Mozaic was asked to assess the capability of the IT department to enable the Universities business objectives. An assessment was carried out and a 3-phase transformation programme was agreed, carried out by Mozaic with the organisations’ IT department.
Driving IT Maturity Across a University
The
Engagement
The Challenge
The IT department had suffered a period of under investment resulting in the department operating in survival mode and not aligning with the Universities business objectives.
Mozaic undertook a comprehensive assessment of IT capabilities which looked at the organisational structure, Governance and tools.
This resulted in a 3-phase programme being approved and implemented with Mozaic: –
Phase 1 Stabilisation – Restructuring of IT teams and ways of working, focussed at improved IT Service Management processes and ServiceNow tooling to deliver greater consistency of operational services.
Phase 2 Transform – Introduction of Product centric ways of working to improve business engagement and delivery of core services across the enterprise. Build of ServiceNow using SPM to improve delivery.
Phase 3 Benefits realisation and embedding – Driving industry good practice & policy through strengthened management information, SLAs & KPIs. Extended use of tooling to support business change
The Approach
The Results
By taken a phased approach to transformation the University have been able to deliver improvements and value incrementally: –
- A committed transformation plan and business case to secure funding for the full transformation
- An agreed target operating model for delivery
- Significantly improved Service Management, providing improved user experience and engagement and more predictable performance of operational and project services
- Introduction of industry good practice policy and processes for all delivery areas
- A clear demand management capability resulting in prioritised and agreed pipeline of work in-line with business objectives and priorities
- Newly established steering committees to provide guidance and guardrails for future business opportunities and changes.
- A full set of new Enterprise Service Management tooling
- The introduction of Agile and Product delivery models through which incremental value was delivered by all teams
- Business intelligence utilising dashboards and trend analysis to provide insight for leaders
- Service Level Agreements and Key Performance Indicators
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