Getting IT right! - Why we exist? and the building blocks to a great service.

1. Getting IT right!
Jawaid Bhatti
Technology Group Operations Manager
Greater London Authority

2. Getting IT right !
• Setting the scene
• Purpose of the our teams
• What are the elements
• IT is all about ‘the service’
• Characteristics required
• What is your role?
• Tools & techniques – Take
away

3. Getting IT right !
• Changes in our industry?
• What to present?
• How I was going to do this?
• Share ideas, concepts, tools & techniques
•WARNING – It may not work!
• Rules?

4. Getting IT right !
• What would it cost , If we did nothing?
• Years ago, where was IT?
• Today it is everywhere …
• So, If we did nothing?
• Why do you exist?
• Directly responsible for productivity!

5. Getting IT right !
• What have we looked at?
• Cover four areas:
• Aims, goals & objectives?
• The Team?
• The Leader?
• Processes, Products and Partner?
• Above all a Paradigm shift?

6. Getting IT right !
• Not only about the technology …
• When you receive bad service?
• Restaurant industry – good model?
• ‘Moments of Truth’
• ‘Eat you own dog food’
• Rating scheme …
• Mystery Shopper …

7. Getting IT right !
• The Individuals are Important
• The Team
• Individuals
• Three Communication Facts
• Three Communication Techniques

8. Getting IT right !
• Must create value for customers
• Where do leaders come from?
• Displaying Leadership with your team?
• Displaying Leadership with information?
• 25 – 50 – 25 % rule
• Three Key Leadership Rules …

9. Getting IT right !
1. Any one for chips? FISH …
2. Can’t Touch Me …
3. The Four Lines …
4. Create a Window into Your Service …
5. Service Outage Analysis …
6. Pipeline everything …
7. Fix a Problem that can’t be Fixed …

10. Getting IT right!
Jawaid Bhatti
Technology Group Operations Manager
Greater London Authority
1. Manage expectations, complexity & uncertainty.
2. Communicate at all times.
3. Standardise your services & be consistent with
your delivery - always