Framework for action
Transcript of Framework for action
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Framework for ActionBuilding A World-Class IT Department
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Odom’s Tennessee Pride Values
TrustHonesty
Personal IntegrityMutual Respect
Open MindednessEthical Behavior
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Odom’s Tennessee Pride Mission
Dedicated to delighting customers with products and
services
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Odom’s Tennessee Pride Vision
To be recognized as the leader in changing the industry
through technology
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IT Division Goals
Outstanding Customer Service
Comprehensive Stewardship
Professional Development
Customer
Service
Stewardship
ProfessionalDevelopment
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Outstanding Customer Service
What do our “customers” want? Systems Availability Responsiveness Quality of Work Proactive Solutions
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Comprehensive Stewardship
Protection of IT Assets Iterative Planning Processes Personal Responsibility
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Professional Development
Realistic Assessment of Objectives Planning the Work Working the Plan Personal Development
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Outstanding Customer Service
1. Systems Availability Maintaining “Up Time” on Servers
Rotational Replacement 3-4 years on critical servers
Planned & Tested Upgrades Understand the impact
Planning the Bandwidth Proactive Capacity Expansion
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Outstanding Customer Service
1. Responsiveness Begins with Availability & Accessibility Maintained Through Communication &
Feedback With Users With IT Team
Quick request toresponse cycle time
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Outstanding Customer Service
1. Quality of Work Know Your Systems – Become the Expert Suggest Better Methods Where
Appropriate Ask for Help Share Your Successes
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Outstanding Customer Service
1. Proactive Solutions Look For Opportunities To Improve
Processes If Something Needs
Fixing — Fix It orNotify Supervisor
Learn What Your Customer Does, How They Work
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Comprehensive Stewardship
1. Protection of IT Assets Identification of Assets & Potential
Risk(s) due to loss of use of the asset Our IT Personnel are Assets
Publish a Backup/Protection Plan Test the Plan Implement the Plan Test the Plan
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Comprehensive Stewardship
1. Iterative Planning Processes Achieve Incremental, Measurable
Improvement Year-by-Year, Month-by-Month, Week-by-Week
100% Participation in The Process Visibility To All
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Comprehensive Stewardship
1. Personal Responsibility We are collectively and individually
charged with being stewards of our IT assets.
Comprehensive, tested procedural documentation
One of our non-replaceable assets is our time.
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Professional Development
1. Realistic Assessment of Objectives Objectives Need To Be Specific They can be classified as long-term
(over 2 years), medium-term (1-2 years), short-term (< 1 year) and immediate (< 1 month)
They will change over time
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Professional Development
1. Planning the Work – How do I accomplish my objectives?
Prioritize Schedule Objectives = Projects Projects involve one or more tasks Tasks and be planned, worked &
completed
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Professional Development
1. Working the Plan What are my current projects? What tasks did I work on today to
make progress on my projects? What roadblocks do I have that are
impeding my progress? Progress Reporting
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Professional Development
1. Personal Development What can I do to improve my
performance? (habits, processes, time management)
What do I need to learn? Am I allocating time to my own
education?
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Keys to Success