Achievements
The OneTAFE ITSM project was an outstanding success on many levels but, most significantly, it was a success in one of the most challenging
environments potentially experienced by an organisation. For the ICT Group and, more broadly, TAFE NSW, it changed mindset and culture in relation to ICT practices by delivering a timely, corporate service management function where none had previously existed.
More specifically, the project delivered:
-A cloud based, scalable ITSM platform consolidating multiple enterprise processes deployed and adopted across the organisation.
-A new, geographically dispersed service delivery team operating cohesively and consistently to deliver a responsive service to over 9,000 team members
-A One ITSM Guiding Coalition / Community of Practice which continues to function and drive change in BAU today.
-An IT Self Service Portal with a growing request catalogue and visibility across the TAFE NSW ecosystem.
-A mindset shift to self-service across the organisation:
-of 110,000 incidents now reported, almost 50% are generated via self-service
-all service requests (3,000) are now self-generated
-of a total of 140,000 tickets, 80K are now self-service (from a base of zero)
-The beginning of a service culture mentality in ICT and the business, utilising a common sense (‘don’t make me think’) mindset.
-The ‘true definition’ of a service, which has become the common language across service delivery teams
Most importantly, it is the response from the customers that has been one of the team’s top achievements, with customers being consistently complimentary of the new system.
Team Contribution
The OneITSM project utilised a combined team from across TAFE NSW regions, as well as
team members engaged through professional services. A number of TAFE NSW subject matter experts (SMEs) were recruited as core project team
members to:
-Provide subject knowledge
-Provide organisational knowledge and input from their local regions
-Communicate more broadly with technology teams who were dispersed across the state.
ServiceNow professional services were early partners in the project and were co-located on site, which proved enormously advantageous in gaining project momentum and efficient ways of working.
Professional services were especially important in providing insights and guidance on innovative service management practices and how they might be applied in TAFE NSW. A dedicated change manager aided by a communication plan advised the team on best practice stakeholder management. He was able to focus on external relationships and act as a liaison between team members and external stakeholders.
Importantly, all team members effectively performed their team roles to ensure collaboration and project success. An experienced IT executive headed the team and managed all aspects including strategy, relationships and recruitment. He was supported by a dedicated project manager who planned, budgeted and scheduled activities.
Lastly, a Guiding Coalition network was formed to provide additional support across newly formed TAFE NSW regions.
The Guiding Coalition provided updates around current state practices involving service management, as well as created awareness and excitement for the launch of the Service Now platform.
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