IT Assist was started from the idea that increasing productivity in an IT organization is not always about the big technology or process changes but in type of support given to IT professionals as it relates to their day to day responsibilities.
IT Assist's discovery into what improves productivity within an organization's unique IT department is based on:
- Our own expertise and experience
- Thoughtful observations while working in the trenches alongside the team.
- Gathering the list of all tasks no matter how small that members of the team performs
- Through the responses to the questions posed to the IT team such as:
- What areas are you having difficulties with?
- What do you need from other groups to effectively perform your primary responsibilities?
- If you had an assistant what type of work would you want him/her to help you with?
The discovery process allows IT Assist to determine what hampers a team's ability to maximize their effectiveness and hinders the process of working smarter. For example:
- Work that often gets lost in the mix of day-to-day responsibilities or forced to the last minute because of new customer requirements.
- What teams need from other groups to effectively perform their primary responsibilities.
- Activities the teams need help with or "eats away the hours".
- The frustrations of both new and existing team members during knowledge transfer and training sessions.
- Secondary responsibilities that, if taken care of, allow teams and individual members to focus on their primary responsibilities.
- The internal to-do list that never gets done because the team find themselves on multiple critical paths at the same time.
- Known issues that are left unsolved, tools that need to be developed and manual time consuming tasks that need to be automated.
- Information trapped in emails, word documents and the mind of SMEs that become outdated and not organized to maximize its usefulness.
The level of support groups then need from IT Assist differs but falls within:
- An assistant with technical skills to help with research, documentation, product evaluation, tool development or knowledge management to ensure tasks are carried out quickly and effectively.
- A mentor to add initiation and inquisitiveness to the team's dynamics.
- A trainer to help ramp up new resources added to a project and fulfill existing or future skill gaps.
- A support resource to take off just the right amount of load from the team to allow them to focus on their core competency and move out of firefighting mode. Additionally setup the infrastructure to optimally accomplish the task in the future.
- A support team to help develop a repeatable, reliable process for releasing software and encourage greater collaboration between everyone involved in the delivery process.