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Information Technologyat UMass BostonStrategic Planning for 2005-2015Information Technology Services Division

Importance toStrategyRun, Grow, Transform theOrganization“Make a (Gartner 2008)“Do more with less”ProvenPracticeNew ways ofworking2Degree of EnterpriseChangeTransformation

IT Organization Maturity ModelBusinessPartnershipTrusted partner tothe business forincreasing value arenessSurvivalInformal strategy,practices andproceduresTechnology-centricorganization Basic tools,informal processes. Systems driveprocesses andstructureTechnology-centricorganization Formal processes,projectmanagement officeand standardsProcess-centricorganization Formal standards,processes, policiesand change mgmt. FinancialManagement Key PerformanceIndicators Strategic PlanningManaging IT like aBusiness Service andDelivery-centricorganization Customer andBusiness Focused Formal ITgovernance, SLAsmanagement andtools IT Service CostMetrics BusinessOptimization andEntrepreneurialfocused culture Processesfostering businessinnovation Proactivepromotion of newtechnologies BusinessContributionMetricsAdapted from “Introducing the Gartner IT Infrastructure and OperationsMaturity Model.” Publication Date: 1 October 2007 ID Number: G00147962Authors: Donna Scott, Jay E. Pultz, Ed Holub, Thomas J. Bittman, Paul McGuckin 2007 Gartner is a registered trademark of Gartner, Inc. and/or its affiliates. All rights reserved .Improvement requires continuing shift from technology-centricorganization to customer and process-centric organization5

IT is . . . Infrastructure and Communications– Operations/Data Center, Systems/Network,Telecommunication, DL/Video Production Applications– Enterprise Apps, Campus Apps, Web Services Educational Technology– Classroom Technology, Training, Instructional Support,Digital Resources Client Services– Service Desk, Desktop Support

Some key service statistics FY 09ServicesAnnual Service LevelService Tickets20,600Web Service Requests882Visits to UMass Boston Home Page3 million Courses hosted in Blackboard834Training286 workshops/1096 attendeesEvent Support45 major events; 442 small eventsServers in the data center200 Email messages24 million Lab visits167,620ITSD Annual Report for AY 08-09http://www.umb.edu/it/about/

phazard;unplannedRFP for EnterpriseArchitecture tosupport CampusMaster PlanEnterpriseArchitecture Plan inplace andimplemented inphasesData CenterDecrepit; end-oflife equipment;unsafe; insecureN 1 rated facility;co-location spacefor departmentaluse; on-campusdisaster recoverysiteModular datacenter; HolyokeGreen ComputingCenter; off-campusDR site; cloudcomputing optionsCampus NetworkFlat network; noDHCP or VLANs;frequent broadcaststormsCompletely routednetwork, dividedinto secure VLANs;upgraded corenetwork equipmentRouting to all newbuildings; Gbps todesktop in selectareas

Infrastructure200520102015Internet Bandwidth50 Mbps260 MbpsMulti-GbpsResearchComputingDisparate pockets,mostly localdesktops32-node HighPerformanceComputing Cluster;Central multiterabyte storage;.5 support staffHPC Cluster campusand off-site;Consortium andinter-campusresource sharing;Research supportstaffNetwork SecurityEdgerouter/pseudofirewallRedundantIPS/IDS for isolatedfirewalls; IPS/IDS;environments;bandwidth shaping; Network AccessControlsWireless Network25 access points100 N-capableaccess points;network accesscontrol softwareCampus saturationwith securewireless in new andexisting buildings

Infrastructure200520102015TelecomEnd of life PBX andVoice Mail systemsUpgraded PBX andVoice Mail; supportfor VOIPVOIP deployed tonew/retrofittedbuildings; UnifiedCommunicationsimplementedFile StorageDisparateXythos; VMWare;Central File Server;multi-terabytecentral age, central andremoteDigital SignageNone16 Digital SignagelocationsEnhancedinteractive digitalsignage; link w/resource schedulingBuilding WiringCat 350% upgrade to Cat6Cat 6 or above in allcampus buildings

Applications200520102015ERPPeopleSoft(HR V7.6;FIN V7.6;SA V8.0)PeopleSoft(HCM V9.0; Grants;Finance V9.0; SAV9.0); IDManagement and BIinitiatives underwayID Management/Federated Identity inplace; BusinessIntelligence in place;enhanced selfservice assrooms/EventsX25 initiated forspace planning25 Live web-basedspace and resourceplanningDocumentManagementKeyfile (RegistrarsOffice)Xythos;personal &department filesharesImageNOWimplemented;Centralizeddocument & recordsmgt; workflowdevelopment

Web Serviceswww.umb.edu200520102015Static webpresence; nodevelopment tools;custom coded;non-uniform look& feel; initialsimple style sheets& templatesBranding projectcomplete; new stylesheets, templates;Web Rearchitectureproject andmigration (code &content) completeWeb Re-architectureproject initiatedWebmaster role inplaceNo webmaster roleContentAdobe ContributeManagement System(CMS)Adobe Contributeconverting toExpression EngineEnterprise CMS inplace

Educational etheus/WebCTOnline/Webenhanced courses:195Blackboard Vista;Review of optionsunderway;834 coursesNew/EnhancedLearningManagementSystem1500 coursesClassroomTechnology10 TEC classrooms;3 auditoria90 TEC classrooms;5 auditoria; 24meeting rooms2-3 new academicbuildings; 1-2renovated buildingsInstructionalSupportSupport forDistance Learning;Disparate supportservicesCoordinatedsupport; FacultyLiaison Program wLibrary; DigitalLearning StudioEnhanced onlinesupport resources;Expanded FacultyLiaison; Enhancedprogramming;upgrade DLSWeb 2.0 ToolsNoneWikispaces; blogs;iTunesU; You TubeE-portfolio;Web 3.0 tools

Educational Technology200520102015Student Labs220 seats in 5 labsUpgradedcomputers; still 220seatsVirtual ComputingLab providesexpanded access tocomputingresourcesProfessionalDevelopmentMostly training inMS OfficeEnhanced Trainingportal; Annual EdTech ConferenceEnhanced onlineresources;Additional areas oftraining, esp fornew classroomtechnologyClassroom ServicesPortable mediaClassroom Capture;i-clickers; PortablemediaUpgradedclassrooms;enhanced videoconferencingcapabilities

Client Services200520102015Service TicketingMultiple products ;no centralizedservice model;minimal reporting/statisticsSingle ticket systemw/ self serviceoptions, customersurveys, knowledgemgt tools,enhanced reportingWeb-based,enterprise-scalesystem w/customersatisfaction survey,asset management,integrated phonesupportEmergency SupportNo after-hourssupportWeeknights til 10PM; weekends 9-5Residence halls willrequire expandedsupport hoursCommunicationsFragmentedRedesigned IT website; IT-News; ITStatus/AlertsIncorporate web2.0 tools