IST Town Hall - June 20 Introduction – Mike Langedock IT Transformation Overview – Mike Langedock

1. IST Town Hall - June 20 • Introduction – Mike Langedock • IT Transformation Overview – Mike Langedock • IT Governance – Mike Langedock • IT Organizational Design – Mario Lebar • IT Service Management – K-L Holter • IT Leadership Development – Doug Stoyko • Closing – Mike Langedock

3. You at the U

4. Our transformation journey has begun.

5. IT Transformation Overview • Mike Langedock

6. Why the IT Transformation? Inadequate University-wide control over IT Growing imbalance between demand on IT resources and budgets and supply No University-wide view on total IT investments and priorities Drivers for change Executive want greater involvement in IT direction, priorities, decisions Ambiguity of roles and authorities for IT management No formal governance No University-wide IT plan Client expectations for IT are high

7. The vision of IT at the University • A university IT plan that is aligned with and enables the university’s strategic and business priorities. • A consolidated view of IT investments on which the university can set priorities and measure return. • Clarity on university-wide IT mandates and authorities among central agencies, faculties and administrative units. • All university IT advisory and governance processes aligned to strategy. • IT is brought into an environment of control through formal governance processes where executive and business leaders have meaningful roles in IT decision-making and priority setting.

8. How are we going to get there? • Secure Executive-level championship on the need to transform • Bring University-wide IT into an environment of formalized federation • Establish clarity on roles, responsibilities and authorities for IT across the University • By instilling our ITCARE (Integrity Teamwork Collaboration Accountability Respect Effectiveness = ITCARE) into our day to day interactions.

9. IT Transformation Program Streams • Renewed University-wide IT Governance • Realignment of IT Organization (org design) • Implementation of IT Service Management (ITIL processes) • IT Leadership & Management Development

10. IT Maturity Model current

11. Program accomplishments to date • “What we heard” report • Established the Guiding Coalition • Developed a vision / core messaging • Staffed IT Transformation Program

12. Program Governance Mike Langedock Executive Sponsor K-L Holter IT Service Management Mario Lebar Program Director / Org Design Mike Langedock IT Governance Doug Stoyko Leadership Development IT Transformation Program Committee Business Change Sponsors Keith McConnell Jim Kelso Program Change Manager Diana Huggins Program Coordinator Nettie Rempel Program Manager Jeff Reitberger Doug Stoyko Project Sponsor Mike Langedock Project Sponsor Mario Lebar Project Sponsor K-L Holter Project Sponsor Mario Lebar Senior Supplier Stan Amaladas Senior Supplier TBD Senior Supplier TBD Senior Supplier Brian Katchnoski Project Manager Doug Stoyko Senior Supplier TBD Project Manager Jim Kerr Project Manager Jim Kerr Project Manager Christy Pop Business Analyst Neil Marnoch Senior User TundeBalogun Change Manager Org Design IT Governance Leadership Development Service Management

13. IT Governance Renewal • Mike Langedock

14. Are we doing the right things? Are we getting the benefits? What is IT governance? Ask Yourself University Alignment Return on Investment Are we doing them the right way? Are we getting them done well? Standards & Methods Capability & Efficiency

15. Why renew IT governance? • IT gets aligned with the University’s priorities • Better control / mitigation of IT related risks • Reduce IT delivery time • Provide better service quality • Lower service costs Resulting in…. Increased stakeholder value

16. What does it mean for us? • Clear relationships/accountabilities between Central IT/IST and Distributed IT • More effective prioritization of IT projects coming into IST • Alignment of our work with the strategic direction of the University

17. Project accomplishments to date • Continued stakeholder engagement • Proposed IT Governance structure • Established the new Executive-level committee (UITAC) • Initiated work on key measures of success

18. What’s next? • Communication and engagement • Kick-off UITAC • Update CIO job description • Realign IT advisory committees • Refresh mandates and authorities of those committees

19. IT Organizational Design Update • Mario Lebar

20. Why are we changing the IT structure? • The current structure does not align with the future vision of IT at the University • It does not position us as a strategic partner • There is a lack of clarity around roles and responsibilities between centralized and de-centralized IT We must evolve our IT structure so we are more efficient and effective in our delivery of IT related services, and provide the University with a current, state-of-the-art, supporting vehicle that will help it to achieve its vision of being a centre of excellence in the world of higher education.

21. Project accomplishments to date • Review/ validate • Plan, Build, Run • Preferred models (three IT Models) • “What we heard” report Making Choices Making Sense Making Progress

22. IT Governance Federated with Plan-Build-Run Model

23. What does it mean to us?

24. What’s next?

25. IT Service Management • K-L Holter

26. Why IT Service Management? • Collaboration • We need to refashion how IT service delivery is provided to the University community. • We need to be more efficient and effective in our delivery of services to our customers. + • High Quality Service = • Client Satisfaction

27. ITSM Project Objectives To plan, design, implement, and transition selected IT Service Management processes to sustained operations.

28. What does it mean for us? Teamwork Prioritize Client Service Measure Processes

29. A lot of work has been done on IT Service Management since our last town hall so let’s celebrate some of our recent achievements!

30. Project accomplishments • Client satisfaction survey • Baseline maturity assessment • Integrated service desks • SLA’s and OLA’s for incident and request • Re-aligned incident and request process • Established agreed upon process guides • “Did you know” series • The Elevator Speech • And of course….

31. Cherwell Upgrade

32. Staff Support We want to ensure that you are well prepared for the upgrade. IST leadership and the project team is here to ensure that you are all successful!

33. What’s next?

34. IT Leadership Development Update • Doug Stoyko

35. Why leadership development? We want to equip IST leaders and managers to embrace and deliver transformative change.

36. Demonstrates Integrity • Builds Trust & Credibility • Enhances Emotional Intelligence • Sound Administrative Practices • Effective Decision Making • Enhances Diversity& Inclusion • Fosters Team Accountability • Develops Others • Builds Relationships • Producing Effective Results • Leading Change • Promotes Institutional Alignment Leadership Dimensions and Competencies

37. Project accomplishments to date • Participated in 4 workshops: • Transformational Leadership: Leading Self & Others • Results-based Leadership: 5 Roles of Leadership • Relational Leadership: Cohesive, High-performing Teams • Management Excellence: HR Management • IST Staff survey on leadership

38. IST Leadership Behavior Survey Thank you to all those who completed the survey. Survey is still open.

39. IST Leadership Behavior Survey • Facilitates through cultural differences, conflicts, and misunderstandings • Commits to improvement in diversity, inclusion, and cultural competence

40. IST Leadership Behavior Survey Two most common responses “Enhances Emotional Intelligence - Deals with conflict within their team with diplomacy, tact and a solution focus” – 89 responses “Effective Decision Making - Makes sound decisions based on complex data, effectively balancing innovation, risk, and engagement” AND “Demonstrates Integrity - Acts in ways that are worthy of trust`` - 84 responses

41. IST Leadership Behavior Survey Two least common responses “Effective Decision Making - Effective use of HR Handbook” – 3 responses “Builds Relationships - Leads others through their emotional reactions (empathy)” – 6 responses

42. What’s next?

43. Demonstrates Integrity

44. Upcoming workshops

45. Closing • Mike Langedock

46. What We Need From You: • Focusing on the greater good – the need to take a University-wide perspective that is not bound by faculties, departments and domains. • Two-way communication – the need to provide feedback and ask questions as we continue on the transformation.

47. Your feedback is important to us! • Share your feedback and questions directly with your supervisor. • Email your questions and feedback to ISTFeedback@umanitoba.ca • Talk to someone on the IST • Transformation Program.