Thank you for an amazing life experience. This is a bitter-sweet post for me. It is sweet because I will be returning my family and friends in the country that I love, Canada. Bitter as I will be leaving behind very good friends and an amazing team of people at the American University of Sharjah. I have… Read more »
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 building… Read more »
I have been a strong advocate of implementing Personal Learning Plans (PLP) for employees for years. This concept was introduced to me during my years working at the British Columbia Institute of Technology. I used the Personal Learning Plan process to help my teams improve their abilities in the jobs they have and to advance their… Read more »
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 services.… Read more »
Where do we place IT in the reporting structure of an organization? The topic of reporting structure and IT’s placement has nagged me for years. The typical answer for IT reporting structure is “it depends” and that is not wrong. Based on my experiences, I am firmly convinced that IT needs to report to the Chancellor/President/CEO, essentially… Read more »
I had the opportunity to attend a Gartner briefing on IT Sourcing in Dubai in May 2014. I found the session very valuable and it has made me think about some new approaches as we continue to be pressured to cut costs in higher education IT service delivery. Frank Ridder and Alexa Bona were… Read more »
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!
Let people know they matter. Steps for a leader.
Career Path for Management Roles There are three job descriptions in the management career path for our IT department. The entry level position is Team Leader. The Team Leader role has day to day operational responsibility for the services delivered by their team. The role also has tactical responsibility for project resourcing and reports to… Read more »
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 Client… Read more »