Joel Manfredo, Chief Technology Officer of the County Executive Office Information Technology for the County of Orange, gave this presentation at Pepperdine University’s free conference, “From Information Systems to Innovation Systems: Establishing the Next Generation Information Systems Department,” on Wednesday, October 12, 2011. The conference was sponsored by the Center for Applied Research at Pepperdine's Graziadio School of Business and Management
35. Phases of the Journey Method - Plan, Implement, Absorb, Measure Phase 1: ITSM Training April 2009 DISC (Soft Skills) Training May 2009 Capacity Management May 2009 Availability Management June 2009 Resource Planning June 2009 Project Prioritization June 2009 Phase 2: Network & Platform Services Reorganization October 2009 Service Design Package November 2009 Monthly MAP meetings March 2010 Phase 3:Marketing Brochure (Mini Service Catalog) October 2010 Service Desk re-implementation December 2010 Phase 4: Network Operations Center January 2011 ITSM Full Suite (BMC – “AMP”) March 2011 Phase 5: Re-benchmark AIMM July 2011 Service Catalog October 2011 ITSM Reorganization Future Service Level Management Future Further Automate Capacity & Availability Future Today
40. Demand, Supply & IT Governance AIMM (HP) Report 34 ACS Program Executive hired Ticket Aging Process Communication Team Formed Resource Planning Performance Audit Report County Connection: OCDC Project Prioritization Service request turnaround improvements (100%) Incidents – from over 5 days to 1 Not a single failed non-standard RFC Not a single Service Level Breach Data Center Tour Tech Fest (DISC)
41. Driving Continuous Improvements Phase 4 Phase 5 2011 Method Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec ITSM based Reorganization ITSM Integrated Suite Launch – FULL SUITE (CMDB, Change, Release…) Plan Service Catalog MSB Planning Success Customer Survey (Jul – Dec 10) Implement IT Service Management Path to Maturity Absorb Service Level Management AIMM (HP) Report 10 Network Operations Center Launched Measure Application Monitoring Virtual Server Farm Replacement
54. Demand, Supply & IT Governance AIMM (HP) Report 34 ACS Program Executive hired Ticket Aging Process Communication Team Formed Resource Planning Performance Audit Report County Connection: OCDC Project Prioritization Service request turnaround improvements (100%) Incidents – from over 5 days to 1 Not a single failed non-standard RFC Not a single Service Level Breach Data Center Tour Tech Fest (DISC)
55. ITSM Organizational Design Phase 2: Reorganization of NPS ASG IRM Process Security NPS OPS TSD PMO BA Plan & Design Build & Transition Operate & Maintain
63. Demand, Supply & IT Governance AIMM (HP) Report 34 ACS Program Executive hired Ticket Aging Process Communication Team Formed Resource Planning Performance Audit Report County Connection: OCDC Project Prioritization Service request turnaround improvements (100%) Incidents – from over 5 days to 1 Not a single failed non-standard RFC Not a single Service Level Breach Data Center Tour Tech Fest (DISC)
72. Driving Continuous Improvements Phase 4 2011 Method Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec ITSM based Reorganization ITSM Integrated Suite Launch – FULL SUITE (CMDB, Change, Release…) Plan Service Catalog MSB Planning Success Customer Survey (Jul – Dec 10) Implement IT Service Management Path to Maturity Absorb Service Level Management AIMM (HP) Report 10 Network Operations Center Launched Measure Application Monitoring Virtual Server Farm Replacement
85. Driving Continuous Improvements Phase 5 2011 Method Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec ITSM based Reorganization ITSM Integrated Suite Launch – FULL SUITE (CMDB, Change, Release…) Plan Service Catalog MSB Planning Success Customer Survey (Jul – Dec 10) Implement IT Service Management Path to Maturity Absorb Service Level Management AIMM (HP) Report 10 Network Operations Center Launched Measure Application Monitoring Virtual Server Farm Replacement
87. Extend ITSM Based Organization Move the Plan & Design Group and the Build & Transition Group “up”
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89. Conclusions & Lessons Learned Financial distress clouds have their silver linings in IT environments. Working together in the face of a single galvanizing event Speak with “one voice” It Takes an IT mojo-driven strategy to implement sustained continued improvements in financial distress. Courage and consistency; buy-in Incremental changes (process, organizational), planning and soft skills provided results New leadership can ignite IT Mojo. Common goals Common messages Establish a drumbeat to pace the changes and measure visibly and consistently. Messaging consistency Allow the organization to digest changes Establish key measurements of the categories shown in the customer surveys. Report on them Make sure everyone knows what’s being measured Establish a consistent program of accountability . Report on them Make sure everyone knows what’s being measured 7. Benchmark the organization before commencing the journey.