Feb 13, 2009
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Challenges for IT: Doing More
Many IT departments I’ve spoken with lately are challenged by having too much on their plate. They need to support current applications, make modifications, keep the servers running, etc.. All the while, they are being asked to develop new apps that can advance corporate goals. For an IT deptartment that has been barely keeping on top of everything (and likely can’t hire anyone right now), this can be a real problem. How to make room for more than just keeping the lights on?
The first step to solving it, is to get a clearer look at it.
On the one side, there are different people making requests: management, department heads, existing users. This is IT’s client.
On the other side, there is the IT department: the implementors.
Usually, communication between the two is some form of adding more and more onto a task list. Getting things done is a matter of addressing the squeekiest (and easiest) wheel first. In this kind of environment, there is no visibility. Its just a series of requests, push back, delivery and more requests.
Nobody really knows the overall picture on what is currently on everyone’s plate, how far along they are and whether there is room for more. Without that visiblity, there is no room for change or improvement other than saying “we need more people” or “leave me alone, I’m already too busy.”
You can improving the situation by implementing structured communications. Create fixed categories for the communication to go through. Instead of simply putting information into a document or a spreadsheet, create a basic plan that answers 5 key questions.
The critical categories/questions to start with are:
- What will be done - a description of the project and/or its goal
- How is it going to get done -a description of the tasks
- When will it be done - a start and end date
- How much time (in terms of effort) will it take to do
- Who is going to do it.
By creating fixed categories, the communications becomes useful as a source of information. It is not left as a series of unstructured to dos. It is a plan that is full of data. It becomes a tool for having a higher degree of visibility on projects, resources and the way things get done in the department.
You can now see what a client’s request is all about. You will have defined categories whose values you can measure and track over time. (You will also have a common point of reference between you and your client which can help improve your communication.)
Another benefit is that the standardized categories can then be searched and cross referenced for overall department or company reports. This provides real-world business intelligence that can lead to better strategic planning and, in the case above, with a way to see how to do more with existing resources.
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