Present: Joel Manfredo, David Mann, Joe Desuta,
Jeff Reid, Keith Golden, Sean Brown, Jim Sutter, Dave Phillips
We
started the meeting by sharing fond memories of Paul Gray, Professor Emeritus
at Claremont, a long time member of the group, who died recently. Many of us had known Paul for many years, and
we will miss his presence, his presentations and contribution to our
discussions.
We
welcomed a new member, Allison Watanabe, to her first meeting.
The
following is a list of topics and speakers through September:
6/14/12 IT Service Catalog Joel Manfredo
7/12/12 Mobile Device Security David Mann, Neudesic
8/9/12 Mobile Application Development
9/13/12 CIO Compensation Ken Wechsler, Radford
Topic: IT Service Catalog
Joel Manfredo’s
presentation was based on his experiences at the County of Orange data center,
which provides IT services to 7 programs and 32 agencies and/or departments
(see slide 3). The services they provide
are fairly standard - data center services, Help desk, network support, voice,
security, application and data services, project management, and finance and
contracts administration – but they transformed the way they provide these
services to running a service delivery business. This has taken lots of time (starting in
April 2009) and effort, but the results are very good. Slide 8 describes the 5
phases and the method – plan, implement, absorb, measure – and the following
slides the improvements within each phase. There is a wealth of information in
these slides and I recommend that you take the time to work through them. By Oct 2010 they had produced a mini service
catalog, as a marketing brochure.
Version 1 of the Service Catalog was introduced in Oct 2011, and version
2 in Feb 2012. Joel had copies available
for us to see and we were impressed with their quality and
professionalism. Slide 48 lists a set of
interesting conclusions and lessons learned.
We asked those present to
tell us whether they provide all their IT services in-house, or use outsourced
suppliers, and how do they measure the services provided.
Joe uses both, and has
the best and worst of both approaches.
He agrees that you have to build your way up to Joel ‘s approach, and it
takes time to get to a formal catalog of services.
Jeff uses all in house IT
services, but they do not collect all the data necessary to produce all the
reports. It has taken him time to
produce standard reports. They do
allocate costs, and they do try to be transparent.
Keith complimented Joel
on his presentation. He also does
everything in house. It is a continuous
battle. They do not allocate costs.
David said that in his
prior company, they did not have a service catalog but they did go for total
transparency. He was very impressed with
the professionalism of they Service Catalogs that Joel produced.
Allison said that in her
prior company, they had to sell their services to the users. They initially out-sourced all IT services
but ended up bringing it all in house.
Joel's slides are at: http://www.slideshare.net/occio/ .
Joel's slides are at: http://www.slideshare.net/occio/ .
