1. Defining an IT Workflow, from Request to Support
David Schaefer
Miami University
IT Services
Copyright David Schaefer This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

2. IT Workflow
Project goal: Deliver services to customers more quickly and with better quality
How? Identify appropriate steps to follow within IT for any request
How we went about defining workflow
Final result
Recommendations

3. Background
Centralized IT organization with about 160 employees

4. Background
Centralized IT organization with about 160 employees

5. Process Steering team and project team
Software Development Life Cycle (SDLC)
Information Technology Infrastructure Library (ITIL)
Project management

6. Process Identified key steps Added remaining and defined steps
“Standard workflow models” for routine requests
Gathered feedback
Published online
Unit meetings
Finalized steps
Developed recommendations to implement

7. Continual Service Improvement
Workflow Steps
Service Strategy
Service Design
Service Transition
Service Operation
Request 1
Plan 2
Design 3
Develop 4
Test 5
Install 6
Support 7
Continual Service Improvement

8. Step 1 - Request
Record Request
Classify
“Rules of
Engagement”

9. Step 2 - Plan Identify objectives Initial analysis Initial charter
IT units
approve?
Customer
approve?
Prioritize
Operational
Plan

10. Step 3 - Design RFP (all units) Gather requirements
Analysis (all units)
Build
or buy?
Specifications
Service
design
package
Solution
agreement
Design
review
Memo of
Understanding
IT units
approve?
Customer
approve?
Update Op
Plan

11. Step 4 - Develop Development Pass? Library/ document Development
review
Assessment
Plan

12. Step 5 - Test Customer Pass? IT testing testing Completed assessment
plan
Customer
approve?

13. Step 6 - Install Training Finalize documentation Communication
Approve?
Customer
sign-off?
Change
control
Install/
complete request
Post-
implementation
review

14. Step 7 - Support Front-line support Monitor SLA Maintain service
catalog

15. So what? Recommendations Submit and track requests
Create communication mechanism (i.e. blog, wiki, listserv)
Define document templates
Create documentation repository
Define service catalog
Develop dashboard
Implement workflow tool

16. Where are we now?
Budget challenges!

17. Where are we now? Greater awareness Better tracking of requests
Unit coordinators meet monthly
Service catalog
Wiki implementation
Department-wide goal: process efficiencies
IT reorganization

18. Questions??

19. Contact me with questions, suggestions, or comments!
David Schaefer
Systems Coordinator
Miami University
Oxford, Ohio 45056
phone:

20. What did you think? Your input is important to us!
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