5 years, 5 months ago

Our First IT Core Service Catalogue

I am very proud to announce that we have published the first version of our IT Core Service Catalogue for our university. We started this process in November 2012 and I described the approach in a post called : Introducing IT Service Management Using a Core Service Catalogue.  This post described our approach to building […]

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5 years, 5 months ago

ISACA Revamps COBIT 5 Core Principles

A month ago, I saw the announcement from ISACA about their work revamping the COBIT 5 Core Principles.  These 5 principles provide a good foundation for structuring an IT strategic plan.  It is good to see that the principles start with stakeholder needs.  This aligns well with our shift from focusing on technology to delivering services. […]

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5 years, 6 months ago

Notes from Gartner IT Sourcing Forum – Dubai May 2014

I had the opportunity to attend a Gartner briefing on IT Sourcing in Dubai in May 2014.  I found the session very valuable and it has made me think about some new approaches as we continue to be pressured to cut costs in higher education IT service delivery.   Frank Ridder and Alexa Bona were […]

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5 years, 9 months ago

We don’t need another Hero

Developing strategies and approaches to change this culture is key to moving our organizations to a Service Management model. It all starts with taking the time to plan, analyze and implement processes. Not easy but the end results are far more effective than ad hoc solutions created in a time of crisis. We don’t need another Hero!

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6 years, 4 months ago

Career Paths – Client Services

Career Path for Client Services Roles There are four job descriptions in the client services career path for our IT department.  The entry level position is Student Worker.  This role supports the staff on the IT Service Desk and allows us to extend our hours of service to the University. The next level is Client […]

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6 years, 5 months ago

Deming’s 14 Points for Management and Team Development

Dr W. Edwards Deming’s work on quality control provided guidance for management and team development.  We reviewed Dr W. Edwards Deming’s work on quality control in Japan in one of my project management courses.  Deming is best known for his focus on quality and improvement.  Many of us are familiar with Deming’s Cycle for Improvement: (PDCA) […]

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6 years, 6 months ago

Building IT Career Paths by Standardizing Competencies

This post describes our journey to building standardized IT career paths.  When I joined the American University of Sharjah in September 2012, I booked one to one meetings with all my staff.  One of the predominant themes from our talks was the lack of clarity on what their respective career paths looked like.   In […]

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6 years, 8 months ago

What are Your Services?

We discussed Who is Your Customer?  in my previous post, now it is time to start to think about what services we deliver to our community.  After running an exercise on identifying our customers and the categories they fit in, we started to work on the services we deliver to our University community. The IT […]

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6 years, 9 months ago

Who is Your Customer?

Who is Your Customer?  This may be easy for many businesses especially if they are selling consumer goods.  If you ask any service organization at a University, the standard response is “Students are our main customers”.  The rationale here is that without our students, we wouldn’t have a university.  At a very high level this […]

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6 years, 10 months ago

Implementing Organizational Structure and Focus

When I joined the IT Department at the American University of Sharjah as the Director, I was presented with an organizational structure challenge.  I found out that I had 21 direct reports and that my department did not have a concept of operational management!  I had just come from being the Manager, Business Application Services […]

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