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The Genesis of the Idea Central IT organization leadership realizes it is facing a growing gap between service demands and performance/delivery capabilities. Central IT organization leadership realizes it is facing a growing gap between service demands and performance/delivery capabilities. Key issues revolved around knowledge management and supporting communications both within and between “communities of practice.” Key issues revolved around knowledge management and supporting communications both within and between “communities of practice.” Realized we were approaching 21 st century work with 19 th century (or worse!) tools. Realized we were approaching 21 st century work with 19 th century (or worse!) tools. Solution: We needed an “ERP” system that dealt with the objects in the CIO’s universe, and met the needs of IT professionals. Solution: We needed an “ERP” system that dealt with the objects in the CIO’s universe, and met the needs of IT professionals.
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Copyright Michael Dieckmann, Geissler Golding, Melanie Haveard
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Does the CIO need an ERP?
University of West FloridaInformation Technology Services
The Genesis of the Idea
• Central IT organization leadership realizes it is facing a Central IT organization leadership realizes it is facing a growing gap between service demands and growing gap between service demands and performance/delivery capabilities.performance/delivery capabilities.
• Key issues revolved around knowledge management and Key issues revolved around knowledge management and supporting communications both within and between supporting communications both within and between “communities of practice.”“communities of practice.”
• Realized we were approaching 21Realized we were approaching 21stst century work with 19 century work with 19thth century (or worse!) tools.century (or worse!) tools.
• Solution: We needed an “ERP” system that dealt with the Solution: We needed an “ERP” system that dealt with the objects in the CIO’s universe, and met the needs of IT objects in the CIO’s universe, and met the needs of IT professionals.professionals.
Concept: “The Collective”
Theme taken from the idea of the “shared mind” of the Borg on the Star TrekTM series.
We envisioned a system that would enable information to “find” the individuals to whom it was pertinent, and would facilitate capturing information and understanding currently locked in the heads of IT knowledge workers.
Functional Requirements
Capture Knowledge (internally and externally) Improve Work Processes
– Conducting projects– Deploying new infrastructure/services– Responding to service outages and other “alert” situations– Reporting to Human Resources (Objectives, Performance
Reviews, Accountability) Improve management of resources Improve communications (internally and externally) Provide an integration point for ITS tools (a “digital workbench for
ITS Staff)
Not to mention…
A system that is… Highly adaptable and extendable Generic and flexible Does everything we haven’t thought of yet!
Strategic Objective
Strategic Goal
Project
Equipment
Service
Project Wrap-Up
These are all objects.
Define attributes and collect information about it
Service Type: Enterprise
Audience: Faculty, Staff, Students
Availability: 24/7
Description: This service provides…
What can we do with an Object?
John
Sally
Bill
in the roles they perform.
John – Service Manager
Sally - Trainer
Bill - Developer
Associate people with it
What can we do with an Object?
Post journal entries and discussion threads on it
What can we do with an Object?
Guide its development through processes
What can we do with an Object?
Step 1: Acquire the serverStep 2: Install server in a rackStep 3: Provide power and network connectivity
….
Step 34: Put server in backup rotation
Post “Alerts” on it
What can we do with an Object?
Red Alert
The student e-mail service is currently down.
The direct contacts have been paged.
What can we do with an Object?Relate it to other objects
Strategic Objective
Strategic Goal
Gives the CIO an effective way to communicate direction to the department
Aligns projects and their requirements with established goals
1) Strategic Planning
<Demo>
Project
Gives us a view into what resources and time we have already committed
Radar helps us schedule the most important/urgent projects first
Helps us determine what resources we haveavailable for new projects
Places projects into the system so they become relevant to the right people at the right time
2) Project Scheduling
Equipment
Service
3) Project OversightKeeps us apprised of progress on projects via journals, notifications, agents, reports and alerts
Lets us ask questions (post in targeted threaded discussions) about any project in progress within the organization
Keeps us informed (agents) of missed deadlines/milestones or of missing information
Equipment
Service
4) Deployment of Infrastructure
Ties infrastructure deployment with our work-order system
Keeps us on track and helps us deploy in a repeatable fashion (with the right handoffs at the right time)
Provides us with checklists for data integrity
Allows us to post alerts on systems informing campus and our support center of service outages and maintenance/upgrades
Equipment
Service
5) Deployment of Services
Notifies our support center with sufficient lead time for assuming the support and training burden
Helps us repeat our service deployment the way we want it to work, closely coupled with the infrastructure deployment
Provides a consistent, centralized repository for all end-user and technical documentation
Strategic Goal
Project Wrap-Up
6) Reporting on GoalsProjects cannot be completed unless all services and equipment are successfully deployed
Ties us back to our original goals
Helps us compile “annual report” information from project entries already posted
Functional Requirements - implemented
Capture Knowledge (internally and externally) Improve Work Processes
– Conducting projects– Deploying new infrastructure/services– Responding to service outages and other “alert” situations– Reporting to Human Resources (Objectives, Performance
Reviews, Accountability) Improve management of resources Improve communications (internally and externally) Provide an integration point for ITS tools (a “digital workbench for
ITS Staff)
Resources
http://its.uwf.edu
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