The diversity of the temporal activities of the Church requires IT professionals to have flexible service offerings. We try to use industry-based applications and services to minimize ourIT resource requirements, avoiding additional human resources costs. We rely on partnerships and contracts with Brigham Young University, numerous Internet service providers, telecommunications providers, software and hardware vendors, and outsourcing companies to move the work forward in a cost-effective manner. Managing IT at the Church is challenging due to diversity, scope, language requirements, and multiple vendor agreements.
We use industry best practices to ensure that we use resources effectively and efficiently. We use diverse software development methodologies, such as waterfall and Agile, to meet the needs of each project.
Industry standards and frameworks we use include:
- Help Desk Institute (HDI)
- Project Management Institute (PMI)
- Knowledge Center Support (KCS)
- Customer Operations Performance Center
- Control Objectives for Information and Related Technology (COBIT)
- Capability Maturity Model Integration(CMMI)
- Information Technology Infrastructure Library (ITIL)
Using ITIL to track our major incidents has dramatically driven down the number of major incidents over the past three years. These improvements have helped minimize the frequency, duration, and impact of unplanned outages.
The blessings of the gospel are now more accessible to an ever-broadening audience over a growing number of media. Information technology relieves some of the administrative burdens of ecclesiastical leaders, who can then focus more time on ministering to member needs. To meet the needs of a diverse global Church, we are constantly striving to effectively manage our unique technology mix.
Tyler Cooper is an ITIL service manager for the Church.