The IT Organization

21 May 2001 1 For BCS by Nadine Mouali

The IT Organization

Part I


Don’t miss the train !


Customers of IT

Marketing

C.O.

HR

EngineeringFinance

Sales

Marketing

Sales

C.O.

HR

Engineering

Finance

IT

In 95 % of all projects, the requirements have a strong technology emphasis


The Business Expects the following Benefits of IT

• Guaranteed Network Connectivity

• Guaranteed Network Availability and Service Levels

• Real Time Access to your Network Information

• Day to Day Network Evolution

• Single Point of Operation

• Business Needs Enabled


Inter-dependencies:

Understand M arket &Custom ers

Develop V is ion & S trategy Create Products & Services

Sell P roduct & Services

O perate Network

Provide inform ation

Im plem ent P roduct &Services

B illing & Collection

Custom er M anagem entO rder M anagem ent

MA

RK

ET

CU

ST

OM

ER

S

M arketing

IT

Sales

EngineeringC ustom er O perations

Most projects are based on marketing requirements In most projects, the

requirements have a strong

technology emphasis

The Telecom Challenge


• Risks, issues and limitations– Formal development framework under construction

Marketing roadmap is very aggressive and subject to quick changes due to competition

The development requirements for the marketing roadmap should be well-defined and delivered on time. Before the start of projects!

We should respect the prioritisation! Team work and communication are essential Resources: no backup persons identified; no spare capacity for urgent matters Lack of monitoring tools to react pro-actively No existing business continuity plan Post-implementation reviews are lacking No clear functional definition for the next generation of GSM

The Telecom Challenge


Targets

– Develop an organisation which enables introduction, operation and maintenance of all new products and services (project driven)

– Review and implement an information technology which will keep the Business competitive and innovative in their product and service offering

– Reduce the maintenance and reworks of applications to a minimum– Ensure 99 % uptime for all applications– Deliver 90 % or more of the projects in time and 95 % of the projects in

budget– Enhance and optimise the billing process to ensure on-time delivery

(with a maximum delay of 5 working days)– Constantly review the performance and quality of all applications and

keep exploring the market for possible improvements

Adapting the IT Organization to the Telecom Challenge


SWOT Analysis

Strengths Weaknesses

Opportunities Threats

• Diversity of background among staff

• Professional skills• Team spirit• Flexibility• State-of-the-art architecture and applications

Difficulty to follow marketing needs with current Customer Care

and Billing system Changes on tactical marketing decisions Shortage of IT people in the market

Merge with Engineering Review of architecture and

applications Install methodology

• Lack of people with a strongexperience in telecom and internet business• Methodology; unstructured work• Lack of flexibility of Customer Care and Billing system

Strengths and Weaknesses of IT


BussNeeds

User

InitAss

PSO

UAT

User

Prod

ITS

UserPM

ITS

User User

Drivers

Controllers

Process

PSO

Doers

CSS

CRM/Point of Sales

Fin&Logistics/IMS/BOB/FRAUD..

PM

PM

PM

PSO

ITSA number of problems deserve our attention:

•Quality delivery is at stake•Working in silos•3 different development process streams•Continuous changes in development priorities•Solving issues generated by other departments•This affects:•The expert teams, the efficiency and indirectly the Business

Application-driven Organization

Where IT Comes From


IT Has to Revise and Change...

• The way of communication

• The project management process

• The service to the Business

• The individual roles and responsibilities and personality

• ...

Where IT is going to


How Can We improve the IT Management Process?

Use common and consistent systems development life cycle (SDLC), and

reporting processes

Re-emphasize the use of PSO as a central collection point for change

requests and business needs

Compare on a regular basis the IT plan with the actual business roadmap and

adapt it in accordance with the business

Make our planning and deliveries visible to the business

Organize post-implementation project reviews

Clarify individual roles and responsibilities

...

Towards a New IT Organzation


The COMMON Development Process

Project Process Controlling

Def

inin

g B

usi

nes

s N

eed

s

Pri

ori

tis

atio

n &

Pla

nn

ing

An

alys

ing

Bu

sin

ess

Imp

acts

Design, Development and test of Change Requests

Fu

lfill

th

e B

usi

nes

s N

eed

s

Use

r A

ccep

tan

ce T

est

Inte

gra

tio

n T

est

App. App. App....

Project Life Cycle

The Telecom Challenge is an IT Opportunity


BussNeeds

User

Anal. Bus.

impact

AO

IntegrTest

PSO

UAT

UserAO

Prod

ITSAO AO

Funct.. and Tech.Design

Dev Unit and SystemTest

PostImplRev

AO

PSO PSOPSO/PM

ITS PSO

Prior./planning

PSO

User User ITS

PSO

Drivers

Process

User

AO

Do-ers

Project-driven Organization



Admin.Assist

Req. Analysts

Deliv. Accept.

Planning

Finance

Human Resource

Security

PSO

Project leader

Proj.Mgt.

CSS

CMS

CSIM

ACD/IVR

CTI

App..Owner

SAP

IMS

Fraud

App..Owner

Internet/intranet

GIS/COMS

DIS

Lotus Notes

Scholar

Info Services

App..Owner

Office Infra.Mgt

Change Mgt

Technical serv.

App..Support

I.T.Operations

I.T. Director

New Functional Structure

Project leader

Project leader

Project leader



If I were the IT Director...

11

Admin.Assist

Req. Analysts

Deliv. Accept.

Planning

Finance

Human Resource

Security

PSO

Project leader

Proj.Mgt.

CSS

CMS

CSIM

ACD/IVR

CTI

App..Owner

SAP

IMS

Fraud

App..Owner

Internet/intranet

GIS/COMS

DIS

Lotus Notes

Scholar

Info Services

App..Owner

Office Infra.Mgt

Change Mgt

Technical serv.

App..Support

I.T.Operations

I.T. Director

New Functional Structure

Project leader

Project leader

Project leader

I would have paid a special attention to this bit:

PSO

Expert Teams Project Teams

Project Leader

Project Leader

Project Leader

Project Leader

Planning Team

Finance Team

HR Team

Communications Team

IT Corporation = a company within the company

The IT Business Unit

The IT Organization

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