IT Governance Model IT Solution Request Workflow Guide
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What is IT Governance? Objectives of a robust IT Governance model: •Alignment of IT strategy with the business strategy –Establishes a process to identify the direct link between strategically aligned business objectives and IT Solution Request objectives –Defines a structured process to evaluate organizational IT priorities enterprise wide
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What is IT Governance? Objectives of a robust IT Governance model: –Facilitates organizational transparency to human and financial resources needed to maintain the established IT portfolio and successfully implement new IT Solution Requests –Provides a robust process to prioritize new IT initiatives based on established business need, strategic alignment and resource availability
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Why is IT Governance Important? • IT Governance is best practice and has been adopted by many municipalities in the United States • Empowers the City to strategically align IT resources to produce a greater return on IT investment • Ensures that IT which is deployed throughout the City is sustainable, secure, and effectively integrates systems across different platforms • Furthers alignment to the City’s strategic plan goal to be an Innovative and High Performing Organization Durham – Where Great Things Happen!
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How does IT Governance affect Solution Requests? • All request with IT components should be submitted through the IT workflow in the IT service desk application
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What Is a Solution Request? Solutions are requests for new systems or major upgrades to existing systems and functionality. • Any system that requires IT resources, including cloud apps, data center resources, integration with existing systems, changes in IT infrastructure.
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What is a not a Solution Request? General requests and Incidents should not be submitted through the IT Governance Center on BOSS and should continue to be submitted through General request and incidents should be submitted through their appropriate link in the service catalog in BOSS • General Requests: Are not solution request and should be submitted through BOSS service catalog. • Tasks necessary to sustain existing systems in production. • Examples: Form creation, Form Edits, Password resets, Installing browser updates, minor system updates, purchasing/installing items or software from list of TS standards. •Incident: Break/Fix issues
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How will Solution Requests be Prioritized? Scoring Criteria Strategic Alignment Supports 1 or more Strategic Goal Significantly moves the dial on any particular Strategic Goal Operational Alignment Address key operational issue or pain point Address key compliance or end-of-life issue Feasibility Business Unit Project and Post Implementation Resources are available Risk mitigation strategies are identified, believable, and incorporated into costing Financial Economic value (ROI/Cost-Benefit) Certainty of cost containment
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Who will Prioritize Solution Requests? • The IT Solution Development committee will Prioritize Solution requests • The IT Solution Development committee is comprised of the following members: Voting Members CIO CTO CDO IT Governance Manager Enterprise Business Analyst All Other IT Staff as Needed
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How Do I Submit My Request?
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How Do I Submit My Request?
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How Do I Submit My Request?
Enter the name of the requester
Indicates required field
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How Do I Submit My Request? Enter name of the department director
Explain the issue that is currently affecting your department
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How Do I Submit My Request?
If a request requires new funding (FY22+) TS PMO will require budget initiative information prior to Governance Committee review
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What Happens Next? • After you submit a solution request, it will be routed to your department director for approval • Upon director approval, your solution request will be sent to the TS Solution Development (SD)Committee for review • If you did not propose a solution, the TS SD Committee will contact you to gather requirements and begin researching current platform capability to meet the business need and/or new solutions • If you did propose a solution request, the TS SD committee may contact you for additional information and/or alternative solutions
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What Happens Next? • The SD Committee will vote after each solution request meeting determining whether the request will be consider Business as Usual, or a Business Case. • The SD committee may send the solution request back for additional information or research. • The IT Governance Steering Committee will review the Business Cases, to approve cycle projects • The SD Committee will schedule solutions request based on resource availability.
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Check the Status of your Request!
View comments made to update requester
View Status of Request
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Solution Request Dashboard
Customize your dashboard to help you view necessary information catered to you
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What if I Encounter an Issue Submitting my Solution Request?
919-560-1085
As with all TS questions, issues and problems, T.E.C.H. Point representatives are just a phone call away! Durham – Where Great Things Happen!
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