For BCS by Nadine Mouali 21 May 20011 The IT Organization Part I.
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Transcript of For BCS by Nadine Mouali 21 May 20011 The IT Organization Part I.
21 May 2001 1 For BCS by Nadine Mouali
The IT Organization
Part I
21 May 2001 2 For BCS by Nadine Mouali
Don’t miss the train !
21 May 2001 3 For BCS by Nadine Mouali
Customers of IT
Marketing
C.O.
HR
EngineeringFinance
Sales
Marketing
Sales
C.O.
HR
Engineering
Finance
IT
In 95 % of all projects, the requirements have a strong technology emphasis
21 May 2001 4 For BCS by Nadine Mouali
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
21 May 2001 5 For BCS by Nadine Mouali
Inter-dependencies:
Understand M arket &Custom ers
Develop V is ion & S trategy Create Products & Services
Sell P roduct & Services
O perate Network
Provide inform ation
Im plem ent P roduct &Services
B illing & Collection
Custom er M anagem entO rder M anagem ent
MA
RK
ET
CU
ST
OM
ER
S
M arketing
IT
Sales
EngineeringC ustom er O perations
Most projects are based on marketing requirements In most projects, the
requirements have a strong
technology emphasis
The Telecom Challenge
21 May 2001 6 For BCS by Nadine Mouali
• 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
The Telecom Challenge
21 May 2001 7 For BCS by Nadine Mouali
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
Adapting the IT Organization to the Telecom Challenge
21 May 2001 8 For BCS by Nadine Mouali
SWOT Analysis
Strengths Weaknesses
Opportunities Threats
• Diversity of background among staff
• Professional skills• Team spirit• Flexibility• State-of-the-art architecture and applications
Difficulty to follow marketing needs with current Customer Care
and Billing system Changes on tactical marketing decisions Shortage of IT people in the market
Merge with Engineering Review of architecture and
applications Install methodology
• Lack of people with a strongexperience in telecom and internet business• Methodology; unstructured work• Lack of flexibility of Customer Care and Billing system
Strengths and Weaknesses of IT
21 May 2001 9 For BCS by Nadine Mouali
BussNeeds
User
InitAss
PSO
UAT
User
Prod
ITS
UserPM
ITS
User User
Drivers
Controllers
Process
PSO
Doers
CSS
CRM/Point of Sales
Fin&Logistics/IMS/BOB/FRAUD..
PM
PM
PM
PSO
ITSA 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
Application-driven Organization
Where IT Comes From
21 May 2001 10 For BCS by Nadine Mouali
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
• ...
Where IT is going to
21 May 2001 11 For BCS by Nadine Mouali
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
...
Towards a New IT Organzation
21 May 2001 12 For BCS by Nadine Mouali
The COMMON Development Process
Project Process Controlling
Def
inin
g B
usi
nes
s N
eed
s
Pri
ori
tis
atio
n &
Pla
nn
ing
An
alys
ing
Bu
sin
ess
Imp
acts
Design, Development and test of Change Requests
Fu
lfill
th
e B
usi
nes
s N
eed
s
Use
r A
ccep
tan
ce T
est
Inte
gra
tio
n T
est
App. App. App....
Project Life Cycle
The Telecom Challenge is an IT Opportunity
21 May 2001 13 For BCS by Nadine Mouali
BussNeeds
User
Anal. Bus.
impact
AO
IntegrTest
PSO
UAT
UserAO
Prod
ITSAO AO
Funct.. and Tech.Design
Dev Unit and SystemTest
PostImplRev
AO
PSO PSOPSO/PM
ITS PSO
Prior./planning
PSO
User User ITS
PSO
Drivers
Process
User
AO
Do-ers
Project-driven Organization
The Telecom Challenge is an IT Opportunity
21 May 2001 14 For BCS by Nadine Mouali
Admin.Assist
Req. Analysts
Deliv. Accept.
Planning
Finance
Human Resource
Security
PSO
Project leader
Proj.Mgt.
CSS
CMS
CSIM
ACD/IVR
CTI
App..Owner
SAP
IMS
Fraud
App..Owner
Internet/intranet
GIS/COMS
DIS
Lotus Notes
Scholar
Info Services
App..Owner
Office Infra.Mgt
Change Mgt
Technical serv.
App..Support
I.T.Operations
I.T. Director
New Functional Structure
Project leader
Project leader
Project leader
The Telecom Challenge is an IT Opportunity
21 May 2001 15 For BCS by Nadine Mouali
If I were the IT Director...
11
Admin.Assist
Req. Analysts
Deliv. Accept.
Planning
Finance
Human Resource
Security
PSO
Project leader
Proj.Mgt.
CSS
CMS
CSIM
ACD/IVR
CTI
App..Owner
SAP
IMS
Fraud
App..Owner
Internet/intranet
GIS/COMS
DIS
Lotus Notes
Scholar
Info Services
App..Owner
Office Infra.Mgt
Change Mgt
Technical serv.
App..Support
I.T.Operations
I.T. Director
New Functional Structure
Project leader
Project leader
Project leader
I would have paid a special attention to this bit:
PSO
Expert Teams Project Teams
Project Leader
Project Leader
Project Leader
Project Leader
Planning Team
Finance Team
HR Team
Communications Team
IT Corporation = a company within the company
The IT Business Unit