Client Case Studies
Case Study:
UBOC Project Management Office Brings
Accountability & Efficiency to IT Request Management
The Challenge
Union Bank of California's Corporate Information Technology (IT) group faced the problem of the Cobbler's Children - it's hundreds of talented employees were completely booked doing projects and supporting their customers while IT's internal processes and systems were breaking down. The problems occurred in three main areas: helping business unit executives make intelligent decisions on potential systems and IT projects, providing best-practices guidance and support for business units already involved with IT projects, and managing and communicating the status of ad-hoc requests of the IT group from their customers in the business units.
The Solution
Silicon Space's "System Technology and Item Processing" (STIP) application solved all three issues, each in the context of Project Management Office (PMO) best practices. STIP, working within the existing myUBOC intranet portal, enables online initiation and tracking of issues and projects both small (such as submission and tracking of everyday IT tasking like a request for a new mouse) and large (such as bank-wide next generation ATM deployment). Each request has an owner, a date-driven approval workflow, and an escalation. Large projects requiring capital expenditures are routed through finance for approval. All projects roll-up by user, line of business, and type of request which provides visibility into project status from an end-user in a remote branch all the way to the office of the CIO and President, adding shared unit value to their business services.
The Result
STIP helped concentrate and accelerate application of best practices and improved office project management, creating opportunities to leverage solutions, increase accountability and speed, and improve overall IT effectiveness and workflow management.