Proposal & presentation for IT service strategy and service management framework for the University of Oklahoma

1. DELIVERING THE OU EXPERIENCE
OU IT Brand Deployment and Services Management
Chris Jones, Dana Saliba, and Nick Key

2. Agenda
Scoping the Challenge Execution and Next Steps
• The Big Picture • ITIL, sort of…
• Building a Brand • Design, Transition, and
• Translating Brand to IT Execution
Services Management • What’s next?
– The 4 P’s – Brand Creation and
– Governing Principles Deployment
– Service Portfolio – Shared Services
– The “Offer” Collaboration

3. Scoping the Challenge
• Processes
• Procedures
• Contacts
SERVICES MANAGEMENT
• Resources
• Teamwork

4. The Big Picture // Strategy Drivers
External Private
Drivers Cloud
Community
Experience
One
OU IT
Loretta’s
Priorities
Leadership
Collaboration

5. The Big Picture // Future State
Brand
Private Services
Cloud Management
Culture
Unifying the organization around
Change Delivering the OU Experience,
S2 and Community Experience. not just technology services.

6. Building a Brand
INTERNAL EXTERNAL
BRAND VISION BRAND IDENTITY
FIXED Who are we? What is our commitment
Who do we want to be? to the OU community?
BRAND DELIVERY BRAND POSITION
VARIABLE How will our customers
How do we align our
perceive us and why will
offerings with our vision?
they use us?

7. Brand Vision // Who we are
• Three primary tenets:
– Unified organization
– Customer-centric
– Enhancing the OU Experience
• We are one OU IT – an outstanding
organization of IT Professionals that put the
OU community first and contribute to the OU
experience through community engagement,
shared services, and stewardship.

8. Brand Identity // Commitment
• OU IT’s commits to • When we communicate
consistently excellent: or interact with the OU
– Customer Engagement community we will be
– Personal Interactions engaging, personal, resp
– Helpful Services onsible, and helpful.
– Stewardship • Customers should
• Brand Identity expect a consistently
– Tagline excellent experience
– Colors, Fonts, Design across all OU IT services
standards, Web site and campus locations.

9. Brand Identity // Commitment
• These strategies should • Customer Engagement:
yield an even deeper Repeated interactions
level of LOCALIZED that strengthen the
support and experience psychological,
through consistent emotional, and physical
customer engagement. investment a customer
• NOT eliminating local has in a brand.
relationships and • Customer engagement
service delivery. will drive the localized
experience.

10. Brand Position // Perception
• Employee attitudes and • We want our customers
customer interactions to call us:
are the greatest – Thought Leaders
indicator of success to – Passionate/Meaningful
our customers. – Creative/Fun
• Every day we will strive – Experts
to communicate these – Solutions Oriented
perceptions without – Trustworthy/Transparent
explicitly announcing, – Proactive/Intentional
“This is how we want – Flexible
you to see us.”

11. Brand Delivery // ITSM
• Mission Statement
• IT Service Management (ITSM)
– Understanding and managing an IT organization
focused on the delivery of business value
(OU Experience!) through IT Services.
• ITIL (v.3 and 2011 Update) framework
– Guide and inform our understanding and
development of IT shared services.

12. Brand Delivery // ITSM
• ITSM delivers Community Experience
– Through interaction between a purpose-built
private cloud infrastructure, a new IT identity and
way of working, and formalized services
management maturity.
– And results in a definite and sustainable change in
IT culture to fully embrace shared services.

13. IT SERVICES MANAGEMENT
OU IT Services Strategy Framework
Chris Jones, Dana Saliba, and Nick Key

14. ITSM Lifecycle (ITIL v.3)

15. Services Definition
Business Analysis Business Services Technical Services
• Desired Results? Hosted Oracle instance Oracle
• Business drivers?
• Audience? Hosted SQL instance SQL
• YOUR customers? Hosted SharePoint instance SharePoint
• Access requirements?
• Compliance needs? Document Collaboration SharePoint
• Success Factors? Hosted virtual server(s) Virtual Server infrastructure
• Cost/Value?
• Timeline? VC end-points Videoconferencing Network
n/a DHCP/DNS IP addressing
File Sync
Designed by Designed by S2
Community Experience Applications

