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Left to right: Lori Krikorian, Dana Swanstrom, and Sally Shane accepted the Project of the Year award in Las Vegas in February.

Left to right: Lori Krikorian, Dana Swanstrom, and Sally Shane accepted the Project of the Year award in Las Vegas in February.

EMC Corporation’s IT organization (EMC IT) has been on a multiyear transformational journey, transitioning to a virtual and private cloud infrastructure and modifying its operating model to be one of a competitive service provider. They have also been working to unlock the capabilities to deliver more agility to its business customer through optimized service delivery and modern application development aligned to IT trends of cloud, mobile, social, and Big Data. But, the company’s IT service management (ITSM) processes lacked agility to meet the evolving needs of its internal customers. Couple this obstacle with unstable, obsolete, and unintegrated technologies that lacked mobility, community, and self-help functionality.  EMC IT launched its UnITy program to address this significant challenge.

UnITy Program

The UnITy program began in July 2012 to optimize ITSM processes, replace its previous ITSM technology platforms, and transform IT into a customer-focused organization committed to consistently delivering collaborative support.

To start, the team conducted more than 100 interviews and numerous workshops to collectively understand the challenges IT faced and secure leadership support for the problem, business drivers, critical success factors, and solutions. From these sessions, the team defined the program’s vision as: “To delight EMC IT’s clients by transforming their IT service experience through optimized service management processes and technologies.”

The program then set out to address four key points in EMC IT.

  1. Enhance the customer experience for EMC’s 60,000 users by evolving IT’s to be service-focused and allow the customer experience to drive prioritization and responsiveness.
  2. Enable IT to operate as a business by optimizing processes and improving transparency through service metrics and better service quality.
  3. Align IT’s resources with customer expectations and improve capabilities such as self-service and the availability of better decision making data.
  4. Optimize IT support so the company will, in time, realize millions in annual savings by reducing the use of in-house production support and managed service providers, decommissioning redundant IT systems, and using self-service to reduce calls to the service desk.

Program Phases

In Phase I, the program released the new ITSM platform along with three processes – incident management, request fulfillment, and knowledge management. In Phase II, the program rolled out an improved configuration management database, a new service taxonomy, and three more processes – problem management, change management and service asset and configuration management.

At the core of UnITy was a mountain of change for EMC IT to adapt. To usher in the necessary cultural changes we created three workstreams – process optimization, technology, and transformation. While the workstreams focused on their respective topics, the entire team worked cohesively to evangelize the program by sharing a common understanding of the capabilities and benefits being delivered by UnITy. Perhaps most importantly, the transformation workstream led the organizational change in EMC IT, providing training, communication, and engagement at all levels in IT to drive the cultural evolution toward one of customer focus.

On the training side, the team built its own custom, instructor-led and computer-based training and enlisted 100 global users who went through week-long training on the new platform, processes, and way of thinking. In turn, these users held day-long training sessions with more than 1,000 users across our global EMC IT sites. As program champions, these individuals evangelized the program and provided support in the field before and after. Additionally, another 1,500+ users received computer-based training.

On the communications side, the UnITy program engaged a multi-channel campaign to provide information in a number of accessible and easily digestible ways. This included:

  • An intranet site that consistently ranked among the most-visited EMC IT sites
  • A regularly published email newsletter
  • Regularly scheduled global town hall meetings
  • A user engagement network that met weekly, championed the program, and provided feedback
  • A series of videos that featured IT leaders and program members delivering key messages

The UnITy team also used its leadership steering committee to validate decisions, in some cases make decisions, clear hurdles, and champion the program throughout IT. This was vital to pushing change through an organization and program sponsors helped communicate expectations to EMC IT through video messages, personal emails, and even shared goals for training and adoption.

So, what did EMC IT learn from this complex and culture-changing program?

  1. Engagement at all levels of the EMC IT organization was vital. Having leadership support made it easier to push changes through, but having employee understanding of why the changes were happening and how they would benefit the individual and organization accelerated adoption.
  2. No customizations! Sticking with the out-of-the-box ITSM functionality kept the program on course using best practices and ITIL processes, instead of bending the technology to match the way IT operated in the past.
  3. Listen to the pros. We brought in experts to guide us in process adoption and tool deployment. When in doubt, we turned to the experts on best practices and moved ahead with their guidance.

EMC IT are currently in Phase III of the UnITy program to expand the service management platform and processes to businesses outside of IT. They remain focused on the metrics and reporting analysis to identify areas for continuous improvement. While it was a tremendous initiative for the whole EMC IT organization, they now have the technology and processes in place to continue to evolve the organization and to continue to provide the highest quality services for the future.

In February this year, EMC IT won the Project of the Year Award at the Pink Elephant Annual Conference in Las Vegas. If you would like to learn more about the UnITy program’s journey, you can read this blog post by program lead Dana Swanstrom.


 

The ITSM Review are holding a series of seminars this year headed by ITSM superstar Barclay Rae. We will be starting in March with Transforming User Experience – Enterprise Service Management & Self Service. For more information click here




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