TechBuild Boot Camp

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Tech-Build Boot Camp

• Session 503
• Jean Ritala, IS Technical Services Manager
• Mystic Lake Casino Hotel
• Tina Rankin, President
• Rankin Associates, Inc.
• October 29, 2002 100 p.m. 215 p.m.

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Tech-Build Boot Camp

• Why Tech-Build Boot Camp?
• 4 Ms
• Team issues
• Documentation
• Tools for success
• Lessons learned

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Why Tech-Build Boot Camp?

• Business/service need
• Practitioner vs. vendor rationale success
  stories
• Different perspectives, similar
  issues/approaches/ resolutions
• Quality and service focus

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Business/Service Need

• Strategic objectives
• Tactical objectives
• Cost/schedule/quality issues
• Skill/resource matrix
• ROI for in-house vs. outsource

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Vendor Perspective

• Accurate definition of needs/project
  scope/authorization
• Clear communications/expectations
• Clearly defined roles/responsibilities
• Effective meetings/timelines
• Configuration version management
• Training representation on the team to anticipate
  technical end-user needs

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Vendor Issues

• Physical/remote access
• Pros/cons of network admin rights
• Classroom/demo rooms with Internet access,
  separate from production network
• Simulated production environment/facilities for
  testing

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Practitioner

• Retirement management cuts
• High expectations!
• Enjoy challenges
• Cries for help memorable statements
• Opportunities or challenges ahead?
• My promise industry best practices
  recognition
• Where to start?
• People
• Process
• Technology and tools

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4 Ms

• Mindset
• Motivation
• Mentoring
• Morale

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4 Ms - Mindset

• Industry best practices vs. created here
• Observe the battlefield
• Dont pounce, must be safe, find a middle road
• Paradigm shift

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4 Ms - Motivation

• Establish clear vision
• Set clear expectations
• Creative rewards
• Each person is different
• Each environment is different
• Act on suggestions/successes, timely with
  recognition

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4 Ms - Mentoring

• Technical skills vs. management skills on
  promotions
• Earn your stripes rite of passage into
  technical ranks
• Trendy vs. integrated into business
• Understanding means doing
• Orientation with objectives and a mentor

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4 Ms - Morale

• Be visible
• Just ask them
• Training on new technologies
• Out of the box methods
• - Examples Seagate, Rollerblade, Mystic Lake
  Casino Hotel
• Have fun, toys, candy, treats
• Pulse points with instant action

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Team IssuesWorkload/Staffing

• Balancing it all!Call tickets, Execucare,
  special projects
• Staffing Do more with less the right person
  for the job
• Teaming with other IT functional departments
• Staff augmentation, collaborative time swapping
• Assembly line build approach
• Observation and task/project rotation

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Teamwork

• Teaming benchmarking
• Management style
• Celebrate success!
• Understand your people
• Teamwork
• Communication, planning standards, strengths,
  vendors, testing, training help desk included
  upfront, rotation, celebrations, project
  retrospectives

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Documentation Debacles Dilemmas

• Industry best practices
• - Printed vs. online graphics
• - Technical communication is now interactive
• - Write it once, multiple use
• - Web based, version control, library
  concept
• - Common formats (procedures, checklists,
• orientation manuals, quick reference
  guides,
• cheat sheets, customer signoffs)

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Documentation Debacles Dilemmas cont

• - Impact of consistency
• - Memory routine vs. checklists
• - Teach them simple technical communication
• tricks give them templates style guides
  to
• reference
• - Tie it to performance reviews
• Examples

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Documentation Today
Determining Minimum Hot Swap Hardware Stock
Computer Pre-Prep Checklist
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Documentation Today cont
Computer Image Database
Defining An Image
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Documentation Today cont
Desktop Audit Discovery
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Documentation Today cont
DeskPro 2000 Computer Setup Checklist
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Documentation Today cont
W2K Project Database

• Several types of inquiries can be made from the
  database
• Tables
• Queries
• Reports
• Macros
• Modules

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Documentation Today cont
MAGIC Call Ticket
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Documentation Today cont While You Where Out
This notice is left on the Team Members computer
when a Technical Specialist has visited the Team
Members desk to complete a requested task and
the Team Member was not present.
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Tools for Success

• Network rights
• Knowledge sharing
• Procedures processes
• Resources
• Workspace layout
• Schedules, quotas documentation require
  paradigm shifts!

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Tools for Success cont
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Tools for Success cont
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Tools for Success cont
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Tools for Success cont
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Tools for Success cont
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Lessons Learned

• One step/issue at a time, people, process,
  technology
• Change takes time
• Gain buy in
• Expect some to leave
• PC maverick attitude is pervasive to IT industry
• Dont just throw a new tool at it! Benchmark with
  peers first consult IT advisory groups
• You or your group doesnt have to know it all
  /or do it all!

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Lessons Learned cont

• Tie to performance reviews
• Review incoming calls project requests
• Have fun, celebrate publish your success
• Project retrospectives
• Continual process improvements
• itSMF
• User groups
• Conferences