How Would You Reorganize An Application Service Delivery Model?

I have been thinking a lot about re-engineering the service delivery model for the application services team that I lead. I have been guiding my team to think about:

“We deliver the platform and work with the business to provide services”.

Our applications team is made up of subgroups aligned by major application services.  Here are the major applications:

  • Business Intelligence
  • Collaboration Tools
  • Document Management
  • Email and Calendaring
  • ERP (Student, Finance, HR, Doc Mgmt)
  • Identity Management
  • Learning Management Applications
  • Microsoft Applications
  • Oracle Database
  • Portal (for students and employees)
  • SQL Server Database

Currently, there are 3 teams in place in our Business Application Services group. Here are the roles in each team:

Support Team

  • Oracle DBA
  • Document Management
  • Business Intelligence
  • Project Management
  • Business Analysis
  • Identity Management

Email and Collaboration Team

  • Email
  • Calendaring
  • Instant Messaging
  • Collaboration Platforms
  • SQL Server DBA
  • Microsoft Applications
  • Enterprise Portal

Developer Team

  • Oracle Developers
  • Lotus Domino Developers
  • Microsoft Developers
  • Java/Web Services Developers

I am interested in hearing from any of you that lead groups with similar responsibilities.  Do you have a suggested structure for me to consider?  Do you split your team based on roles (technology domains)  or by application (vendor) platforms? Do you split operational work from project delivery?  Does your governance structure influence your teams organization?

Any suggestions are very welcome and I hope to learn from some of your experiences.  Thanks in advance.

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2 thoughts on “How Would You Reorganize An Application Service Delivery Model?”

  1. Hello Leo – Hope you are doing well. The question that you asked is very interesting. I am in a similar situation at this point in time. My title is IT Director. The teams I support are Database Admin, Data Architecture, BI, Enterprise Content, Collaboration, Application testing and automation, ETL, COTS apps (Peoplesoft etc.) and other smaller functions. Currently, the umbrella team is called Data Architecture. I am planning on changing it to Application Services. Does that make sense?

    Kuldeep

    1. Kuldeep,

      Thank you for the comment. I wrote this post a few years ago and have evolved my team since then. I now have 3 teams in my Applications group aligned around delivering a group of related services. The new structure are built around the ERP stack (Oracle based) and its related services including portal and BI and the Collaboration stack (Microsoft based) and its related services including Unified Communication, Learning Management and Enterprise Content sharing.

      I like your plan to include “Services” in the group title. Adding it puts more focus on service delivery.

      Thanks again, Leo

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