TIS is a department of Origin that provides Technical Infrastructure Services; that is: system management of hardware, software and networking (operating systems, system databases, ERP applications) but excluding application management. Distributed Systems (DS) or Midrange Systems provides system management services for, among others, UNIX, VMS and Windows NT servers. Apart from system management, DS Eindhoven is also involved in the global development of new services, and the development, implementation and adaptation of system management tools.The organisation of DS
DS is currently being reorganised, but in the past year DS consisted of the following units: System Management (general UNIX, AIX en VMS), System Software (specialists and tooling), AS/400, Database Management Systems, SAP, Desktop Systems. The management team of DS consists of all unit managers, a financial expert and the general manager of DS. Not belonging to one of the units or the management team (a shame), my position within the organisation was relatively isolated. I reported directly to the general DS manager until he left for Philips IT in October/November and thereafter to his successor (ad interim).The Project
I was contracted in June 1997 to play a role within the development of Smart (Origin's implementation of the ITIL framework/method for system management). Since this project was twice postponed with six months because of financial reasons, it became my task to improve the internal information provision of the Service Delivery process (within Origin there are four service processes: Customer Acquisition, Portfolio Management, Contract Implementation and finally Service Delivery) which is DS's main process. During Service Delivery the actual system management activities take place. Improving the information support aimed at bringing in-place any missing subprocesses, increasing the effectiveness by means of further automation, and to start projects to move the units towards a more uniform way of working as regards information management.Doing the Project
The project "Design of an Information Infrastructure for Service Delivery" consisted of the following steps:Orientation
Apart from these projects I have investigated the technical requirements and feasibility to use the intranet as a uniform user interface to the different applications. As a result a number of interactive demo applications have been developed.Conclusions and evaluation
In April '98 the DS management meeting finally decided not to proceed with a further implementation
of an information infrastructure for Service Delivery, because it does not belong to the core activities of
the department. If the project is continued in one way or another, it will be assigned to a specialised
department of Origin. In the mean time DS will wait for further developments concerning company-wide
introduction of solutions (e.g. project management, document management, etc.). As a result, my
function would not be continued, and because DS has no other functions for user interface or
information specialists, the temporary contract I have will not be continued.
Starting off at Origin TIS/DS I had formulated three personal targets: to learn from first-hand about the way of working of a commercial company, to be able to test and apply my academic knowledge, and to experience what it is and have an impact on real-world settings.
I have only been able change the work situation in a limited way. In my opinion, due to the relatively isolated position that I had within the organisation of DS and because of changing priorities after the departure of the general manager of DS who initially hired my. On the other hand, however, I most certainly succeeded in attaining the other two goals: to learn about commercial organisations and to apply theoretical knowledge.