Phase II - For www2

CONTENTS
Acknowledgements .............................................................................................................I
Executive Summary........................................................................................................... II
Background ........................................................................................................................ 1
The ITTP Teams ....................................................................................................... 2
Why Transform?....................................................................................................... 2
A New IT Service Delivery Model........................................................................................ 4
A New IT Service Delivery Model........................................................................................ 4
Client Relationship Management ........................................................................................ 6
Promises to Clients .................................................................................................. 6
Elements of Client Interactions ................................................................................ 6
Self-service .............................................................................................................. 7
Help desk ................................................................................................................. 7
Workstation Support Field Technicians .................................................................... 7
Local IT Specialists .................................................................................................. 7
Divisional Liaisons.................................................................................................... 7
Training, Quality Assurance, and Assessment .......................................................... 8
Request Tracking System ......................................................................................... 8
Client Interaction Scenarios............................................................................................... 9
Scenario 1: Externally-mandated upgrade in the Library ......................................... 9
Scenario 2: Request for new workstation and training........................................... 10
IT Services ....................................................................................................................... 11
What is an IT Service? ........................................................................................... 11
IT Service Principles .............................................................................................. 11
Bronze Level of Service .......................................................................................... 11
IT Service Catalog .................................................................................................. 12
Service Definitions ................................................................................................. 14
Governance and Portfolio Management............................................................................ 15
Funding and Costing......................................................................................................... 17
Costing IT Services ................................................................................................ 18
Cost Management................................................................................................... 19
The Challenge of Funding IT................................................................................... 20
IT Organizational Structure.............................................................................................. 21
Organizational Change ........................................................................................... 22
Cultural/Behavior Changes Required ..................................................................... 22
Empowering the Organization ................................................................................ 22
Implementation Approach................................................................................................ 24
Principles ............................................................................................................... 24
ITTP Team Implementation Planning ..................................................................... 24
IT Culture, Values, and Symbols....................................................................... 24
Client Relationship Management....................................................................... 24
Server Resource Management.......................................................................... 24
Security Resource Management........................................................................ 25
Enterprise Applications, Architecture, and Standards ........................................... 25
IT Funding Model ........................................................................................... 26
Program Management Office and Portfolio Management ....................................... 26
Workstation Support....................................................................................... 26
Web Publishing .............................................................................................. 27
Communication.............................................................................................. 28
Conclusion........................................................................................................................ 29
Next Steps.............................................................................................................. 30
Appendix A – Detailed Team Information......................................................................... 31
IT Culture, Values, and Symbols............................................................................. 31
Client Relationship Management ............................................................................ 33
Server Resource Management................................................................................ 33
Security Resource Management ............................................................................. 34