greatest efficiency. We are consuming sacred funds.”
President Cecil O. Samuelson
“Organize yourselves; prepare every needful thing; and establish a house, even a house of learning….a house of order, a house of God.”
Doctrine and Covenants 88:119 and 109:8
“a systematic series of actions directed to some end: ”Webster’s Dictionary
“a continuous action, operation, or series of changes taking place in a definite manner: ”
Webster’s Dictionary
University Conference - 2006
Value of Process, as cited by the Dyer Institute
Processes guide the participants to an outcome without restricting applicable expertise
Processes engender an environment of creativity in the participants’ area(s) of expertise
In the absence of process, participants often become unfocused from their areas of expertise as they compensate for the lack of structural guidance
University Conference - 2006
Qualities of a Productive Process Step-by-step
Shows what’s been done and what is left to do Facilitates a participant’s entry into the process at any time
Iterative Allows for revisiting prior steps at any time, as new information is
gathered or new outcomes are defined Understands the repeating nature of business
Self-correcting As iteration occurs, the outcome becomes more reliable Presents opportunity to review outcomes
Scalable The same process can be used for large or small efforts Steps are not deleted, rather rigor is adjusted on each step
University Conference - 2006
Two Examples of Process The creation of the world, as recorded in Moses
All things were created spiritually before they were created physically
We strategize and plan before we build and operateThe world, as a whole, was built one step at a time, not all
at onceEach person accepted and performed His role
University Conference - 2006
IT Governance Process Interface Map
Operate ImplementStrategize
Operations &
CustomerSupport
OIT Strategy &EnterpriseArchitecture
ProjectPortfolio
Management
Enterprise Account
Management &
ProductManagement
DevelopmentLifecycles
ProjectManagement
University Conference - 2006
The Double Focus of Process The process leader
The person responsible to facilitate the process steps, outcomes, and review
Presentation of metrics that report the “behaviors” and status of the process and its participants
The process participantAny person who is involved, in whole or in part, during the
process stepsAny person whose expertise and skills are applied to the
outcomes
University Conference - 2006
Two Examples of Process The creation of the world, as recorded in Moses
All things were created spiritually before they were created physically
We strategize and plan before we build and operateThe world, as a whole, was built one step at a time, not all
at onceEach person accepted and performed His role
Music!
University Conference - 2006
The Process Leader Provides Focus
Focus
Ictus
11
12
14
18
116
132
44
Measure
(beats in a measure)(quarter note gets one beat)44(beats in a measure)
(quarter note gets one beat)34
34
(beats in a measure)(half note gets one beat)22
38
22
(beats in a measure)(eighth note gets one beat)38
University Conference - 2006
The Process of Music Gets Everyone to the End Together!
The outcome is beautiful (quality), well organized, predictable, and consistent.
University Conference - 2006
My House is a House of OrderErnie Nielsen2006 University ConferenceAugust 30, 2006
University Conference - 2006
Office ofInformation TechnologyWorking together to achieve great things
Richard MaughanManaging Director of Development
Brad StoneManaging Director of Operations and Support
University Conference - 2006
University Conference - 2006
Cooperation The first pieces were joined in the winter of 1998,
when a U.S. crew used a Canadian crane to connect a Russian control module to a U.S. docking port.
University Conference - 2006
Cooperation “The International Space
Station is a wonderful example of cooperation among nations, all of whom have the future of our planet at heart. More and more we realize that we are all interlinked, all interdependent.”
~ Nelson Mandela Nobel Peace Laureate
University Conference - 2006
Cooperation We can similarly cooperate to achieve great things.
University Conference - 2006
Our Common Goals Operations & Support and Development are
announcing two common goals.
Increase AvailabilityAchieve Operating Level Agreement Goals
University Conference - 2006
Our Common Goals Availability
University Conference - 2006
Our Common Goals Availability
Our customers expect our Products and Services to be available when they want to use them.
University Conference - 2006
Our Common Goals Availability
Measured from the Customer’s point of view Initially focus on Products with:
High Impact (lots of people use them) High Urgency (large disruption of University business)
•Aim
•BlackBoard 6
•BYU Home Page
•Financial Aid (VIP)
•Human Resources and Payroll
•Long Distance
•Open Access Computer Lab
•Phones – Campus
•Power
•Route Y
•TEC Room
•Wired Network Access
•Wireless Network Access
University Conference - 2006
Our Common Goals Availability
Un-Availability means that “a significant part of the Product is not working properly” May be partially functioning
Ways of measuring Technical Component Monitoring Major Incident Tickets & Changes End-to-end Robots
Availability = Hours actually available
Hours possibly available
University Conference - 2006
Our Common Goals Availability
Development: Design the attributes of availability into our Products. Plan for Changes that minimize down time.
