IST Townhall
10 December 2014
1
Agenda
• IT Governance Launch – Mike Langedock
• IT Service Management Update – K-L Holter
• Organization Design
– Design Constraints, Themes – Mario Lebar
– IST Straw Man – CIO & Directors
• Questions & Observations
• Next Steps & Close – Mike Langedock
2
IT Governance Launch
Mike Langedock
3
• January 20, 2015 –
official launch of
new investment
review process
• Invitation to submit
proposals for IT
projects
4
IT proposals for 2015-16
• Job #1 – complete the 2014-15 portfolio
• Upcoming (ranked) proposals to UITAC:
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1. IT Security Improvements
2. Implement new Identity & Access Management System
3. Classroom Technology Improvements – Stage 3
4. Wireless – Stage 4
5. DNS, DHCP, IPAM Management
6. Network Switch Improvements
7. TRC - Minisis Database
8. CCTV Renewal
9. Mobile Website Experience
10. Open Area Lab Improvements (& One Card Printing)
11. Data Centre Site Selection
12. Portal Project – Stage 2
Plus another 47 … and counting!
IT Service Management
Update
K-L Holter
6
Knowledge Management
7
Knowledge Management
8
Cherwell Mobile Application
9
Cherwell Mobile Application
• Desktop - Full Functionality
• Browser Client - Limited Functionality
• Best use on a tablet, can be used on a Blackberry
• https://manitoba.cherwellondemand.com/CherwellClien
t/Access
• Mobile – Limited functionality
• Available for iOS or Android
• https://Manitoba.cherwellondemand.com
10
Key Performance Indicators - IT Scorecard
11
What’s In Progress?
• Change Management
• Service Asset and Configuration
Management
• Incident and Request Fulfillment – AV
and Classroom Technology
12
ITSM Roadmap
2014
Dec
Jan
Stage 0
Initiation and Planning
Feb
Mar
Apr
May
Jun
2015
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
<----------------->
Stage 1
Incident, Request
Fullfillment, Service Desk
Service Catalog
Management
Event Management
Knowledge Management
Service Asset &
Configuration
Management
Service Level
Management
Access Management
<-------------------------------------->
<-------------------------------------->
<-------------------------------------->
<------->
<-------------------------------------->
<-------------->
<---------------------------->
Stage 2
Stage2 Planning
<------->
Problem Management
<-------------------------------------->
Change Management
<-------------------------------------->
Change Evaluation
<-------------->
Release & Deployment
Management
<-------------->
Business Releationship
Management
<-------------->
Stage2 Plan (..and beyond)
2014
Sep
Oct
Nov
2015
Dec
Jan
Stage 1
Stage2 Planning
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Stage 2
<---------->
Access Management
<--------------------------------------->
Event Management
<--------------------------------------->
Knowledge Management
<------>
Service Asset & Configuration
<------------------------------------------------------------>
Management
Service Catalog Management
<-------------------------------------->
(Portal)
Business Releationship
<----------------->
Management
Change Management
(includes Change Evaluation
and Release & Deployment
Management)
<----------------------------------------------------------------------->
Problem Management
<--->
Reservation Manager
Deployment for AV
Cherwell Mobile
Cherwell Follow-on Work
from Stage1
Service Portfolio
Management – SPM
Strategy Management for IT
Services
Supplier Management
Financial Management for IT
Services
Information Security
Management – ISM
<--------------------------------------->
<------------------------------------------------------------>
<------------->
<----------------->
<----------------->
<------------------>
<----------------->
Organizational Design
IST Straw Man
Mario Lebar
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Refresher - how did we get here?
 “What we
heard” report
 Preferred
models (three
IT Models)
 Review/
validate
 Plan, Build,
Run
Making Sense
Making Choices
Making Progress
•
•
•
•
•
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Operational Workbooks
Analysis (report)
Opportunity identification
Design constraints
Straw man org structure
Based on the analysis of
the operation workbooks,
we’ve identified
opportunities, grouped by
high, medium and low
priority
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Opportunities– High Priority
1. Improve our ability to respond to external and
internal audits
2. Create the capability to build rapport with clients
and translate their needs into solutions
3. Create an organization wide capability that develops
sustainable IT investment plans aligned with the
University of Manitoba strategic initiatives
18
Opportunities– Medium Priority
1. Create a way to deliver integrated technology
solutions
2. Improve our measurement and reporting
capability for operational process and strategic
investments to support fact based decision
making
19
Opportunities – Low Priority
1. Create an Information Management strategy to
more effectively deliver on its education and
research mandate (IST + DC + Library + Copyright
+ Research + Privacy Office)
2. Improve our capability to respond to innovative
requests in a timely manner
20
Design Themes (synthesized design criteria)
1
Sustainable
2
Adaptive
•
Organizational structure should be supported to maintain itself at an effective
level in the medium to long-term
•
When changes/adjustments to the organization are required – whether internally
or externally driven - it must be agile enough to adapt
•
The design must support the organization’s responsibilities and accountabilities
for decision-making and operations – backed by clear roles, rules and mandates
and the ability to adjust and adapt
3
Accountable
4
Pivotal Role in
Institutional Strategy
•
Manifest appropriate leadership capability in collaborative development of
institution-wide strategies – engaging clients and stakeholders from the
University Executive-level to operational managers
5
Manageable and
Executable
•
The design must support the enablement of and delivery of strategic goals and
objectives within the realities of the funding and operational framework of the
institution. Is it feasible in our context?
