Directorate of
   Information Technology

          Dean Phillips
Head of Relationship Management



                     ...
The Report!

 - Structure
 - Customers
 - Capability
 - Communications
 - Strategy



                    www.abdn.ac.uk/d...
Why Change?

 - “Trust Barrier”
 - Preference to use own or
   external support
 - Rise of ICT related cost
 - Service imp...
IT Support!




              www.abdn.ac.uk/dit
What do we need to do?


 - Align the Directorate to the
   University structure
 - Improve service orientation
 - Merge t...
Relationship Management
 - Account management
 - Benefits management
 - Business analysis
 - Business process improvement
...
Relationship Management
 - Organisation, design and
   implementation
 - Procurement
 - Programme management
 - Project ma...
Structure




                Director




 Application Service                Relationship
                     Infrastru...
Communication


 “ …as a customer driven
  Directorate of Information
  Technology …”




                          www.ab...
Establish a Team




Dean            Russell          Mike
       Alison             Gail


                              ...
At the beginning

 - Promotion of service
 - Development of relationships
   and communications
 - Defined team view of se...
Strategic Vision
Intelligent Customer

- Better understanding of
  University/College strategy
- IT strategy, operational ...
Strategic Vision
Account Management


- Communication strategy
- Business processes analysis
- IT development and service
...
Strategic Vision
The Enablers!


 - Ownership
 - Financial visibility
 - Customer driven strategy
 - RM roles/responsibili...
Strategic Vision
The Enablers!


 - Transparency
 - Responsiveness
 - Resource management
 - MIS management
 - Evolve……


...
IT Support!




              www.abdn.ac.uk/dit
Embracing change!


 - Change is inevitably painful

 - Relationship Management is
  easing the pain!




                ...
Q&A




      www.abdn.ac.uk/dit
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Trust barrier and the need for change

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Presentation at the UCISA 'Customer Liaison - A Framework for HE' event on 22 April 2009
Dean Philips, Head of Relationship Management, Directorate of Information Technology, University of Aberdeen

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Trust barrier and the need for change

  1. 1. Directorate of Information Technology Dean Phillips Head of Relationship Management www.abdn.ac.uk/dit
  2. 2. The Report! - Structure - Customers - Capability - Communications - Strategy www.abdn.ac.uk/dit
  3. 3. Why Change? - “Trust Barrier” - Preference to use own or external support - Rise of ICT related cost - Service improvement - Directorate structure www.abdn.ac.uk/dit
  4. 4. IT Support! www.abdn.ac.uk/dit
  5. 5. What do we need to do? - Align the Directorate to the University structure - Improve service orientation - Merge the IT support teams - Culture - Relationship Management www.abdn.ac.uk/dit
  6. 6. Relationship Management - Account management - Benefits management - Business analysis - Business process improvement - Change management - Innovation - Customer Articulation www.abdn.ac.uk/dit
  7. 7. Relationship Management - Organisation, design and implementation - Procurement - Programme management - Project management - Service level management - Strategic application of IS - Supplier relationship management www.abdn.ac.uk/dit
  8. 8. Structure Director Application Service Relationship Infrastructure Development Delivery Management www.abdn.ac.uk/dit
  9. 9. Communication “ …as a customer driven Directorate of Information Technology …” www.abdn.ac.uk/dit
  10. 10. Establish a Team Dean Russell Mike Alison Gail www.abdn.ac.uk/dit
  11. 11. At the beginning - Promotion of service - Development of relationships and communications - Defined team view of service remit - Service Catalogue - Staff Survey - Project Management www.abdn.ac.uk/dit
  12. 12. Strategic Vision Intelligent Customer - Better understanding of University/College strategy - IT strategy, operational plan, service catalogue, consistent processes - Customers recognising IT as a differentiator - Predict customer demand for services www.abdn.ac.uk/dit
  13. 13. Strategic Vision Account Management - Communication strategy - Business processes analysis - IT development and service delivery - New technologies - Leveraging expertise of others www.abdn.ac.uk/dit
  14. 14. Strategic Vision The Enablers! - Ownership - Financial visibility - Customer driven strategy - RM roles/responsibilities - Defined processes - Communications www.abdn.ac.uk/dit
  15. 15. Strategic Vision The Enablers! - Transparency - Responsiveness - Resource management - MIS management - Evolve…… www.abdn.ac.uk/dit
  16. 16. IT Support! www.abdn.ac.uk/dit
  17. 17. Embracing change! - Change is inevitably painful - Relationship Management is easing the pain! www.abdn.ac.uk/dit
  18. 18. Q&A www.abdn.ac.uk/dit

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