| | October 20178CIOReviewDesigning the IT Organization FOR SERVICE MANAGEMENTBy Michael Reagin, Corporate VP & CIO, Sentara HealthcareAs with many organizations, IT plays an important role in optimizing cost efficiency and enabling ongoing growth. Service Management is an essential philosophy that aligns all facets of technology management and delivery to business strategy. Behind the scenes, IT organizational structures must be customer-centric rather than focused on the needs the IT departments. The traditional IT structure compartmentalizes infrastructure and applications as key pillars with each of these pillars having several connecting points within the business, representing an entry into IT for issues, requests, status, projects and decisions. Furthermore, personnel within the traditional IT organization have many roles, including continuous service management, relationship building and project management. This model begins to break down as organizations grow larger and/or when serving a variety of customers. Organizational models that encourage and build efficient, scalable and predictable capabilities are what IT organization need in order to be successful. Our organization structure has created a system that supports these capabilities and represents four basic elements: Relate, Innovate, Run and Process. Achieving New CapabilitiesThis new model allows the Sentara Healthcare IT team to focus and specialize in these capabilities. RELATE - The Relate function is designed to have business relationship managers (BRM) who act as advisors to the business, bringing new ideas and advising on how IT can best support their needs. A BRM acts as the single point of contact, sharing status reports, updating project timelines and developing IT operational metrics. The business unit leaders and BRM develop business cases which are presented to governance teams for leadership input and approval. They also provide the translation of strategic objectives back into the IT organization and assist in navigation across departments for their customers' projects or requests.RUN - The Run function is the core of the IT shop for daily operations; housing applications and infrastructure teams. They are the team that allows the organization to scale by building repeatable processes and driving out cost from common tasks. This part of the organization focuses on Service Management and is the delivery group for minor work and operations. PROCESS - The Process function houses the Project Management Office (PMO) and manages the development of project management processes, IT strategy development, and project delivery. Also within the process organization is IT security. Having all of the global processes in one group enables a consistent approach to major IT initiatives, while also establishing organizational expertise for process management.IN MY OpinionIT Org : How It Fits TogetherBusiness Relationship Mgt.· Align with business lines for service management· IT partnership with the businessFeasibility· Pipeline management for new IT innovationStrategy & Risk Management· IT security and risk· Project management & PMO· Function aligned to the oce of the CIORelateRunProcessInnovateOur CustomersRun Operations· Consolidate systems & skills· Best practice service models(ITIL)· Enables cost-e ective growth· Infrastructure, app management & development IT support
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