Tag Archives: it service management

Our First IT Core Service Catalogue

By | September 5, 2014

Tweet 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… Read More »

ISACA Revamps COBIT 5 Core Principles

By | August 29, 2014

Tweet 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… Read More »

We don’t need another Hero

By | May 13, 2014

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!

Career Paths – Client Services

By | October 20, 2013

Tweet 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… Read More »

Deming’s 14 Points for Management and Team Development

By | September 9, 2013

Tweet 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:… Read More »

Building IT Career Paths by Standardizing Competencies

By | August 14, 2013

Tweet 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.  … Read More »

What are Your Services?

By | May 28, 2013

Tweet 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… Read More »

Who is Your Customer?

By | May 3, 2013

Tweet 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… Read More »

Implementing Organizational Structure and Focus

By | March 23, 2013

Tweet 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… Read More »

My First 180 Days as a CIO

By | March 20, 2013

Tweet Hard to believe that time has gone so quickly in my CIO role.  On March 17, 2013 I have been the Director of Information Technology at the American University of Sharjah in Sharjah, United Arab Emirates for 180 days. It has been a huge change for me especially after spending 20 years at the British… Read More »