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Framework for action


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Framework for action

  1. 1. Framework for ActionBuilding A World-Class IT Department
  2. 2. Odom’s Tennessee Pride Values Trust Honesty Personal Integrity Mutual Respect Open Mindedness Ethical Behavior
  3. 3. Odom’s Tennessee Pride Mission Dedicated to delightingcustomers with products and services
  4. 4. Odom’s Tennessee Pride VisionTo be recognized as the leader in changing the industry through technology
  5. 5. IT Division Goals Outstanding Customer Service Comprehensive St i ce er ew Se tom Stewardship ar s ds rv Cu h ip Professional Development Professional Development
  6. 6. Outstanding Customer Service What do our “customers” want?  Systems Availability  Responsiveness  Quality of Work  Proactive Solutions
  7. 7. Comprehensive Stewardship Protection of IT Assets Iterative Planning Processes Personal Responsibility
  8. 8. Professional Development Realistic Assessment of Objectives Planning the Work Working the Plan Personal Development
  9. 9. Outstanding Customer Service1. Systems Availability  Maintaining “Up Time” on Servers  Rotational Replacement  3-4 years on critical servers  Planned & Tested Upgrades  Understand the impact  Planning the Bandwidth  Proactive Capacity Expansion
  10. 10. Outstanding Customer Service1. Responsiveness  Begins with Availability & Accessibility  Maintained Through Communication & Feedback  With Users  With IT Team  Quick request to response cycle time
  11. 11. Outstanding Customer Service1. Quality of Work  Know Your Systems – Become the Expert  Suggest Better Methods Where Appropriate  Ask for Help  Share Your Successes
  12. 12. Outstanding Customer Service1. Proactive Solutions  Look For Opportunities To Improve Processes  If Something Needs Fixing — Fix It or Notify Supervisor  Learn What Your Customer Does, How They Work
  13. 13. Comprehensive Stewardship1. Protection of IT Assets  Identification of Assets & Potential Risk(s) due to loss of use of the asset  Our IT Personnel are Assets  Publish a Backup/Protection Plan  Test the Plan  Implement the Plan  Test the Plan
  14. 14. Comprehensive Stewardship1. Iterative Planning Processes  Achieve Incremental, Measurable Improvement Year-by-Year, Month- by-Month, Week-by-Week  100% Participation in The Process  Visibility To All
  15. 15. Comprehensive Stewardship1. Personal Responsibility  We are collectively and individually charged with being stewards of our IT assets.  Comprehensive, tested procedural documentation  One of our non-replaceable assets is our time.
  16. 16. Professional Development1. Realistic Assessment of Objectives  Objectives Need To Be Specific  They can be classified as long-term (over 2 years), medium-term (1-2 years), short-term (< 1 year) and immediate (< 1 month)  They will change over time
  17. 17. Professional Development1. Planning the Work – How do I accomplish my objectives?  Prioritize  Schedule  Objectives = Projects  Projects involve one or more tasks  Tasks and be planned, worked & completed
  18. 18. Professional Development1. Working the Plan  What are my current projects?  What tasks did I work on today to make progress on my projects?  What roadblocks do I have that are impeding my progress?  Progress Reporting
  19. 19. Professional Development1. Personal Development  What can I do to improve my performance? (habits, processes, time management)  What do I need to learn?  Am I allocating time to my own education?
  20. 20. Keys to Success