1. EITS Planning & Decision Support
Transforming EITS into a Customer-Focused Performance Driven Organization
Customer Service Delivering Excellence Accountability Continuous Improvement Empowerment 1

2. Agenda
Information Technology Planning and Decision Support – Mission, Role, and Initiatives
ITPDS Value Add to OCIO/EITS and UGA
Empowering an Organization
EITS Performance Maturity Model 2

3. ITPDS Mission, Roles, and Initiatives
Leadership in IT Planning
Facilitation of a Performance-Based IT Environment
Roles:
Facilitate and support a planned and an empowered service delivery environment.
Focus: Customer Value and Operational effectiveness
Areas of Focus:
Resource and capacity planning
Performance Measurement and Analysis
Portfolio Management
Bold Key Words
Mission Information:
Alignment of IT resources with the strategies of the University and the IT Compact Plan
Accountability for customer value through the conversion of operational data to performance metrics and information
Leveraged resource effectiveness based upon PORTFOLIO Management techniques and best practice (Staff and budget)
Data validated decision support, structured planning processes
Operational quality assessment activities through process evaluation and benchmarking
Staff training, development, and certification linked to core service delivery and standards
Role Information:
Resource and capacity planning through service life-cycle management (software, hardware, budget, staffing)
Performance Measurement and Analysis (Cost; 5-year and Compact Plan deliverables; SLA’s and MOU’s; performance dash-boarding; quality assessment; statistical trend analysis; benchmarking)
Portfolio Management
Manage Clarity
Project Management
Training and Standards development
Provide resource and budget planning information to the organization 3

4. ITPDS Mission, Roles, and Initiatives
Capacity Management
Develop environment that can identify capacity management metrics for IT planning
Process Excellence
Develop key EITS core systems/server processes and statistically evaluate efficiency, effectiveness, and capability
Performance-Based and Quality Culture Migration
Migrate the OCIO/EITS into a performance-based, quality, culture.
Asset Management
the Legal licensure and distribution of software, the right people in the right jobs, skills assessments/inventory, hardware and data management.
Research and Strategic Planning Support
Capacity Management Details
Develop production system management environment that can identify capacity management metrics that are designed to deliver information and can be used for IT planning such as: serving as predictor of capacity needs, trend analysis, and benchmark performance. 4

5. ITPDS Value Add
UGA
OCIO/EITS
Example—Sub Capacity Pricing

6. Empowering an Organization: Framing a Strategy
EITS Planning & Decision Support
Empowering an Organization: Framing a Strategy
Alignment
Service Management
Organizational Maturity
Service Cost
Process Improvement
Assessment
Malcolm Baldridge
Service Delivery
ITIL—
Service Delivery and Service Support
Standards
ISO, PMI, NIST
Organizational Maturity
CMMI
Process Improvement
Six Sigma
Alignment
Compact Planning
Balanced Scorecard
Portfolio Management
Compliance
1. CobIT
These may be referred to as frameworks, standards, best practices, assessment criteria, guidelines. All have a variety of issuing bodies, scope, architectures, and rating systems
ValIT Framework
Standards–
ISO 9000:2000
COBIT
IS (Software life cycle processes)
IS (System life cycle processes)
ISO (Software process assessment)
IS (Information Security Management)
BS (IT Service Management
Customer Operations Performance Center (COPC 2000)
Others
European Foundation of Quality Management (EFQM)
Economic Value Add (EVA)
Intangible Asset management
Activity Based Costing and Management
Benchmarking
Assessment
Standards
Compliance 6

7. Empowering an Organization Purpose of Implementing Change
ADD Organizational Value by:
Continuous Improvement
Innovation
Reactive Proactive
Notes:
Quality – what does it look like?
Reliability and Repeatability
Cost Stewardship
Process Management supporting service delivery
Methodologies and Metrics 7

8. Empowering an Organization Guiding Principles in Implementing Change
Two Guiding Principles
Focus on Service and Business Performance Improvement
Put in Place Just Enough Process
Focus on Service and Business Performance Improvement
Success must be measured in terms relevant to the organization
Symptoms:
Measures and metrics are based on process maturity
Lack of analysis or discussions connecting process initiatives with relevant business benefits
Put in Place Just Enough Process
Too much can be a good thing
Too many processes,
Over detailing
Too much control of the processes
Too much complexity can add cost without sufficient value
Processes need assumptions about
Competencies, skills, experience, training, qualifications, and capabilities of the people executing
Complex enough to address the risks, the needs of management, and regulatory requirements
Symptoms
More time spent documenting than analyzing and improving processes
More controls and steps being added whenever something goes wrong. 8

9. EITS Performance Maturity Model
EITS Planning & Decision Support
EITS Performance Maturity Model
Customer Focused Culture
Balanced Scorecard
Prioritizing Initiatives
Customer-Focused
Culture
Organizational Diagnosis
Value Add
Prioritizing Initiatives
Organizational Governance
Continuous Improvement
Performance Dashboards
Customer Service Delivering Excellence Accountability Continuous Improvement Empowerment 9

10. EITS Performance Maturity Model
Maturity Level 1
Maturity Level 2
Maturity Level 3
Maturity Level 4
Maturity Level 5
Initial
Baseline
Managed
Defined
Quantitatively
Optimizing
Competitiveness
Leverage
Full enterprise integration
Optimize Delivery
Effectiveness
Strategic direction is based on data-driven decision
Efficiency/
Definition
Repeatable work efforts
Integration of industry standards
Identification of standards processes for service, projects, and internal operations
Reactive
Proactive

11. EITS Performance Maturity Model
Operational IT Process Performance
Alignment and Prioritization with UGA Goals and Objectives
IT Project Management
Core IT Service Delivery
Quality Assurance and Assessment
Budget Management and Stewardship
Learning Organization
Resource Planning and Forecasting with Staff
Resource Planning and Forecasting Infrastructure
9 Categories

12. EITS Performance Maturity Model 1. Operational IT Process Performance

13. EITS Performance Maturity Model 2
EITS Performance Maturity Model 2. Alignment and Prioritization with UGA Goals and Objectives
OCIO/EITS Strategic Planning Website

14. EITS Performance Maturity Model 2
EITS Performance Maturity Model 2. Alignment and Prioritization with UGA Goals and Objectives

15. EITS Performance Maturity Model 2
EITS Performance Maturity Model 2. Alignment and Prioritization with UGA Goals and Objectives

16. EITS Performance Maturity Model 2
EITS Performance Maturity Model 2. Alignment and Prioritization with UGA Goals and Objectives

17. Key Points To Remember Mission Information Leadership in IT Planning
Facilitation of a Performance-Based IT Environment
Information
OCIO/EITS Strategic Planning Website
ITPDS Website

18. Questions 18

19. Contact Information Information Technology Planning and Decision Support
Greg Topp:
Lynn Latimer: 19