1. Doing More with Less A case study in technology process improvement

2. The college of you. Project Overview Project Background Challenges Previous project (’99) Key Business Processes Pilot Core Functions New Employee Setup (Pilot) Employee Exit Fulfill Classroom Software Request Track Software License Asset Management Receive Asset Update Asset Location Decommission Asset

3. The college of you. The 4 P’s of Team Makeup Including key stakeholders is essential Process requestors Problem customers Programmers People who execute the work

4. The college of you. Process Improvement Demo

5. The college of you. Sample Process 1: New Employee Setup Business problems: Too many handoffs Time to completion Dropping the ball Communication & transparency Process defines the tool Custom Remedy workflow People problems Get as close to agreed- upon process as possible

6. The college of you. Sample Process 2: Course Software Request Based on faculty liaisons for individual rooms Not scalable Problematic for rooms shared by divisions Software not removed Major pain point for semester startup Based on linking courses to software needs Extremely scalable Automatically handles shared rooms Software can be flagged for removal if not used Will auto-update for new sections, class room moves, etc. Old SystemNew System

7. The college of you. Lessons Learned Define business problem(s) Process defines the tool You can’t solve people problems with processes Get as close to agreed-upon process as possible Steps Process

8. The college of you. Summary Customer and stakeholder involvement IT is a customer-centered service ITIL People/Process/Tools Organizational Process Analysis Team People ProcessTools

9. The college of you. Get more at: techfest.weebly.com Questions?