NetApp IT transformed its storage administration team by redefining roles to focus on service engineering instead of just storage. The new team approach supports NetApp's IT service strategy by having service engineers and managers take on overlapping responsibilities to eliminate silos and jointly manage roadmaps, drive innovation, and improve processes continuously. They built a storage engineering team with new, intertwined responsibilities including stakeholder relationships, service delivery, financial management, strategy, knowledge sharing, and business skills in addition to technical skills.

1. NetApp IT transformed its service
delivery by redefining the roles of
storage administrators
• Team approach supports NetApp’s
IT service delivery strategy
• Service engineers instead of
storage admins
• Service manager responsibilities
overlap, eliminating silos
• Each role manages future
roadmaps, drives innovation,
and provides continuous
process improvement
• Job responsibilities, not people
Built a storage engineering team
with new, intertwined responsibilities
• Stakeholder relationship management and effective
communications
• Service development and management
• Financial management, reporting, and analysis
• Strategy, planning, and goal setting
• Institutional knowledge sharing and learning about IT
Augmented Technical Skill Sets with Business Skills
Learn more at www.NetAppIT.com
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