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Proprietary and Confidential IT Shared Services Implementation Roadmap
Proprietary and Confidential
IT Shared ServicesImplementation Roadmap
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IT Roadmap Deliverable
This IT Roadmap deliverable contains the timeline and high-level plan for the next 12-18
months of IT shared services activity.
The objective of the proposed timeline and high-level plan is it to help UT Austin identify
the IT work streams, gain an understanding of the key activities and timeline, and develop
an idea of resources required.
The deliverable contains:
– Key assumptions
– Initial high-level timeline for the Pilot Phase
– The transition approach leveraged during the timeline
– Initial estimate on the effort for the transition pending the expected complexity and size of a CSU
– The activities required to support implementation of the pilots
This deliverable is a Plan Phase work product. Information in the final shared services
recommendations may be different from what is in the deliverables, in response to
stakeholder feedback.
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Table of Contents
Section Pages
• Assumptions 4
• Decisions, Activities and Improvements 5
• Pilots – Transition Approach 7
• Pilots – Supporting Activities 9
• Pilots – Proposed Plan and Timeline 10
• Key Transition Activities 12
• Next Steps 19
4
UT Austin will conduct shared services pilots for IT that will include the following
elements:
– End User Services (EUS)
– Infrastructure as a Service (IaaS)
– Networking
– Co-Location Hosting in the Data Center
• Roadmap activities will occur in alignment with the IT Transition Strategy
• Implementation and transition activities for the IT pilots will be supported by
dedicated project team(s)
• Services leveraged in the IT pilots will be improved throughout the Pilot Phase
• Key capabilities required for the IT pilots will be improved throughout the Pilot Phase
– Evaluation and implementation of a service management tool (e.g., ServiceNow, FootPrints)
– Implementation of critical Information Technology Infrastructure Library (ITIL) based processes
• Service and capability improvements will be evaluated for delivery periods of three
months or greater
• Implemented capabilities will be leveraged by ITS for other services to provide
additional benefits to UT Austin
4
Assumptions for the Implementation Roadmap
Note: ITIL is a set of procedures for IT service management (ITSM) that focus on aligning IT services with the needs of organizations.
5
• Decisions to be made before the pilots can be launched
– Workforce transition approach
– Definition of the processes and approach
– HR support for the participating units to conduct the workforce transition approach
– Funding and chargeback approach
– Definition on how the pilot activities will be funded (e.g., investments, transition cost, operational cost)
– Definition on how the CSUs contribute to the funding of the Pilot Phase
• Program structure for the pilots to be defined and established
– Overall program structure for the IT pilots (e.g., roles, responsibilities, reporting lines, governance,
project and program organization)
– Support provided by the program to all participants of the IT pilots: HR, Training, Communications,
Change Management, Finance, and Value tracking
• Replace/Improve the IT Service Management (ITSM) tool support during the pilots
– Leverage existing tools and infrastructure to start and operate the pilots
– Replace existing tools and infrastructure with the new ITSM environment for some critical capabilities
– Synchronization between the initiatives
– Service and capability improvements will be evaluated over no less than a three month service window
5
The successful launch and implementation of the IT pilots with selected colleges,
schools and units (CSUs) is dependent on key shared services decisions and
confirmation that operational support for the IT pilots is in place.
Decisions and Activities Required Prior to the Launch of IT Pilots
6
• Service improvements to ensure that the IT pilots cover and evaluate the initial scope
of service
– Infrastructure as a Service (IaaS)
– Implement improvements to the virtual compute environment for virtual machines and storage
– Integrate with EUS to ensure that existing CSU services can be transferred into shared services
– Network Services
– Integrate with EUS to transfer local network support and administration into shared services
–EUS team handles activities required onsite in collaboration with the network team
–Network team supports, administers, and manages the local network remotely
– Data Center Services
– Integrate with EUS to make sure that all servers that are not part of the IaaS are co-located in the UT Austin data
center (with the appropriate exception handling as needed)
• Improve operational and customer facing capabilities across ITS and LAITS
– Design and implement relationship management function
– Improve service management capabilities
– Improve existing tool set or implement new tool set with goal to have a unified service management process across
all IT shared services (e.g., incident and request management, service desk)
– Improve service introduction and provisioning capabilities
– Improve management capabilities (finance and performance management)
6
Improvements Required During the IT Pilots
Note: Service Desk refers to the contact center capability specific to IT. Please refer to the Transition Strategy document for more details on the recommended capability improvements.
The introduction of service and capability improvements is recommended during the IT
pilots. Allowing ample time for evaluation will strengthen the broader IT shared
services capability.
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Transition of IT services from CSUs can be accomplished using the following framework .
