RELIABILITY, from silos to synergistic value creation

BACKGROUND

Your IT department has many skilled specialists working in different groups. As is the tendency in such organisations, these groups become silos, specialised, competent, but ultimately constrained. Their output, in terms of fitness for purpose, utility, is meeting the requirements of the business.

However, fitness for use, warranty, is a different matter. Each silo has reached a state of normalised repetitive manual activities, which are difficult to remove within any one silo, given the resource constraints that are in place. Furthermore, there is an ever-present risk in the form of potential software license non-compliance and sub-optimisation.

OBJECTIVE

The infrastructure services group are primarily handling the customer interface in terms of service desk, incidents, and requests. That said, they have some spare resources and a lost of useful knowledge that, if channelled correctly can help the silos out of their cycle of repetitive manual activities. Furthermore, if the silos help each other, this opens the door to significant improvements, leading to reduced cost, reduced risk, and increased business value.

Your objective is to transform away from the status quo, with its ongoing cost, risk and limited value. To do this, you must work together in a tactical, well considered use of available resources. You are aiming to maximise the business value along the way to finish with a positive contribution over the 6 month playing period.