6
Effective
•
Successful in producing intended outcomes, meeting stated objectives and
reporting on the same
•
The design should support performance that continuously improves productivity
to meet service expectations – with minimal waste/duplication in expense and
effort and expeditious delivery
•
The design should be flexible and able to react perceptively, quickly and
positively to business needs – sensitive to cultural / functional differences across
the University and within its client base
7
Efficient
8
Responsive
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Design Constraints
Create a Director Level Information Security (I/S)
position and leverage as much as possible
Design should allow for broad spans of control and
ensure people management responsibilities exist
within roles that have the authority to do so
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Target State (straw man)
Insert new org structure….
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Top level
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Security and Compliance
·
·
·
·
·
·
·
·
·
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Incident Response
Education & Outreach
University & Program Leadership
Policy & Process Compliance
IT Audit Response
Identity Management
IT Service Continuity Management
Information Security Management
Records & Document
Management
Planning and Governance
·
·
·
·
IT Strategic Planning
Enterprise Architecture
Solution Architecture
IE: Network, Infrastructure,
Application, Data,
Multimedia
·
·
·
·
·
·
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Vendor management
Contract administration
IT procurement
IT Financial Management
Human Resource
Management
Resource Management
Client Solutions and Services
·
·
Service level management
Service Catalogue
management
·
·
·
·
·
·
·
·
·
·
·
·
Business relationship
management
IT Advocates
Deliverable acceptance
management
Procurement consulting
Head
Client Support
·
·
·
·
·
·
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Incident management
Service request fulfillment
Problem management
Help desk
Knowledge management
Desk/Mobile phone
ordering
Access management
“Easy” sys admin
Open area labs
Teaching labs
Desk side
Classroom technologies
Mobile devices
Telephony
Build Services
Chief Technology Officer
Head
Service Asset &
Configuration Management
Head
Core Application Build
·
·
·
·
·
·
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Application development
management
Quality assurance build
Integration build(SOA, ESB,
ETL)
SDLC and Tools
Release management
Report Development
·
·
·
·
Server build
Storage allocation
Network /Cabling/Tech/
Communications
Classroom technologies
installation
·
·
Service asset and
configuration management
Change management
Run Services
Chief Technology Officer
Head
Core Applications Run
·
·
Head
Core Infrastructure Run
·
·
·
·
·
Application maintenance
management
Quality assurance run
Head
Developers
Shared with
Build Team
Head
Integration
Head
Analysts
Event management
IT operations management
Availability management
Capacity management
Performance management
Research & Education
Rapid Response Team
% Network & Communications
% Storage
% DBMS
% Server & OS
%Analysts
% Developers
%Integration
Head
Network,
Communications, Cable /
Tech Services
Head
Database & Storage
Head
Systems & Services
Head
Multimedia Production
Infrastructure Resource Pool
Research &
29 Education
Clients
Applications Resource Pool
What does all this mean for you?
Opportunity!
• To apply for any new jobs that you are
interested in
• To develop new skills and abilities
• To further develop existing skills and abilities
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When?
Incrementally
over two
years
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What are your
initial
Questions?
Observations??
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Immediate next steps
• Post presentation and FAQs to IT Transformation
web site
• Follow-up team meetings with your Directors to
answer questions
• Detailed planning for phase II
• Business as usual!
33
Phase II – high level steps
The primary focus of phase II will be on getting the
management team in place:
• Write/update manager job descriptions (started)
• Evaluate the jobs (Jan – Mar)
• Consult with the union to determine
exclusions/inclusions (Jan – Mar)
• Post, interview and fill manager jobs (Spring 2015)
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Close
Mike Langedock
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Your feedback continues to be important to use!
• Share your feedback and questions directly
with your manager.
• Email your questions and feedback to
ISTFeedback@umanitoba.ca
• Talk to someone on the IT Transformation
Program
• Post your questions/comments anonymously
on the printed org charts
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