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Sustainable Governance: Transforming IT from an Oral to a Written Culture

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Wake Forest University's Information Systems department began writing down its procedures and establishing formal approval mechanisms, supported by ITIL guidance, which resulted in fewer meetings, measurable progress, and the ability to improve on its own processes.

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Copyright John Borwick, Jim Love, and Nancy Crouch 2009. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
Sustainable Governance: Transforming IT from an Oral to a Written Culture John Borwick, Jim Love, and Nancy Crouch EDUCAUSE SOUTHEAST REGIONAL CONFERENCE 2009 | JUNE 1, 2009
Agenda Introductions: Who We Are Picture of an Oral Culture: 1996-2007 Transforming towards a Written Culture: 2008 Where We Stand: 2009
John Borwick Assistant Director, Continual Service Improvement http://www.flickr.com/photos/27043124@N00/1892285322
Jim Love Process Analyst, Continual Service Improvement
Nancy Crouch Assistant CIO
Picture of an Oral Culture: 1996-2007
Wake Forest University
Information Systems flourished at Wake Forest University beginning in 1996.
Under one CIO, with low staff turnover, we hired many people each year.
Oral cultures are cyclic, depend on a stable community, and require extensive interaction. http://www.flickr.com/photos/37569287@N00/490273875
New employees have a difficult time in an oral culture. http://www.flickr.com/photos/19451080@N00/3263799851
Oral cultures depend heavily on elders and gurus. http://www.flickr.com/photos/49503180180@N01/435533081
Our CIO left, and the Interim CIO wanted to change how we worked. http://www.flickr.com/photos/arycogre/54110476/
Written cultures value documents over conversations and can build on previous accomplishments. http://www.flickr.com/photos/51035555243@N01/93819794
Written cultures help with audits, consistency, and they reduce telephone tag. http://www.flickr.com/photos/51035734296@N01/65917688
Transforming towards a Written Culture: 2008
Our group was formed. First we created yet another meetingthe IS Management Board (ISMB).
The ISMB approved a procedure template and a governing document procedure. Procedure Download the procedure template. Draft the procedure. If necessary, perform a security review. Perform a style review. Submit the procedure to the ISMB. ISMB approval. Post the procedure.
Governing documents cover the rules and procedures that involve multiple directors.
We created templates for our projects and services too. Project Requirements Document Template Service Level Agreement Template Service Acceptance Criteria Template Technology Evaluation Form
How do any of these documents become relevant in an oral culture? http://www.flickr.com/photos/33917831@N00/2188277801
What are you doing now, or within the next 30 days?
We hold training and office hours to talk with people about procedures.
We conduct semi-annual document reviews.
Where We Stand: 2009
We hold process improvement sessions using these documented procedures as a baseline.
We review metrics based on our procedures.
University ITSM Web Site http://itsm.is.wfu.edu Templates Blog entries & lessons learned ITIL v3 Foundations training information Fly-ins: contact Kriss Dinkins at [email_address]
Questions and Discussion Sustainable Governance: Transforming IT from an Oral to a Written Culture
What did you think? Your input is important to us! Click on Evaluate This Session on the Southeast Regional program page.

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Sustainable Governance: Transforming IT from an Oral to a Written Culture

  • 1. Copyright John Borwick, Jim Love, and Nancy Crouch 2009. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
  • 2. Sustainable Governance: Transforming IT from an Oral to a Written Culture John Borwick, Jim Love, and Nancy Crouch EDUCAUSE SOUTHEAST REGIONAL CONFERENCE 2009 | JUNE 1, 2009
  • 3. Agenda Introductions: Who We Are Picture of an Oral Culture: 1996-2007 Transforming towards a Written Culture: 2008 Where We Stand: 2009
  • 4. John Borwick Assistant Director, Continual Service Improvement http://www.flickr.com/photos/27043124@N00/1892285322
  • 5. Jim Love Process Analyst, Continual Service Improvement
  • 7. Picture of an Oral Culture: 1996-2007
  • 9. Information Systems flourished at Wake Forest University beginning in 1996.
  • 10. Under one CIO, with low staff turnover, we hired many people each year.
  • 11. Oral cultures are cyclic, depend on a stable community, and require extensive interaction. http://www.flickr.com/photos/37569287@N00/490273875
  • 12. New employees have a difficult time in an oral culture. http://www.flickr.com/photos/19451080@N00/3263799851
  • 13. Oral cultures depend heavily on elders and gurus. http://www.flickr.com/photos/49503180180@N01/435533081
  • 14. Our CIO left, and the Interim CIO wanted to change how we worked. http://www.flickr.com/photos/arycogre/54110476/
  • 15. Written cultures value documents over conversations and can build on previous accomplishments. http://www.flickr.com/photos/51035555243@N01/93819794
  • 16. Written cultures help with audits, consistency, and they reduce telephone tag. http://www.flickr.com/photos/51035734296@N01/65917688
  • 17. Transforming towards a Written Culture: 2008
  • 18. Our group was formed. First we created yet another meetingthe IS Management Board (ISMB).
  • 19. The ISMB approved a procedure template and a governing document procedure. Procedure Download the procedure template. Draft the procedure. If necessary, perform a security review. Perform a style review. Submit the procedure to the ISMB. ISMB approval. Post the procedure.
  • 20. Governing documents cover the rules and procedures that involve multiple directors.
  • 21. We created templates for our projects and services too. Project Requirements Document Template Service Level Agreement Template Service Acceptance Criteria Template Technology Evaluation Form
  • 22. How do any of these documents become relevant in an oral culture? http://www.flickr.com/photos/33917831@N00/2188277801
  • 23. What are you doing now, or within the next 30 days?
  • 24. We hold training and office hours to talk with people about procedures.
  • 25. We conduct semi-annual document reviews.
  • 27. We hold process improvement sessions using these documented procedures as a baseline.
  • 28. We review metrics based on our procedures.
  • 29. University ITSM Web Site http://itsm.is.wfu.edu Templates Blog entries & lessons learned ITIL v3 Foundations training information Fly-ins: contact Kriss Dinkins at [email_address]
  • 30. Questions and Discussion Sustainable Governance: Transforming IT from an Oral to a Written Culture
  • 31. What did you think? Your input is important to us! Click on Evaluate This Session on the Southeast Regional program page.