Transition Approach for a CSU During the Pilots
Project Management
Change Management
(includes workforce transition, training, and communications)Initiate
MobilizeAnalyze &
DesignTransition
Operate
Agree with
leadership on
• Service Scope
• Approach
• High-Level
Timeline
• Stakeholders
• Participants
• CSU leadership
• CSU IT leadership
• LAITS leadership
• Shared services
leadership
Key O
bje
cti
ve
sK
ey P
art
icip
an
ts
• Develop project
charter
• Develop initial project
plan
• Staff project team
• Kick-off project
• CSU IT leadership
• Stakeholders
• LAITS leadership
• Project Manager
• Project Team
• Shared services
leadership
• Analyze the current
environment
• Define target state
based on service
model
• Identify and close
service gaps
• Refine transition plan
• Kick-off transition
• CSU IT leadership
• Stakeholders
• Project Manager
• Project Team
• Subject Matter
Experts
• Deploy services
• Establish service
team
• Transition operations
to new services
• Retire existing
environments
• CSU IT leadership
• LAITS leadership
• Shared Services
leadership
• Project Manager
• Project Team
• Service Teams
• Operate service
as agreed upon
• Provide additional
support during the
start phase
• Close transition
project
• LAITS/ITS service
teams
• CSU IT leadership
Note: Transition approach will be supported by a dedicated transition team (project team)
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During early stages of planning, the following estimation matrix can be used for
transitioning a CSU into the IT pilots for shared services.
Estimation Approach for the CSU Transition into IT Shared Services
Complexity of service needs Organization
size
Sizing
category
Estimated
• Vast majority of needs are covered by
standard services
• Simple organizational structure
• IT environment already consolidated
Small Small 1 - 2 months
• Some variation of service needs of which
majority fit within standard services
• More complex structure with variation on
service needs
Small – Medium Medium 3 – 4 months
• Broader variation of service needs of which a
significant amount fit within standard services
• Organization contains some more independent
units
• Some special service needs exist
Medium - Large Large 6 – 9 months
• Broad variety of services required
• Significant amount of faculty engaged in
complex research activities
Large Custom Requires
discovery
effort
Notes: Time estimates will be validated/revised based on the pilot experience.
Time estimates assume a dedicated project team
Time estimates do not include service improvements that are significant in nature
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• Change Management Activities
– Human Resources support
– Workforce transition
– Hiring of resources/staff for the transition period as well as the service team
– Staff engagement survey
– Communications support
– Development of an effective communication strategy
– Execution of the communication strategy (e.g., announcements within the participating CSUs, campus
announcements)
– Training support
– Development of training material
– Execution and management of training (e.g., skill development of staff)
• Financial and performance management support
– Tracking and reporting of key performance measurements
– Tracking and reporting of key financial measures
– Developing the rate
– Billing for the service
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The successful implementation of the pilots will require support from non-IT functions.
These functions can be shared with the other pilots.
Supporting Activities
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Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Key Milestones
Governance
Administrative Pilot(HR, Finance, Procurement)
IT Pilot(End User Service, Infrastructure as
a Service, Network, Data Center)
Service Infrastructure(Tools, Processes, Skil ls, Technical
and Physical infrastructure)
Pilot Assessment(Service Delivery Quality,
Productivity, Service Performance,
Customer Satisfaction)
FY 13 - 14 FY 14 - 15
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Proposed Implementation Plan and Timeline for Pilots
Prepare
Transition Volunteers
Operate Pilots
Prepare
Transition Volunteers
Operate Pilots
Implement Improvements
Prepare
Deploy to Pilots
Pilot
Approval
Shared Services
Decisions
Pilot
Review
Pilot
Review
Pilot
Review
Prepare
Establish Govern Pilots
Assess Assess Assess Assess
(Source: UT Austin Shared Services Steering Committee presentation)
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Work Streams
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Apr
Key Milestones
Prepare Pilots and Improvement Program
Transition pilot customers and conduct pilots
Improve IT services
Organizational Alignment
Program Management
Change Management
Assess pilots
FY 13 - 14 FY 14 - 15
Establish/Improve key customer facing and
operational service management capabilities
Overview by Key Work Streams
Pilot
approved
Pilot
review
Pilot
review
Shared Services
Decision
Activity during pilots
Activity beyond pilots
Interim milestone
Major milestone
Legend:
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Key Activities
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Apr
Prepare Pilots and Improvement Program
Define funding & chargeback model for pilots
Define workforce transition approach for pilots
Define SLAs for pilots
Develop pilot plans
Staff the pilot teams
Establish pilot governance
Kick-off pilot program
Transition pilot customers and conduct pilots
CoLA
Provost Office
College
Improve IT services
Organizational Alignment
Program Management
Change Management
Assess pilots
FY 13 - 14 FY 14 - 15
Establish/Improve key customer facing and operational
service management capabilities
Prepare Pilots and Improvement Program
Implement on various pilots
Activity during pilots Activity beyond pilotsInterim milestoneLegend:
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Key Activities
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Apr
Transition pilots customers and carry out pilot
