1. Service Ownership within the ITS Governance Structure Dawn E. Colonese

2. FY16 Goals

3. SOC Charter

4. Service Change - RACI Service change decision examples CommunityService Ownership Governance Special Interest Committees Faculty Staff Students Department / School Offering Manager Service Owner SOC ITS Service Board Ext. Funded ROC TOC TIC TAC New Service Offering* - Athletics Ticketing System C CRARIR C C Plan to Eliminate* - Eliminate AT&T Connect RARIC C C Role Project Deliverable (or Activity) R: Responsible A: Accountable C: Consent I: Inform

5. Advising Business Systems Institutional Technologies IT S Information Security & Policy Research Technologies University Officers and Deans ITS Governance Committees IT Advisory Board ITS Advisory Committee (ITSAC) CIO and Directs Advising Technology Initiatives Committee ( TIC ) ITS Service Board Change Advisory Board Strategy Portfolio Management Service Management Academic Administrative Technologies Development & AYA Technologies Research Enterprise IAM Identity Stewardship Teaching and Learning Clinical Research Technologies Operating Committees (TOC & ROC) Technology Architecture Committee (TAC) * Service Ownership Committees * Student Technologi es

6. Service Offering Service Service Group All ITS Services SERVICE MANAGEMENT

7. Service Offering Service Service Group Service Portfolio Teaching & Learning Course Websites Classes V2 All Service Groups EXAMPLES SERVICE MANAGEMENT

8. Service Offering Service Service Group Service Portfolio Teaching & Learning Course Websites Classes V2 All Service Groups EXAMPLES SERVICE GOVERNANCE Service Owner Committees Sub-committees Service Offering Managers ITS Service Board SERVICE GOVERNANCE

9. SERVICE GOVERNANCE IN ACTION IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to community client lead SOC Service Offering Manager Program committee IT partners ITS SOC Sub- committee Program committee strategic analysis of service offering coordinate similar requests evaluate other beneficiaries avoid or eliminate service offering duplication compiles with ITS architecture standards ideas move forward becomes proposed ITS project becomes RTS activity becomes SN request ticket idea does not move forward identify potential gaps in service offerings TIC TOC TAC ROC

10. SERVICE GOVERNANCE IN ACTION IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to community client lead SOC Service Offering Manager Program committee IT partners ITS SOC Sub- committee Program committee strategic analysis of service offering coordinate similar requests evaluate other beneficiaries avoid or eliminate service offering duplication compiles with ITS architecture standards ideas move forward becomes proposed ITS project becomes RTS activity becomes SN request ticket idea does not move forward identify potential gaps in service offerings TIC TOC TAC ROC

11. SERVICE GOVERNANCE IN ACTION IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to community client lead SOC Service Offering Manager Program committee IT partners ITS SOC Sub- committee Program committee strategic analysis of service offering coordinate similar requests evaluate other beneficiaries avoid or eliminate service offering duplication compiles with ITS architecture standards ideas move forward becomes proposed ITS project becomes RTS activity becomes SN request ticket idea does not move forward identify potential gaps in service offerings TIC TOC TAC ROC

12. SERVICE GOVERNANCE IN ACTION IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to community client lead SOC Service Offering Manager Program committee IT partners ITS SOC Sub- committee Program committee strategic analysis of service offering coordinate similar requests evaluate other beneficiaries avoid or eliminate service offering duplication compiles with ITS architecture standards ideas move forward becomes proposed ITS project becomes RTS activity becomes SN request ticket idea does not move forward identify potential gaps in service offerings TIC TOC TAC ROC

13. SERVICE GOVERNANCE IN ACTION IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to community client lead SOC Service Offering Manager Program committee IT partners ITS SOC Sub- committee Program committee strategic analysis of service offering coordinate similar requests evaluate other beneficiaries avoid or eliminate service offering duplication compiles with ITS architecture standards ideas move forward becomes proposed ITS project becomes RTS activity becomes SN request ticket idea does not move forward identify potential gaps in service offerings TIC TAC TOC ROC

14. SERVICE GOVERNANCE IN ACTION IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to community client lead SOC Service Offering Manager Program committee IT partners ITS SOC Sub- committee Program committee strategic analysis of service offering coordinate similar requests evaluate other beneficiaries avoid or eliminate service offering duplication compiles with ITS architecture standards ideas move forward becomes proposed ITS project becomes RTS activity becomes SN request ticket idea does not move forward identify potential gaps in service offerings TIC TOC TAC ROC

15. IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to Athletics requests a new ticketing system ITS Client lead works with client to discuss idea SERVICE GOVERNANCE IN ACTION – New Service Offering

16. IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to Athletics requests a new ticketing system Client lead works with client to discuss idea ITS Client lead does not find an existing service offering for this need There is no aligned Special Interest Committee, so the ITS Client Lead brings proposal to Web & Applications Services SOC

17. IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to Athletics requests a new ticketing system Client lead works with client to discuss idea Another ticketing system exists but doesn’t solve Athletics business needs SOC recommends to move forward with the business case and ITS Proposal Process SOC assesses if there is a gap in the Service Offerings SERVICE GOVERNANCE IN ACTION – New Service Offering ITS Client lead does not find an existing service offering for this need There is no aligned Special Interest Committee, so the ITS Client Lead brings proposal to Web & Applications Services SOC

18. IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to Athletics requests a new ticketing system Client lead works with client to discuss idea Another ticketing system exists but doesn’t solve Athletics business needs SOC recommends to move forward with the business case and ITS Proposal Process SOC assesses if there is a gap in the Service Offerings ITS Client Lead develops and submits project proposal as part of the ITS Project Proposal Process and TAC SOC discusses new proposal with Service Board. Recommendati on to move forward with a change in Services SERVICE GOVERNANCE IN ACTION – New Service Offering ITS Client lead does not find an existing service offering for this need There is no aligned Special Interest Committee, so the ITS Client Lead brings proposal to Web & Applications Services SOC

19. IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to Athletics requests a new ticketing system Client lead works with client to discuss idea Another ticketing system exists but doesn’t solve Athletics business needs SOC recommends to move forward with the business case and ITS Proposal Process SOC assesses if there is a gap in the Service Offerings TIC TAC TOC ROC SERVICE GOVERNANCE IN ACTION – New Service Offering ITS Client lead does not find an existing service offering for this need There is no aligned Special Interest Committee, so the ITS Client Lead brings proposal to Web & Applications Services SOC ITS Client Lead develops and submits project proposal as part of the ITS Project Proposal Process and TAC SOC discusses new proposal with Service Board. Recommendati on to move forward with a change in Services

20. SERVICE GOVERNANCE IN ACTION – Plan to Eliminate – AT&T Connect IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to SOC sees poor maturity score for AT&T connect and evaluates

21. IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to SOC sees poor maturity score for AT&T connect and evaluates Idea for improvement comes from SOC SERVICE GOVERNANCE IN ACTION – Plan to Eliminate – AT&T Connect

22. IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to SOC sees poor maturity score for AT&T connect and evaluates SMEs in SOC identify that Adobe Connect can cover all AT&T use cases with the addition of a large Connect seminar room and integrated Unified Voice SERVICE GOVERNANCE IN ACTION –Plan to Eliminate – AT&T Connect Idea for improvement comes from SOC

23. IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to SOC sees poor maturity score for AT&T connect and evaluates SOC proposes to Service Board elimination of AT&T Connect after Adobe purchase and service introduction SERVICE GOVERNANCE IN ACTION –Plan to Eliminate – AT&T Connect Idea for improvement comes from SOC SMEs in SOC identify that Adobe Connect can cover all AT&T use cases with the addition of a large Connect seminar room and integrated Unified Voice

24. IdeasCommitteesExpertiseOutcomes Governance GenerateIdentifyLeverageDiscussGo to SOC sees poor maturity score for AT&T connect and evaluates. SOC Chair consults ITS Service Board SOC recommends decommission of AT&T Connect and purchase of Seminar room purchase for $2k/yr, offset by AT&T savings. SERVICE GOVERNANCE IN ACTION –Plan to Eliminate – AT&T Connect Idea for improvement comes from SOC SMEs in SOC identify that Adobe Connect can cover all AT&T use cases with the addition of a large Connect seminar room and integrated Unified Voice Engage customers to review AT&T offering and verify replacement with Connect TIC TAC TOC ROC

25. CADENCE OF COMMITTEES Committees Representative ActivitiesMonthlyQuarterlyAnnually Review recommendations from SOC Report on Service Performance Scorecard (service groups) Yearly health check Review recommendations from subcommittees Assess service performance scorecard (services) Coordinate meetings and communications Maturity worksheets for Services Performance scorecards for Service Offerings Community outreach ITS service board SOCs Sub- committees X X X X X X X X X X

26. Questions and Answers Dawn E. Colonese Dawn.colonese@gmail.com linkedin.com/in/dawncolonese/en