Organization Structural Change for ITIL Dushmantha Fernando PhD Academic Technology Services User Services Division Michigan State University East Lan...
Organization Structural Change for ITIL Dushmantha Fernando PhD Academic Technology Services User Services Division Michigan State University East Lansing, Michigan.
What is ITIL Service Management ?
• Frame work of Best Practices • Structured based on the life cycle of an IT Service • Set of processes for each stage of the life cycle • Each process consists of Inputs, Outputs, and work flow activities
What is ITIL Service Management ?
• Effective and efficient service management Two fundamental could only a cohesive How to find out? questions for be ITILachieved Service through and coordinated effort from the whole Management maturity organization. Is everyone within the Everything Working?
Everything working together?
organization following the same procedure?
Inputs and outputs from ITIL Processes linked to create seamless workflow?
Based on lessons learned from ITIL Change Management implementation efforts at Michigan State University Academic Technology Services Unit.
Is higher education IT Organizations really different from Corporate?
Philosophical Conflict
Best Practices
Innovation
The most efficient (least amount of effort) and effective (best results) way of accomplishing a task, based on repeatable procedures that have proven themselves over time for large numbers of people.
"The reasonable man adapts himself to the world; the unreasonable one persists in trying to adapt the world to himself. Therefore all progress depends on the unreasonable man." George Bernard Shaw
FEDERATED IT MODEL
Assessment
• Organizational Structure – Combination of Divisional and Functional • Organizational Culture – Ready for change, Yet no clear support model
ATS Organization Structure : Divisional
System support
Database Administration
Security
Network support
Service
Function
E-mail
x
x
x
x
Course Management
x
x
x
x
Wireless Network Access
x
x
x
x
File storage
x
x
x
Common Understanding
• Training, learning and more training … Executive training – ITIL Awareness Middle management – ITIL Foundation Technical Staff – ITIL Foundation Process Owners – Practitioner
First Who .. and then What
Get the right people on the bus, Get the wrong people off the bus and Put the right people in the right seats in the bus. Good to Great, Jim Collins
Process Champions
Identify process champions early in the implementation
Who is who in ITIL Context
• ITIL Champions - Project Team - Process Owners • Communications Group
Pilot Projects
• Coalition of the willing - Pick and choose service groups willing to cooperate for pilot projects. IT Security group - Regulatory requirements • Use these groups to sell the benefits of each process
Separate communication and coordination responsibilities from technical responsibilities - Different skill set
Focus on creating opportunities to improve cross functional coordination
IT Coordination Mechanisms • Complement the chosen organization with coordination opportunities both formal and informal, across organizational boundaries to overcome the ‘silo effect’
– IT executive committee – IT management council – Account manager – Task forces • Co-location of employees for improved information flow and coordination across organizational boundaries
Use service catalog to drive service management decision structure and not the organizational reporting structure
Empower service sponsors and process owners to make decisions and use metrics to measure and monitor progress
Summary
• Do not focus on the organizational structural change as a prerequisite to implementation • Structural adjustments will evolve as part of the implementation processes • Identify process champions early in the implementation • Separate communication and coordination responsibilities from technical responsibilities
Summary
• Focus on creating opportunities to improve cross functional coordination – Task force, Work groups, Project teams • Use service catalog to drive service management decision structure and not the organizational reporting structure • Empower service owners and key process sponsors to make decisions and use metrics to measure and monitor progress
ACNS Organization Structure
Dedicated roles - Process Owners - Change Manager - IT Service continuity Manager Dual Roles - Incident Manager – Service Desk Supervisor - Problem Managers – Team Leaders - Release Managers – Project/Team Leaders Communications Team
Structure Change
Structure Change should be
Evolutionary Not Revolutionary Do not focus on the organizational structural change as a prerequisite to ITIL implementation
