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The UIS reorganization and New Service Framework (NSF) will strengthen campus partnerships to more effectively set strategy and coordinate efforts. In addition, UIS and campus partners will benefit from a holistic view of the delivery pipeline.
This effort was identified as a top priority in the maturation of UIS as the organization responds to the speed and level of quality required by campus and System Administration customers. This project also supports IT Governance and the strategic and annual planning efforts initiated in 2018.
What are we seeking to accomplish?
The NSF project is comprised of three stages that will be executed throughout 2019 and into early 2020.
Stage One: Surveying and Blueprinting
Stage Two: Foundation and Structure
Stage Three: Open House
Out of Stage One of New Service Framework, the working group has established new terms to use within the organization:
A measure of the overall fit-for-use of a service, calculated by measuring its:
The project team worked with UIS leadership to determine the high-level model for how work will enter the organization in our future state, focusing on:
UIS will formalize the BRM role in the organization.
The BRM is responsible for:
Business Relationship Managers represent our major customer segments of Research, Finance, HR, Student, and System (including Advancement). We also serve the needs of campus schools and departments independent of the major customer segments; accordingly, a School and Department BRM (S&D BRM) will ensure UIS has a holistic view of these groups' needs.
While the BRMs are primarily externally focused, internally they will collaborate frequently especially in regards to the prioritization of work and creating visibility to demand using the Single Pane of Glass (SPG).
A service delivers value to customers. A service is end-to-end and combines people, processes, and technology to provide outputs or results that enable business capabilities and desired outcomes.
During Stage One, each service was documented using a standard service form; currently, UIS has:
As we look toward Stage 2, we will refine our definition and formalize the taxonomy for service classification. This will allow UIS to communicate clearly about what we offer.
During Stage One, the models found below were developed to facilitate UIS' ability to serve customers better. In Stage Two, the supporting people, process, and technology details will be defined.
Below is a sample representation of the SPG for the HR customer segment that will provide a holistic view of work currently underway, the pipeline of work coming in, work that has been completed, and key metrics. Each customer segment will have an SPG dashboard.
With the formalization of the BRM role, new and strategic work will flow into UIS via the BRMs (with prioritization happening in the customer segment governance groups). Operational work requests will still come directly to Service Owners; the School & Department BRM will ensure there is visibility to operational requests in the Single Pane of Glass and by collaborating with the BRM team.
The customer segment steering committees and working groups are ultimately responsible for prioritizing the work UIS performs in service to CU. In Stage Two, work that is currently underway will continue to formalize the processes used within the steering and working groups. This will further our efforts to build alignment and understanding across our campus customers and partners.
Stage One was focused on surveying and blueprinting - in other words, building an understanding of UIS as we are today and setting a target for where we want to be.
UIS will address our future state operating model with the outputs of the NSF project. Our operating model must support the strategic objectives of the organization. Accordingly, translating strategy into a small set of specific principles is crucial for designing an effective operating model. The following design principles serve as objective criteria for designing the UIS operating model.
|UIS NSF Organizational design principles|
|1. Improve internal role clarity, accountability, and work processes to deliver UIS services in a way that is transparent and instills trust.|
|2. Improve the ways we interact with our cross-CU partners and influence demand for UIS services according to CU's strategic priorities.|
|3. Demonstrate strategic investment in roles that allow us to know the customer better and innovate for the future to further the academic and research missions of CU.|
|4. While maintaining department focus on developing high-quality, multi-campus solutions, allow UIS to be responsive and nimble in the reality of a constantly changing world.|
|5. Demonstrate attention to our UIS core values: People Centric, Integrity, Service, and Collaboration.|
|6. Be realistic about the risk change poses to UIS operations and our ability to change successfully.|
The following success criteria serve to orient the project and ensure we are tracking to a "true north" as the project progresses. Measurement of our success criteria will take place throughout the project lifecycle.
1. UIS Identity is Clear:
2. Develop UIS Culture to Support our Future State:
3. Employee Engagement:
4. Strengthen UIS Relationship with Customers:
As we receive questions throughout the New Service Framework project, we add them here with answers or a timeframe to gather an answer.
