It is a pleasure here at Computer Weekly to profile the IT
departments that have made it on to our shortlist of the Best
Places to Work in IT 2003. Through feedback from IT managers and
their staff, our aim is to celebrate the best employers of IT
professionals and highlight best practice for other IT departments
to follow. This week we profile the high achievers in the IT
hardware, software and services sector.
Computer Associates
Number of IT staff: 35
Annual staff turnover: 3%
IT training budget per head: £1,571
Amount of new development work: 30%
Annual holiday: 20-25 days
The IT Team at Computer Associates has access to a lot of new
technologies. One staff member said, "We are lucky to be working
for a computer firm. This means we are able to learn our own
products besides third-party products. The result is a good
understanding of how the different products work with each
other."
The department has been involved in implementing San technology,
Active Directory across the global network, and has upgraded to
Exchange 2000. It is currently evaluating wireless Lans and Windows
Server 2003.
Another member of the IT department stressed the close-knit
nature of the team. He said, "In our IT organisation, we work
closely with each other. At the helpdesk, where I work, we discuss
technical issues and we are constantly helping our peers to solve
IT problems. We share knowledge and experience every day. This
applies to other teams and across teams. If I am dealing with a
network issue, for example, I know I can count on the network team
to help me find a solution.
"As a result, my knowledge improves and the network technicians
benefit from the outcome of my previous troubleshooting."
Testimonies from IT team members reveal an environment where
career progression and planning are encouraged. One IT professional
pointed to the fact that the IT team is made up of people from
different parts of the business as a sign of the job fluidity that
exists within CA. He said, " People have moved into the IT team
from distribution, sales and even senior management.
"We are a global company and there are opportunities to work
abroad. A list of career path options for every role is also being
developed. CA is holding onto its people. It is better for them and
for the company."
Compuware Corporation
Number of IT staff: 11
Annual staff turnover: 0%
IT training budget per head: n/a
Amount of new development work: 20%
Annual holiday: 25 days upwards
Jonathan Oliver, IS manager at Compuware UK, is particularly
proud of recent work carried out on a wide area network to support
the firm’s distributed workforce. Using a VPN overlay on broadband
Oliver said his team was able to lower the cost of running the
network and improve quality of service.
Oliver also highlighted an initiative called "Walking in Their
Shoes" which has helped the IT team to get a better feel for how
other parts of the business work. The scheme encouraged people from
the IT department to shadow someone from the business and get a
first-hand idea of what their job entails.
"It is a really good way of finding out what is going on in the
business. It is amazing how many ideas people come up with once
they have done it," said Oliver.
Each member of the team is given an account management role for
a particular part of the business. This enables them
to become familiar with the issues and personalities in one area
and makes them more able to service specific requirements. It has
also raised the profile of the IT team, said Oliver, as IT staff
are out and about supporting the business proactively.
The emphasis on communication has coloured Oliver’s approach to
recruitment. He said, "I do not aim to go out and find the best
techies when recruiting. I am more interested in finding people
with good interpersonal skills. We can bring them up to speed on
the technology if needs be.
"I want people who will actively engage with their colleagues in
other parts of the business to find out how they can make their
jobs easier. Many people in the business would not get on with a
hardcore tech-head."
Oliver said employees are encouraged to move about so they have
a rounded view of the company. "This also enables them to become
more rounded in themselves," he said.
Mastercare PCServiceCall
Number of IT staff: 38
Annual staff turnover: 0%
IT training budget per head: £2,000
Amount of new development work: 80%
Annual holiday: Up to 26 days
Mastercare PCServiceCall, part of the Dixons Group, has been
recognised by its parent company as being at the forefront of the
group’s use of new technology. The IT department has a dedicated
test environment to try new products, and has agreements with both
Microsoft and Novell for beta tests.
One member of the IT team said, "We maintain a strong
relationship with suppliers to ensure we are kept up to date with
new technologies, and spend time keeping abreast of industry
publications. We also invest in training time for team members to
learn new technology and trial it.
"We are fortunate that our IT manager understands the benefits
of new technology and is interested in it. Our users trust us to
recommend the best, most cost-effective solution. The best thing we
do is give our development teams time to trial new technology and
assess how useful it would be."
Another employee said, "Each area within the department
interacts with others to ensure customer satisfaction and is
constantly inviting feedback on how to improve our service. Each
member is empowered to achieve their own goals, and there is a
training mentality to help everyone improve their skills. We have a
close relationship with our customers, which leads to a productive
and open environment.
"The reason why this department is such a good one to work in is
the positive and happy atmosphere. Even when deadlines are tight,
there is a great team spirit where everyone pulls together to get
the job done. Everyone is approachable and willing to help even
when they have their own issues.
"The department manager is always available for help and
support, and there are always social activities. New members to the
team are welcomed and allowed time to adjust and fit in. The
benefits package the company provides is excellent and makes us
feel valued."
IT services sponsor
Computer Futures Solutions is one of Europe's leading IT staffing
solutions providers. It places IT staff in permanent and contract
roles throughout Europe, and has enjoyed unparalleled success since
1986.
www.computerfutures.co.uk