Building a world class IT service organisation
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Building a world class IT service organisation requires establishing a sense of urgency, creating a guiding coalition, developing a vision and strategy, and communicating that vision. It also requires empowering broad-based action, generating short-term wins, consolidating gains, and anchoring new approaches in the organizational culture. Key elements include commitment, credibility, having the right strategy and culture, capable people, and effective processes supported by partners. The organization must display courtesy, skills, integrity, reliability, responsiveness, assurance, empathy, and provide tangible products, with awareness in communication and understanding.
Building a world class IT service organisation
- 1. Building a world class IT service organisation Jawaid BhattiJawaid Bhatti Technology Group Operations ManagerTechnology Group Operations Manager GLA (Mayor of London)GLA (Mayor of London) Jawaid.Bhatti@London.gov.ukJawaid.Bhatti@London.gov.uk
- 2. From now into the future …From now into the future … Building a world class IT service organisation • World class transport organisation • Growth in travel • Customers expectations • Create a Positive service culture • Customers interact directly with the infrastructure • Cutomers value reliability, responsiveness, assurance, empathy and tangibles
- 3. Building the world class service…Building the world class service… Building a world class IT service organisation 1. Establish a sense of urgency 2. Create a guiding coalition 3. Develop a vision and strategy 4. Communicate the vision 5. Empower broad-based action 6. Generate short-term wins 7. Consolidate gains & produce more changes 8. Anchor new approaches in culture
- 4. Four Key Areas …Four Key Areas … • Commitment • Credibility StrategyStrategy && CultureCulture PeoplePeople ProcessesProcesses PartnersPartners Building a world class IT service organisation • Capability • Continuity • Consistency • Creativity • Alignment • Value
- 5. Key Organisational Behaviours …Key Organisational Behaviours … Building a world class IT service organisation Courtesy Skills & technical competence Safe & secure Integrity Ease of use Consistency & reliability Be reponsive Assure Empathise Provide better tangible products Awareness in our communication Understanding
- 6. Key Personal Behaviours …Key Personal Behaviours … Building a world class IT service organisation I know the products and services available at any given time. I know the rules of my organisation including my freedom to act. I have the technical skills to do my job I am personally motivated. I have the communication and social skills to relate to customer and team issues I empathise with the customers and with fellow team members. I am aware of how I come across to others I manage my own feelings and stay in role whenever I am in a public facing role. I have a sense of urgency I believe in the team – I understand the high level of collective impact and my role in that team. I have an eye for detail and take action when I see things aren’t right.
- 7. world classworld class IT serviceIT service OrganisationOrganisation …… a customer-focused strategy …a customer-focused strategy … Building a world class IT service organisation A customer-centred culture People performing well Efficient technology and processes Well grounded Partners and Suppliers
- 8. Building a world class IT service organisation Jawaid BhattiJawaid Bhatti Technology Group Operations ManagerTechnology Group Operations Manager GLA (Mayor of London)GLA (Mayor of London) Jawaid.Bhatti@London.gov.ukJawaid.Bhatti@London.gov.uk