Appendix B: IT Annual Plan Template

---

IT Organization Action Plan, FYs 2xxx-2xxx

Information services vision statement
Information services mission statement
Information services goals and objectives	Goal 1: Goal 2: Goal 3: Goal 4: Goal 5:
Information services competitive profiling
Information services guiding principles	A critical element of building a high-performance, service-oriented team within information services is to establish a number of cultural characteristics that permeate the organization. These guiding principles provide both the framework and the expectation for the maturing of the organization. Principle 1: Principle 2: Principle 3: Principle 4:
Information services critical success factors	A critical element in running IT as a business is setting clear operational characteristics regarding how our projects and services will be managed and delivered. As with the guiding principles for cultural characteristics, these critical success factors provide the framework and the expectation for our operational maturation. Factor 1: • Factor 2: • • Factor 3: • • Factor 4: • • •
Note on funding
Performance and satisfaction measurement
Note: All commitments are based on a July-June fiscal year, thus 3rd Q 2003 = January–March 2003.

Strategic Goal # 1

Key Initiatives	Responsible Parties	Timetables/Resources	Performance Metrics	Self-Review	Manager's Review
A.	•	•	•	•	•
B.	•	•	•	•	•
C.	•	•	•	•	•
D.	•	•	•	•	•

Strategic Goal # 2

Key Initiatives	Responsible Parties	Timetables/Resources	Performance Metrics	Self-Review	Manager's Review
A.	•	•	•	•	•
B.	•	•	•	•	•
C.	•	•	•	•	•
D.	•	•	•	•	•

Strategic Goal # 3

Key Initiatives	Responsible Parties	Timetables/Resources	Performance Metrics	Self-Review	Manager's Review
A.	•	•	•	•	•
B.	•	•	•	•	•
C.	•	•	•	•	•
D.	•	•	•	•	•

Strategic Goal # 4

Key Initiatives	Responsible Parties	Timetables/Resources	Performance Metrics	Self-Review	Manager's Review
A.	•	•	•	•	•
B.	•	•	•	•	•
C.	•	•	•	•	•
D.	•	•	•	•	•

Strategic Goal # 5

Key Initiatives	Responsible Parties	Timetables/Resources	Performance Metrics	Self-Review	Manager's Review
A.	•	•	•	•	•
B.	•	•	•	•	•
C.	•	•	•	•	•
D.	•	•	•	•	•

Table Key:

• The performance metrics section of this form refers to various measurement processes that are linked directly to the critical success factors for that action item. While the action items themselves are discrete deliverables in the overall IT plan, measurement mechanism will be more common. For example, the references to "customer satisfaction" concern a single tool administered to IT division customers about all aspects of IT operations. Thus, this plan envisions a capability whereby common tools will measure the performance of discrete products and services. As part of this plan, the IT will develop these measurement capabilities.

Table Components:

• Key initiatives — strategic objectives. While they may be single deliverables, more often than not, they will encompass a series of action items and associated critical success factors.

• Responsible parties — name of the individual responsible for the initiative, as well as others from within or outside of the team who play an important role in the delivery and success of that particular initiative.

• Timetables/resources — typically the delivery date and any special resource (i.e., cost) or revenue considerations.

• Performance metrics — actual measures or methods of measurement. The focus here is on results (outcome) measures and not activity measures. Performance metrics are often the same as the critical success factors for a product or service.

• Self-review — provided by the responsible party; an accounting of key measure results (e.g., if customer satisfaction is a key measure of a product's success, this column would include data conveying the change in customer satisfaction directly attributable to that product).

• Manager's review — comment by the appropriate executive or process owner.

---