Q: If a business school administrator has a request for UIS in support of their goal to drive student success (for example), does it have to go through the School & Department BRM?
A: No, it could come through the Student Services governance group. However it comes in, UIS will work internally to ensure there is visibility to the request via the Single Pane of Glass and BRMs collaborating.
Q: How will the customer know if they should go to a customer segment BRM or the School & Department BRM with their request?
A: If the request is HR related, for example, the HR BRM owns the customer relationship and is responsible for keeping campus HR representatives informed about the request as it is worked. Our BRM team is expected to collaborate, so the School & Department BRM will also be aware of requests for work.
Q: Will there be a single BRM per customer segment?
A: All BRMs will have back-up and support. Some of our segments are bigger and need more ‘coverage’ – we need to go through the exercise of who is wearing the "BRM hat" currently, and what we want to have for the future. The HR service line is very different than Student for example.
Q: In terms of committing to delivery dates, does the BRM provide the business' expectation for the delivery date and what is driving their date?
A: Yes, this is correct. Since the BRM will have the relationship and understanding of the customer’s business needs, they should represent date constraints and expectations to the UIS partners that need to be involved in delivering the request.
Q: When a request comes directly to a Service Owner, who communicates back to the customer?
A: The BRM will ultimately be responsible for reporting back to the customer. However, we understand that initially with this being a new role, the relationships may not be built yet and there may be a short transition period.
Q: BRMs don't "solution" as part of their role; who is taking on the role of discovery? Often, a customer comes to us with a specific request, but we need more information.
A: We need to get to an appropriate level of detail to understand the request and determine the level of effort; there could be a group of people in UIS that would need to work on this (subject matter experts, business analyst role, and technical role potentially). During Stage Two, we’ll define what this process will look like.
Q: Who gathers requirements in the future state?
A: We will be looking at the solution design process in detail during Stage Two. Requirements gathering is certainly part of that so that we can accurately understand the level of effort for a request.
Q: Currently in UIS, teams approach estimating differently; will we standardize on the upfront "t-shirt size" estimating process?
A: Yes, we need to make sure there is enough accurate information to have a prioritization conversation. Currently, our teams handle estimating in different ways; having more consistency in our approach to estimating will help. We will work on this in Stage Two.
Q: We work with the campus Offices of Information Technology (OITs) on many projects. How would requests for work from come in from them?
A: This could come in a number of different ways based on what the work is. Once it’s in our house though, we would have mechanisms to route it accordingly. For example, the Unified Student Experience (USE) request came through IT Leadership; LeepFrog came through the Student Services governance group; operational requests for the Portal come to the Service Owner directly. Internally, we will have the holistic picture of this work and who needs to do what.
Q: Sometimes customers ask for something, but really need something else – what happens then?
A: The BRM needs to be able to bring in the right people to address what the true requirements are, determine what the solution is that will help them, understand level of effort, and prioritization (the customer may only know about one tool and are asking for it, but we have knowledge and experience to help guide them).
Q: Will the Single Pane of Glass (SPG) dashboard show work that has been completed?
A: Yes, the SPG will represent the work that is in progress, the backlog of requests, and what has been completed. We want to show service health and be able to articulate demand on the service clearly. The SPG is meant to represent the customer segment holistically.
Q: Will the governance groups be responsible for resolving questions about priority?
A: Yes – the customer segment governance groups are starting to do this. Right now, the main segments don’t have visibility to the School & Department areas, but over time we’d expect that to improve. The governance groups’ role is decision making.
Q: Will we look at customer email lists in Stage Two?
A: Yes -- Stage Two is all about the details including how we will communicate with customers. Addressing customer email lists, ensuring they are clean and up-to-date, is important.
Q: In Stage Two, are we going to work through more use cases/examples of how requests flow through UIS?
A: Yes -- in Stage 2, we'll be going to a level of detail to cover all the types of work that comes to UIS and ensuring we understand how it will flow through the organization in the future state.