CoLA
Deploy funding & chargeback model
Mobilize transition
Analysis and Design
Implement required service additions
Carry out transition
Operate and improve
Provost Office
Initiate transition
Mobilize transition
Analysis and Design
Implement required service additions
Carry out transition
Operate and improve
College
Initiate transition
Mobilize transition
Analysis and Design
Implement required service additions
Carry out transition
Operate and improve
Improve IT services
Assess pilots
Assess benefits
Assess service quality
Assess staff impact
FY 13 - 14 FY 14 - 15
Establish/Improve key customer facing and
operational service management capabilities
Transition Customers and Conduct Pilots
Activity during pilots Activity beyond pilotsInterim milestoneLegend:
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Key Activities
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Apr
Iterative improvement process in collaboration with transition team
Service model changes
Identify service model changes
Implement changes
Deploy to all (pilot) customers
Service model additions
Identify service model additions
Implement additions
Deploy to customers as needed
Establish new service model
Analysis and Design
Assess current state
Define target state
Implement target state
Deploy target state model to all
(pilot) customers
Improve new service model
Identify service model changes
Implement changes
Improve existing service model
Identify service model changes
Implement changes
Deploy to all (pilot) customers
Ne
two
rk
Serv
ice
sFY 13 - 14 FY 14 - 15
End
Use
r Se
rvic
es
Infr
astr
uct
ure
as
a Se
rvic
e
Improve IT Services
Activity during pilots Activity beyond pilotsInterim milestoneLegend:
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Key Activities
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Apr
ITSM tool selection and procurement
Develop ITSM requirements
Establish vendor short list
Decision that new ITSM tool is required
Carry out RfP
Procure solution
ITSM integrator selection and procurement
Develop ITSM integrator requirements
Establish vendor short list
Carry out RfP
Procure solution
FY 13 - 14 FY 14 - 15
Improve IT Capabilities – ITSM Tool Selection and Integration
Activity during pilots Activity beyond pilotsInterim milestoneLegend:
ITSM - IT Service Management
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Key Activities
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Apr
ITSM tool and integrator selected
Design and implement key organizational elements of the operating model
Define and design most critical functions (e.g.
service introduction)
Define key roles and responsibilities within the
functions and organization
Define key interfaces between the functions
Refine existing IT governance
Implement ITSM for most critical service management areas
Analyze current processes and design target
processes
Define and document processes (e.g. artifacts,
roles & responsibilities, flow diagrams)
Implement processes in the selected ITSM tool
Design and implement other tool changes
Identify, analyze, and design other tool or
system changes
Implement tool or system changes
Decision on ITSM deployment to pilot
Deploy processes, ITSM, system and tool changes to ITS (pilot and other services)
Provide training on revised operating model
Establish functions, roles, interfaces and
Deploy processes, tools, and system changes
Deploy processes and ITSM to LAITS (pilot)
Provide training on revised operating model
Establish functions, roles, interfaces and
Deploy processes, tools, and system changes
Continue to improve and refine operating model and processes as needed
FY 13 - 14 FY 14 - 15
Improve IT Capabilities – Implement ITSM tool
Notes:
• Service Desk is considered a key capability. Service Desk
refers to the contact center capability specific to IT.
• Freeze/Close Pilots based on current timingActivity during pilots Activity beyond pilotsInterim milestone
Legend:
Freeze Pilots Close Pilots
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Key Activities
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Apr
Organizational Alignment
Define target state organization
Define workforce transition approach
Prepare organizational change
Decision on LAITS EUS and ITS EUS merger
Merge LAITS EUS and ITS EUS
Reorganize ITS
FY 13 - 14 FY 14 - 15
Organizational Alignment
Activity during pilots Activity beyond pilotsInterim milestone
Legend:
Major milestone
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• Development of a transition plan for campus
• Implementation of the revised funding and chargeback model
– Funding of local infrastructure assets (e.g., routers and switches, desktop equipment)
– Funding of additional shared services infrastructure assets (e.g., network tools, service management
tools)
– Rates for the revised services
• Implementation of the organizational changes
– IT Shared Services
– EUS organization – Merger of LAITS and ITS
• Ensure that pilot services are scalable
– Operating model
– Processes
– Tools and Infrastructure
– Training
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Following a successful Pilot Phase, the subsequent rollout of IT shared services to
campus would still require a few key preparation steps.
Preparing for Roll-out of IT Shared Services Following the Pilots
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• Develop and establish the Pilot Phase and project organization
– Governance structure for the Pilot Phase
– Leadership for the program and project
– Support structure for the program
• Start the preparation of the pilots with regard to
– Funding and chargeback model
– Workforce transition approach
• Decide on the ITSM tool and how to proceed with the pilots
– Leverage existing ITSM environment (FootPrints)
– Degree of investment to improve the existing ITSM environment
– By when to introduce improved capabilities based on the new ITSM environment
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To accelerate the launch of the pilots, UT Austin will need to consider the following
steps:
Next Steps
