The ITS transformation to the Service Management Program was completed on June 30th, 2016. Current program information is now on the Service Management Office website.
Please refer to http://smo.psu.edu for information and questions.
Service Management Process Team Composition – Large Units
IT Transformation has a lot of moving parts, and sometimes it’s difficult to know who is in charge of what. Below is an general outline. For more detailed questions, please contact an ITS Process Manager, the Service Management Office, or an ITX Team Member.
The pdf version of the above diagram.
Information Technology Services
ITS is one of the early adopting units of the Service Management Program. Unlike the pilot and other adopting units, ITS is challenged with a large scale, multiple established processes that will need to change, and expertise that is separated across subunits. Thet scale and impact of the transformation that needs to happen to support unified processes in ITS is larger than other adopting units. The lessons learned from ITS will directly feed in to other large scale subscribers, such as Finance and Business.
ITS team members need to:
- align current processes to the shared policies and procedures;
- facilitate communications between/across ITS subunits;
- actively work together to discover gaps and needs;
- normalize processes across ITS subunits;
- identify staff that need to be involved in conversations and training;
- keep open and proactive communication with their peers, process liaisons, and managers;
- teach themselves and others what needs to happen next; and
- understand their roles and responsibilities within each process based on the process standards and program roles and responsibilities documentation.
IT Transformation (ITX) Program Team
ITX is the team that is working to stand-up service management across Penn State IT. Although many team members placement was contributed by ITS subunits, their current responsibilities are not to ITS, but to the success of the bigger program. For their allotted time and percentages on the program, they have responsibilities to the IT Transformation Steering Committee, the vice provost for IT, and all five participating units.
ITX team members:
- coordinate vendor input to the program;
- organize shared work;
- create proposals for ITX Steering on approach;
- coordinate implementation needs with Outreach Information Technology, ITS, Smeal College of Business, Penn State Harrisburg, and Penn State York;
- coordinate documentation and peer review input from across Penn State;
- handle procurement and spending;
- manage tool development;
- respond to questions and share knowledge;
- develop training strategies, awareness overviews, and process and tool training sessions;
- coordinate the development of the End User Portal for self-service;
- facilitate shared conversations, workshops, and steering decisions;
- document lessons learned from the pilot unit to optimize for early adopters and future subscribers;
- report results to leadership;
- transition operational tools and processed to the SMO and proposed PPMO; and
- work with the SMO to craft proposal for Penn State IT subscription.
ITS Subunit Process Liaison Role
- Who are the ITS subunit process liaisons?
- Source of the following information is from the Service Management Office Process Liaison primer :
What is this role?
- Process liaisons represent a subunit’s interests with the Service Management Program, acting as a single point of contact in the subunit for one or more Service Management Program processes. The time commitment for this role may vary by process or unit depending on need.
General Responsibilities
- Act as a single point of contact for the process manager(s) to provide and distribute information to the subunit as needed
- Communicate the Service Management Program vision and the strategic goals of the process(es) to the subunit
- Act as a leader for change
- Exchange information with other subunit process liaisons to support continual process improvement
- Request changes to unit-level or shared process and procedures to ensure optimal overall performance for the subunit
- Publicize activities and build commitment and consensus around process management activities
Key Activities
- Ensure the subunit is utilizing process(es) to support the University’s business strategy
- Ensure accurate reporting of subunit process compliance measurements
- Identify and combine similar and/or overlapping activities and initiatives within the subunit
- Coordinate inter-process changes with other process liaisons
- Provide subunit process accountability through design, implementation, and continuous improvement activities in the process lifecycle
- Work with all functions within the subunit to ensure processes are executed as designed and measure accurately and completely
- Facilitate resolution of interface problems with other process liaisons
ITS/ITX Project Team RESPONSIBILITY ASSIGNMENT MATRIX (Implementation)
- Purpose: Clarifying roles and responsibilities. Describes participation by role in completing work packages or tasks and includes the project team. Referred to as a RASCI chart.
- ITX/ITX Project RASCI chart.
The Service Management Office (SMO)
The Service Management Program called for the creation of the Service Management Office, and ITX Steering agreed that for staffing purposes the office would be hosted within ITS. Like the ITX Program team, the duty of the SMO is to Penn State IT, as opposed to being ITS focused. The SMO’s duties will expand as more processes move into operations, and the program matures.
During implementation, the SMO will:
- act as the primary, long term resource and repository for the Service Management Program;
- facilitate discussions and decisions around the shared processes, standards, and tools;
- champion the processes and have an authoritative understanding of them;
- be responsible for documentation and revision control following an ISO 9001 model;
- prioritize tool development and change requests;
- facilitate process audits;
- propose solutions that support a virtual shared service desk model; and
- work with the ITX Program team to develop a model to onboard subscribing units.