16. The 4 P’s: Perspective
Distinctive posture
governing service delivery
Unified
OU IT • OU IT’s Perspective: Delivering IT
Services that enhance the OU
Experience across all 3 campuses.
Customer
Centric
OU
Experience

17. The 4 P’s: Position
What we want customers to say about our services
• Intentional/Relevant • “This helps me do X.”
• Meaningful • “I can see the value of this.”
• Flexible/Accessible • “Very easy to use.”
• Transparent/Consistent • “I trust this service.”
• Creative/Experiential • “How cool/fun/engaging!”
• Adaptable • “This is a flexible tool.”
• Proactive • “I didn’t have to ask.”
OUR ACTIONS DELIVER PERCEPTION TO CUSTOMERS

18. The 4 P’s: Plan
How we develop valuable and meaningful services
Customer Engagement
Service Value And Goals
Strategy Design Transition Operations
Meaningful Interactions

19. The 4 P’s: PATTERN
Maintaining consistency in decisions and action
• Service Governance • User Experience
– Delivering services, not just – Placing priority on our
technologies customers’ needs, wants and
• Measurement feelings
– Capturing and reporting data • Knowledge Dev.
for decision-making – Creating and capturing
• Communication Plans organizational knowledge
that leads to shared wisdom
– Ensuring delivery of
consistent, proactive and • Additional Patterns as
effective messaging Shared Services evolves

20. SERVICE PRINCIPLES
OU IT Believes that Meaningful Technology Services…
• Feature consistent and • Employ a single,
EASY TO USE UX/UI. comprehensive IDENTITY
• Deliver ACCESSIBILITY for for authentication.
users of all capabilities. • AUTOMATE as many
• Operate at the “SPEED interactions as possible.
OF BUSINESS” • Meet CUSTOMER NEEDS
• Ensure AVAILABILITY during before meeting IT needs.
critical business windows. • Offer an affordable cost
• Are SUSTAINABLE model with RIGHT-SIZED
(compliance, supportability) VALUE for the investment.

21. Service Portfolio // Catalog
• Services Portfolio
– All services we are considering, deploying,
operating or retiring
• Services Catalog
– Active, customer-facing services
• Services metadata
 Name, description, owner, status, type, cost
model, request initiation, etc.

22. THE OFFER // Services Catalog
Document Collaboration Service (not tech) name
We will…
By…
Using…
Which will…
…and be measured by…

23. THE OFFER // Services Catalog
Document Collaboration
Team sites (file share, forums,
calendar, etc.) served on a
centralized platform with highly
redundant virtual storage.
Guaranteed X% availability and X
hour response time.
$9.99/gb monthly
Add $1.99 for each additional mb
Add $1.49 for glass of milk

24. WHAT’S NEXT?
Brand Deployment and Filling Out the Framework
Chris Jones, Dana Saliba, and Nick Key

25. Brand Deployment
• Development of Brand Identity
– Build collaborative tri-campus team
– Propose logo, colors, tagline, standards
– Staff input on tagline, fonts, etc.
• Communicate Internally and Externally
– Tell the S2 and ITSM story (Brand Delivery)
– One OU IT Website
– Tri-Campus Branding Campaign (Who is OU IT?)

26. Filling Out the Framework
• Following S2 Deployment Approach
• Appoint Services staff to lead development of
processes and procedures supporting
deployment of services on Private Cloud
– Design, Transition, and Operations
– Collaborate weekly with S2 teams at NCTC
• Directors ensure adherence to strategy

27. Design Topics
• “SPARK” • Functional and Tool
• Customer engagement assessment
• Service creation • Sourcing strategy (effect
through retirement on timeline)
• Business model(s) • Pattern design
• Service Levels • “The Offer”
– Own, Manage, Response • Catalog Management
, Availability, Continuity • Roles (RACI)

28. Transition topics
• Customer Engagement
• Release: internal and external communication
• Deliver: “active” deployment
(education and white glove)
• Knowledge Management
• Change Management
• Project Management

29. Operations topics
• Incident/Request/Access Management
 Priority
 Escalation
 Response Times
• Customer Engagement
• Problem/performance Management
• Event management
• Retirement

30. Services Portfolio
• Beta through Summer
• Early recommendations
– Document Collaboration
– SharePoint hosting
– Virtual Server hosting
– File Sync
– Directory Storage
– Videoconferencing