The IT Organization

1. The IT Organization Part I 1

2. Don’t miss the train ! 2

3. Customers of IT In 95 % of all projects, the requirements have a strong technology emphasis 3

4. The Business Expects the following Benefits of IT • Guaranteed Network Connectivity • Guaranteed Network Availability and Service Levels • Real Time Access to your Network Information • Day to Day Network Evolution • Single Point of Operation • Business Needs Enabled 4

5. The Telecom Challenge Inter-dependencies: • Most projects are based on marketing requirements • In most projects, the requirements have a strong technology emphasis 5

6. The Telecom Challenge • Risks, issues and limitations • Formal development framework under construction • Marketing roadmap is very aggressive and subject to quick changes due to competition • The development requirements for the marketing roadmap should be well-defined and delivered on time. Before the start of projects! • We should respect the prioritisation! • Team work and communication are essential • Resources: no backup persons identified; no spare capacity for urgent matters • Lack of monitoring tools to react pro-actively • No existing business continuity plan • Post-implementation reviews are lacking • No clear functional definition for the next generation of GSM 6

7. Adapting the IT Organization to the Telecom Challenge Targets • Develop an organisation which enables introduction, operation and maintenance of all new products and services (project driven) • Review and implement an information technology which will keep the Business competitive and innovative in their product and service offering • Reduce the maintenance and reworks of applications to a minimum • Ensure 99 % uptime for all applications • Deliver 90 % or more of the projects in time and 95 % of the projects in budget • Enhance and optimise the billing process to ensure on-time delivery (with a maximum delay of 5 working days) • Constantly review the performance and quality of all applications and keep exploring the market for possible improvements 7

8. Strengths and Weaknesses of IT SWOT Analysis Strengths Weaknesses • Diversity of background among staff • Professional skills • Team spirit • Flexibility • State-of-the-art architecture and applications • Lack of people with a strong experience in telecom and internet business • Methodology; unstructured work • Lack of flexibility of Customer Care and Billing system Opportunities Threats • Merge with Engineering • Review of architecture and applications • Install methodology • Difficulty to follow marketing needs with current Customer Care and Billing system • Changes on tactical marketing decisions • Shortage of IT people in the market 8

9. Buss Needs Init Ass UAT Prod ITS User PSO User Where IT Comes From Application-driven Organization PM CSS Process PM CRM/Point of Sales PM Fin&Logistics/IMS/BOB/FRAUD.. Doers Drivers User PSO ITS PM Controllers User User PSO ITS • A number of problems deserve our attention: • Quality delivery is at stake • Working in silos • 3 different development process streams • Continuous changes in development priorities • Solving issues generated by other departments • This affects: • The expert teams, the efficiency and indirectly the Business 9

10. Where IT is going to IT Has to Revise and Change... • The way of communication • The project management process • The service to the Business • The individual roles and responsibilities and personality • ... 10

11. Towards a New IT Organzation How Can We improve the IT Management Process? • Use common and consistent systems development life cycle (SDLC), and reporting processes • Re-emphasize the use of PSO as a central collection point for change requests and business needs • Compare on a regular basis the IT plan with the actual business roadmap and adapt it in accordance with the business • Make our planning and deliveries visible to the business • Organize post-implementation project reviews • Clarify individual roles and responsibilities • ... 11

12. The Telecom Challenge is an IT Opportunity The COMMON Development Process Design, Development and test of Change Requests App. App. App. Analysing Business Impacts Project Life Cycle Prioritisation & Planning Integration Test User Acceptance Test Defining Business Needs Fulfill the Business Needs ... Project Process Controlling 12

13. Post Impl Rev Buss Needs Anal. Bus. impact Integr Test UAT Prior./ planning Prod AO User AO PSO AO ITS AO AO PSO User The Telecom Challenge is an IT Opportunity Project-driven Organization Process Funct.. and Tech. Design Dev Unit and System Test Do-ers PSO PSO ITS PSO Drivers PSO/PM User User ITS User PSO AO 13

14. I.T. Director Admin.Assist PSO Proj.Mgt. App..Owner App..Owner App..Owner I.T.Operations Req. Analysts Project leader CSS SAP Internet/intranet Office Infra.Mgt Deliv. Accept. CMS IMS GIS/COMS Change Mgt Planning CSIM Fraud DIS Technical serv. Finance ACD/IVR Lotus Notes App..Support Human Resource CTI Scholar Security Info Services The Telecom Challenge is an IT Opportunity New Functional Structure Project leader Project leader Project leader 14

15. PSO Expert Teams Project Teams Planning Team Project Leader Project Leader Finance Team Project Leader HR Team Project Leader Communications Team The IT Business Unit If I were the IT Director... I would have paid a special attention to this bit: IT Corporation = a company within the company 15