1. Ongoing consultation, engagement and awareness raising
Changes to Corporate IT Service Delivery over the coming year (Fig 9.2)
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Plan
Transition & Stabilise
Enhance and Transform
Mission
Prepare to outsource core infrastructure
Redesign Corporate IT
Identify process improvements
Outsource core infrastructure services
Maintain business continuity
Implement and embed internal IT Corporate Organisation changes
Develop and refine service portfolio
Develop plan for enhancements
Enhancement phase – outsourced IT
Identify and implement projects to improve and transform IT
Enhancement phase – internal IT redesign
Identification and implementation of training/mentoring to improve skills
Process improvements
Key Dates
30/6
31/7
18/8
25/8
28/10
22/12
15/2
Executive approval to proceed with vendor
Sign contract
Vendor starts shadowing core IT service staff
Implement new IT Service Desk tool
Transition to outsourcer complete
Retire legacy Service Desk tool
Creates a 45
day delay here due to
holiday absences
30 day delay
in decision
making here
Compresses
contract signing
timeframe
Transition & Stabilise
Day 1
Day 30
Day 60
Day 90
No change to the way we do things today
No change to current processes or tools
New IT service desk tool and phone number  All staff trained in new tool  IT service desk moves offsite  Modified processes implemented
General
Staff
Provider onsite managers established  Vendor Manager hired  New Corporate IT structure, roles and responsibilities defined and implemented  New IT business engagement model implemented
No change to the way we do things today
Provider commence shadowing and ‘reverse shadowing’ core infrastructure services staff  Knowledge transfer  Capture knowledge data
Corp IT
 New Corporate IT structure, roles and responsibilities defined and implemented  Identify and commence training to meet IT business redesign and business engagement model gaps  Identify and implement process improvements required
No change to the way we do things today
No change to current processes or tools
Use of new IT service desk tool as a resolver group  All open service requests transferred to new tool  Work with Corporate IT & Provider to modify any processes or identify projects for next phase  Review of access rights
Business
Sys
Admins
Training in new service desk tool  Awareness of any upcoming modifications to processes
Ongoing consultation, engagement and awareness raising