A New Focus on Service Delivery & Reliability

Too many infrastructure outages. Too many caused by the infrastructure team itself. This is the situation that a newly appointed IT operations executive found after he joined a major financial services firm. Moreover, while the team prided itself on rapid restoration, there was little concept of actually improving the consistency of the service delivery itself. He knew that he needed to shake up the culture and instill a broad sense of service throughout his team.

Breaking Down Consensus & Creating an Action-Oriented Culture

“You have no idea how much you’ve changed my organization.”
- IT Operations Executive

Utilizing our DeepRoots™ methodology, our team created an initiative to improve service delivery and instill accountability throughout the operations team. One of the greatest obstacles was overcoming a “consensus culture” in which anyone had “veto power” – which typically resulted in stalled projects and inertia. Assembling a set of cross-functional teams from across the operations unit and chartering them with mandates from the sponsoring executive, the initiative teams were able to rapidly identify operational gaps, decide on corrective actions and implement organizational and process improvements to improve reliability and accountability.

Owning the Solution

Within 6 months of starting, the initiative had achieved significant results. Measurably, the teams were able to improve service delivery by:

Reducing Critical Infrastructure Incidents by 85% through Adoption of Consistent Impact and Risk Assessment Criteria
Reducing Emergency Changes by 92% through the Standardization of Change Classification

Most importantly, however, the team leaders took ownership of the on-going improvement process. As such, they:

Created several oversight roles to monitor on-going process performance and compliance
Specific roles now have documented “accountability” for specific functions.
Restructured metrics to enable operational management to self-monitor performance
Established standing management “focus groups” to continually gather feedback, educate and reinforce service principles

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CastlePointe to Participate as Event Sponsor in New Jersey Society for Information Management annual CIO Technology Exchange & Charity Golf Outing
March.31.11
CastlePointe to participate as Event Sponsor in New Jersey Society for Information Management annual CIO Technology Exchange & Charity Golf Outing
Newport Beach, CA, April 1, 2011 -- Please join us at Neshanic Valley Golf Course where CastlePointe will participate as an event sponsor for the New Jersey Chapter of the Society for Information Management (NJ SIM) annual CIO Technology Exchange & Charity…
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CastlePointe Announces Targeted New Service Suites to Support and Accelerate Initiatives at Every Stage of an IT Transformation Effort
January.12.11
CastlePointe Announces Targeted New Service Suites to Support and Accelerate Initiatives at Every Stage of an IT Transformation Effort

Newport Beach, CA (PRWEB) January 10, 2011 -- CastlePointe today announced four targeted service suites to support and accelerate IT initiatives at every stage of the transformation lifecycle. The four service suites expand and extend CastlePointe's current offerings. They are:

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CastlePointe Presents Measured Leadership White Paper
November.17.10
Latest white paper, "Measured Leadership”, explains how to use metrics as the central focus to a management approach that drives behavioral change.

Newport Beach, CA (PRWEB) November 18, 2010 -- CastlePointe today announced the release of their latest white paper, “Measured Leadership: How to Put Metrics at the Center of Your Management Approach to Drive Behavioral Change.” The white paper examines why the metrics in…
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CastlePointe Presents Cultural Adoption White Paper
October.26.10
Latest white paper, "Ensuring Cultural Adoption", explains how to ensure that cultural adoption occurs and your transformational efforts succeed.

Newport Beach, CA (PRWEB) October 25, 2010 - CastlePointe today announced the release of their latest white paper, “Ensuring Cultural Adoption”, which explores how to ensure cultural adoption through a series of specific activities that must occur after implementation to…
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Help Elect Our President to the itSMF USA Board of Directors
October.06.10
Our President, Charles Araujo, is on the recommended slate for the national itSMF USA Board of Directors. This professional organization of over 8,000 members is the industry's leading advocate for IT Service Management practices. Voting began on October 1st and continues throughout the month. If you are a member of itSMF, please vote using the login and password information you received and make sure you vote for the recommended slate! For more information on Charlie's…
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IT Transformation Workshop Series

The drive for IT transformation is based on real challenges facing IT executives. To help IT organizations overcome these challenges, CastlePointe has developed the IT Transformation Workshop Series. This series of workshops is organized into 3 tracks aligned with our vision of IT Transformation:

Continue reading about our IT Transformation Workshop Series here