C&C Product/Service Strategy & Lifecycle Framework

1. C&C Product/ServiceStrategy & Lifecycle Framework C&C Managers Meeting 9/13/06 by Terry & Company

2. Background

3. Strategic Planning Context • Two parts to a strategic plan: • IT Product/Service = WHAT we do • Organizational = HOW we do it (partnership) • NB: each part can have a hierarchy of goals (whats) and plans (hows) • Current SP effortsfocus on HOW, but anticipate changes in WHAT, e.g. • Good infrastructure is taken as a given; now we need to raise our game and partner on PI-specific as well as campus-wide needs • We need to anticipate future needs; focus more attention on a strategic IT agenda for UW • Who are our customers? • The “University of a Thousand Years” --focus on efficiency • Individual departments and investigators --focus on effectiveness

4. Strategic Planning Process Inputs Situational Analysis (Planning Edge) Denison Survey Results New UW Leadership Changes in technology environment C&C Lifecycle Survey Strategic Planning Process

5. Current Environment • State funding essentially flat for > 5 years • UW growth depends on research/clinical activity • Advanced research needs advanced IT • More competition for limited Federal research $$ • More internal competition for central UW IT $$ • C&C competes for IT $$ (vs. DIY or outsourced svcs) UW IT Employees Academic & Admin Depts C&C Academic & Admin Depts C&C

6. What our partners want: More Effective services/apps Responsiveness/agility Communication Flexibility Better Customer Service Business & PM Practices What our staff wants: More: Efficient processes Consistency Clarity Accountability Better Strategic Direction Planning & Prioritization Coordination What needs to be done?

7. Culture Shift • Past • Engineering driven (best technology) • Standard solutions for campus • Plenty o’ diversity internally (e.g. dev and collab tools) • Focus on institution/efficiency • Focus on infrastructure & core systems • Future: still need solid infrastructure, plus... • A more customer-driven approach (partnership, responsive/agile) • More diverse solutions for campus • More standard solutions internally • Focus on individual/departmental effectiveness • Focus on enabling UW biz goals (even if non-standard solutions)

8. Both our technology and our organization must be “Reliable & Responsive” We need to put more focus on future needs/directions UW’s IT needs will be met either with C&C or without it. Yikes! That’s pretty heavy... So What? Greater competition for research $$ Greater need for advanced and agile technology Greater need for “reliable and responsive” IT org.

9. Don’t Panic • Time for a joke? (OK... How ‘bout #23 ?) • We can do this! We have great staff! • But talent not enough... we also need: • Unifying strategy and goals • Clearly defined processes, roles and responsibilities • Tools and training to succeed

10. What we are doing about it SP Priority Areas 2006 Customer Service: • Continue to develop tools/processes to collect and publish customer expectation data. • Continue to clarify C&C service lines; defining each service and service manager. • Continue to require customer service training for all C&C staff, provide refresher workshops. (Approximately 170 C&C employees have now completed the customer service workshop.) Communications: • Complete final review of our service lines description, but allow it to evolve and change. • Continue to improve and update Web pages and tools to help us all talk about planning activities internally. • Complete final review of the IT roles and responsibilities matrix. Project & Financial Management: • Establish procedures and teams that will direct C&C services and products; processes that allow for more management decision making and reporting on decisions (e.g., SAT, SDT, Product Life Cycle). • Build a team to address C&C business practices (tracking, costing, funding, billing, contracting, etc.). Reliable & Responsive Systems: • Build on our security efforts: More tools, training, upgrade of data center, and emergency management with the UW. • Continue to address C&C-wide monitoring issues via a newly-established group.

11. Related Work Project & Financial Management: • Establish procedures and teams that will direct C&C services and products; processes that allow for better management decision making and reporting on decisions (e.g., SAT, SDT, Product Life Cycle). IT Governance Service Lines Prod/Srvcs Framework Service Directions Team (SDT) PM Processes Roadmaps

12. SP Reality Check • Upside • Clarity; more efficient processes/decision-making • Better management decisions/prioritization • Better customer responsiveness • Downside • More process/bureacracy: the Dilbertization of C&C? • More demands (e.g. “partnering”), but no more staff • Leadership commitment • Continually review objectives and methods for sanity • Never forget impact of new initiatives; set realistic goals

13. Product/Service Strategy & Lifecycle Framework

14. What is this Framework you speak of? The Product/Service Strategy & Lifecycle Framework is... A structure for relating various aspects of the work we do. This Framework relates our product/service strategy, decision, development, and delivery processes

15. Framework Goals/Benefits Include: • Standardizing terminology • Harmonizing development lifecycles • Clarifying roles and responsibilities

16. Where we are (besides the Hub) • Strategy and Product/Services Lifecycle Influences • Product/Services Lifecycle Framework – Level 1 • Product/Services Lifecycle Framework – Level 2 • Define and Decide Phase Workflow Defined concepts/terms at a high level: Less Detail More Detail

17. Strategy & Prod/Service Lifecycle Influences

18. Product/Service Lifecycle – Level 1

19. Product/Service Lifecycle – Level 2

20. Define & Decide Phase: Overview

21. Feedback • Does this framework make sense? • Does it seem worthwhile? • Is it ready for roll-out?

22. Communicating the Vision

23. How? • Preferred media? (e-mail, website, etc.) • Preferred venues? (small meetings, one-on-ones, large meetings, etc.) • Whaddya think?

24. Framework Communication Status • Executive Council • SDT • SAT (not yet AIDG, SIT, AIT) • NA & DS Leads and Mgrs • AIS Representatives • C&C Manager Meeting • PM Focus Group • PM Brown Bag • Website

25. Framework Website Send Feedback

26. Questions? • Comments? • Excitement? • Passion? • Joy? • Sorrow?