Defining an IT Workflow, from Request to Support

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Presentation transcript:

Defining an IT Workflow, from Request to Support David Schaefer Miami University IT Services Copyright David Schaefer 2009. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

IT Workflow Project goal: Deliver services to customers more quickly and with better quality How? Identify appropriate steps to follow within IT for any request How we went about defining workflow Final result Recommendations

Background Centralized IT organization with about 160 employees

Background Centralized IT organization with about 160 employees

Process Steering team and project team Software Development Life Cycle (SDLC) Information Technology Infrastructure Library (ITIL) Project management

Process Identified key steps Added remaining and defined steps “Standard workflow models” for routine requests Gathered feedback Published online Unit meetings Finalized steps Developed recommendations to implement

Continual Service Improvement Workflow Steps Service Strategy Service Design Service Transition Service Operation Request 1 Plan 2 Design 3 Develop 4 Test 5 Install 6 Support 7 Continual Service Improvement

Step 1 - Request Record Request Classify “Rules of Engagement”

Step 2 - Plan Identify objectives Initial analysis Initial charter IT units approve? Customer approve? Prioritize Operational Plan

Step 3 - Design RFP (all units) Gather requirements Analysis (all units) Build or buy? Specifications Service design package Solution agreement Design review Memo of Understanding IT units approve? Customer approve? Update Op Plan

Step 4 - Develop Development Pass? Library/ document Development review Assessment Plan

Step 5 - Test Customer Pass? IT testing testing Completed assessment plan Customer approve?

Step 6 - Install Training Finalize documentation Communication Approve? Customer sign-off? Change control Install/ complete request Post- implementation review

Step 7 - Support Front-line support Monitor SLA Maintain service catalog

So what? Recommendations Submit and track requests Create communication mechanism (i.e. blog, wiki, listserv) Define document templates Create documentation repository Define service catalog Develop dashboard Implement workflow tool

Where are we now? Budget challenges!

Where are we now? Greater awareness Better tracking of requests Unit coordinators meet monthly Service catalog Wiki implementation Department-wide goal: process efficiencies IT reorganization

Questions??

Contact me with questions, suggestions, or comments! David.Schaefer@muohio.edu David Schaefer Systems Coordinator Miami University Oxford, Ohio 45056 phone: 513-529-1548

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