Operations and Support: Efficient coordination of Major Incidents. Provide support for Changes to minimize down time.
University Conference - 2006
Our Common Goals Availability
Current measure:
Where should we be:
Our goal:
92%
95%
100%
University Conference - 2006
Our Common Goals Operating Level Agreement
Our customers expect us to react responsibly to their requests.
University Conference - 2006
Our Common Goals
Determining Priority
Urgency
Impact
Critical High Med Low
Multiple Dept, Buildings, or High Visibility (>31)
1 1 2 3
Single Dept, Class, or VIP (5-30) 1 2 3 4
Users – One to Several Users (1-4) 2 3 3 4
Maintenance – Planned outage during maintenance period*
4 4 4 4
University Conference - 2006
Our Common GoalsPriority 1 – Critical Priority 2 – High Priority 3 – Normal Priority 4 – Low Priority
Expected Resolution Time
90% resolved in 4 clock hours – when not, contingency or resolution plan required by 4 hours
90% resolved in 8 Business Hours - when not, contingency or resolution plan required by 8 hours
80% resolved in 16 Business Hours – when not, resolution plan required by 16 hours
70% resolved in 5 business days - when not, resolution plan required by 5 business days.
Work Effort of Assigned Group to Resolve
24/7 effort until incident is resolved
Continuous business hours effort until incident is resolvedMay require extended work hours including weekends and holidays
Reasonable business hour effort, prioritized within all assigned work until incident is resolved
Reasonable business hour effort, prioritized within all assigned work until incident is resolved
Expected Incident Record Updates / Communication between technical teams Ticket assignee is responsible
Once per hour Every 4 Business Hours on Assigned Work Days
Once Every Business Day
Weekly
University Conference - 2006
40%
50%
60%
70%
80%
90%
100%
May June July August
Priority 1
Priority 2
Priority 3
40%
50%
60%
70%
80%
90%
100%
May June July August
Priority 1
40%
50%
60%
70%
80%
90%
100%
May June July August
Priority 1
Priority 2
Our Common Goals Operating Level Agreement
Goal
Goal
Goal
University Conference - 2006
Our Common Goals Availability Operating Level Agreement
University Conference - 2006
Operations and Support Goals
University Conference - 2006
Operations and Support Goals Escalation is bad!
Operations & Support announces two goals:
Increase First Call Resolution RateEstablish a Standard Order Fulfillment Process
University Conference - 2006
Operations and Support Goals Increase First Call Resolution Rate
Our customers expect us to resolve their issues quickly and are very happy when we do so before they hang up the phone on their first call.
Every time a request is escalated, it takes us much longer to resolve: Requires us to return a call to the customer Delays caused by hand-offs We sometimes require the Customer to repeat their whole story
Every time a request is escalated, it becomes much more expensive.
University Conference - 2006
Operations and Support Goals Increase First Call Resolution Rate
Current measure:
Our goal:
60%
70%
University Conference - 2006
Operations and Support Goals Standard Order Fulfillment Process
We have many different order processes and ways to track orders
By refining our Order Fulfillment Process, we can We can more easily track our orders We can measure and reduce the time it takes to fulfill orders We can measure and reduce the errors in our orders Our customers can track their own orders
University Conference - 2006
Ord
er P
roce
ssin
g T
ool
1 - Pre-order consultation
2 - Gather info from customer
5 - Deliver the product to the customer
7 - Followup - Customer Satisfaction
3 - Order Verification
4 - Assemble Product
6 - Documentation
University Conference - 2006
Operations and Support Goals Standard Order Fulfillment Process
Measured by the number of Products that follow the standard
Current measure:
Our goal:
0%
50%
University Conference - 2006
Development Goals
University Conference - 2006
Development Goals Reduce Maintenance Burden
Maintenance adds additional costsMaintenance reduces our opportunity to build new
We each need to be involved in reducing maintenanceBetter conceptBetter designBetter buildBetter implementationBetter process
University Conference - 2006
Development Goals Reduce Defects Presented to the Customer
Defects undermine availabilityMeasured by defects seen by our customer at any point in
time during any phase of our work
All Hands effort to overcomeMany ways to improveEach of us contributes to either the problem or to the
solutionMeasured by running count over time
University Conference - 2006
Summary Our Common Goals
Increase Availability from 92% to 95%Operating Level Agreement
Operations and Support Goals Increase First Call Resolution from 60% to 70%Standard Order Fulfillment Process for 50% of our
Products
Development GoalsBuild for AvailabilityReduce Maintenance Preformed by Development by 10%Reduce Defects Presented to the Customer
University Conference - 2006
Summary
University Conference - 2006
Office ofInformation Technology2006 University Conference