Wake Forest University's Information Systems department began writing down its procedures and establishing formal approval mechanisms, supported by ITIL guidance, which resulted in fewer meetings, measurable progress, and the ability to improve on its own processes.

2. Sustainable Governance: Transforming IT from an Oral to a Written Culture John Borwick, Jim Love, and Nancy Crouch EDUCAUSE SOUTHEAST REGIONAL CONFERENCE 2009 | JUNE 1, 2009

4. John Borwick Assistant Director, Continual Service Improvement http://www.flickr.com/photos/27043124@N00/1892285322

5. Jim Love Process Analyst, Continual Service Improvement

6. Nancy Crouch Assistant CIO

8. Wake Forest University

9. Information Systems flourished at Wake Forest University beginning in 1996.

10. Under one CIO, with low staff turnover, we hired many people each year.

11. Oral cultures are cyclic, depend on a stable community, and require extensive interaction. http://www.flickr.com/photos/37569287@N00/490273875

12. New employees have a difficult time in an oral culture. http://www.flickr.com/photos/19451080@N00/3263799851

13. Oral cultures depend heavily on “elders” and “gurus.” http://www.flickr.com/photos/49503180180@N01/435533081

14. Our CIO left, and the Interim CIO wanted to change how we worked. http://www.flickr.com/photos/arycogre/54110476/

15. Written cultures value documents over conversations and can build on previous accomplishments. http://www.flickr.com/photos/51035555243@N01/93819794

16. Written cultures help with audits, consistency, and they reduce “telephone tag.” http://www.flickr.com/photos/51035734296@N01/65917688

18. Our group was formed. First we created yet another meeting—the IS Management Board (ISMB).

20. Governing documents cover the rules and procedures that involve multiple directors.

22. How do any of these documents become relevant in an oral culture? http://www.flickr.com/photos/33917831@N00/2188277801

24. We hold training and office hours to talk with people about procedures.

25. We conduct semi-annual document reviews.

27. We hold process improvement sessions using these documented procedures as a baseline.

28. We review metrics based on our procedures.