ITS Updates Academic Senate December 2013 Sue Traxler Assistant Vice Chancellor for IT/CIO Information Technology Focus 2013-14 IT Strategic Plan IT Prioritization Committees (Governance) Technology Support Service.
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Transcript ITS Updates Academic Senate December 2013 Sue Traxler Assistant Vice Chancellor for IT/CIO Information Technology Focus 2013-14 IT Strategic Plan IT Prioritization Committees (Governance) Technology Support Service.
ITS Updates
Academic Senate
December 2013
Sue Traxler
Assistant Vice Chancellor for IT/CIO
Information Technology Focus 2013-14
IT Strategic Plan
IT Prioritization Committees (Governance)
Technology Support Service (Support Model Change)
Project Management
Business Intelligence/Reporting
Staff Development and Customer Service Focus
Communications (IT Newsletter, email, etc)
Goals for Technology Support
Services Changes
To meet customer needs in a dynamic environment, ITS
Technology Support Services (TSS) must:
Improve efficiency and promote standardization
Centralize redundant tasks to better utilize staff time and
minimize impact on campus community’s productivity
Focus on IT planning and cost saving measures
Increase services/resources for the campus community
Provide more needed services and increase staff resource pool
for campus
Build relationships/improving transparency to campus
community
Change culture to encourage more partnerships with campus
Technology Support Services
Changes Include
To become successful, ITS will:
Consolidate staff
Align all help desk and support staff in one organization
Develop common core competencies for the staff
Assign liaison and specialist roles to succeed in areas with special
needs
Centralize operations
Locate the staff in a single location supported by satellite offices
Develop and utilize a single tracking tool for operations and reporting
Combine policies and procedures
Implement common procedures with published exceptions
Manage and measure operational effectiveness with one set of KPIs
that can also address specific needs
Support Services Staffing
Non-OIT support staff (Phase I ) to become OIT staff.
• Effective January 2, 2014
Josh Savoy – ResNet
Joe Traynor – Library Support
Jim Wiese – College of EMS Support
•
Tom Starling will remain in EMS as instrumentation specialist for College.
OIT Support Services Professional Staff Grows To:
Ken Wiegman
Patti Mitch
Matt Thompson
Nathan Manwiller
Josh Savoy
Joe Traynor
Jim Wiese
Tom Starling
Jerry Copus
Greg Riley
Sean Wolfe
Helpdesk/Service Locations
Based in Library
Posted satellite
office hours
Use as needed
Based on
Distance (>5 minute walk)
Expected workload
Specialist support
Customer needs
Tentative locations
Ottensman – EMS
Engineering – EMS/ Residence
Halls
Royce – Residence Halls
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Location of Helpdesk– 1st floor Karrmann Library
North
The Look and Feel
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Next Steps – Moving Forward
Critical Success Factors
Alignment of staff into new structure
Position description review
Report changes for non-ITS support staff – January 2, 2014
Space allocation, refurbishment and staff relocation
Implementation of the new IT Priorities organization and PMCOE
Development of post go-live milestones and measurements
Target Dates
Partial implementation start of Spring term (January 21, 2014)
Full implementation including physical relocation – 1st floor Karrmann
move – Spring break, March 2014
Ongoing – Evaluate and Evolve
Support
Process for break/fix questions will be to call the Helpdesk
Fastest support
Call logged
Directed to the right person
Library Helpdesk hours are 7:30 am to 7:30 pm M-Th and 7:305ish Fridays;
ResNet Helpdesk hours are 8-5 & 6-9 pm M-Th and 8-4 Fridays
1 FT staff member on the Helpdesk, along with students
More cross training across IT staff
First call for support for a classroom will be to the helpdesk
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IT Prioritization Committees and Support
Sets direction and priorities
Scope:
IT Priorities
Executive Committee
Educational
Technologies
Administrative
Systems
Work requiring more than 24 hours
Cost greater than $5,000
An existing project cost adjustment > 25%
Work/impact broader than one campus department or
equivalent unit
Requires coordination across IT
Involves standing up a new technology or expanding
functionality of an existing solution
Infrastructure
• Supports
prioritization process
• Leads/supports
project planning and
implementation
Project
Management
Center of
Excellence
(PMCOE)
Technology Support Services/
Help Desk
• Supports hardware/software usage
• Provides service to the University
• Partners with Faculty, Lab Managers,
Administrative Staff, ITS/MTS
IT Prioritization Goals
Align IT investment with the strategic mission, academic
plans, financial resources, and initiatives of UW-Platteville.
Establish IT policies that support strategic, university-wide
IT priorities.
Oversee the overall funding model for IT expenditures on
campus.
Define technical standards and ensure institution-wide IT
infrastructure services align with constituent needs.
Establish best practices and tools for IT across campus.
IT Prioritization Committee Structure
Executive IT Committee
Overall responsibility for ensuring IT alignment with the
central mission.
Review, prioritize, integrate and approve/reject
recommendations from other 3 committees.
This committee will recommend technology changes to the
Chancellor for final approval.
Administrative Systems Committee (advisory)
Educational Technology Committee (advisory)
Infrastructure Committee (advisory)
Benefits of IT Prioritization
Committees
Provide clearer framework to an improved technology
prioritization and planning process.
Replace
TOPC (Technology Planning and Priorities Committee)
committee
PASS Steering committee
BI (Business Intelligence) steering committee
Partner closely with our newly formed PMCOE (Project
Management Center of Excellence) office.
Will make project decisions 3 times per year.
Executive IT Committee
Assistant Vice Chancellor for IT/CIO, Sue Traxler (Chair)
Vice Chancellor for Administrative Services (Robert G. Cramer) or
permanent designee
Provost & Vice Chancellor for Academic Affairs (Mittie Nimocks Den
Herder) or permanent designee
Chair, Administrative Systems Committee (Two-year appointment)
Chair, Educational Technology Committee (Two-year appointment)
Chair, Infrastructure Committee (Two-year appointment)
Project Management Center of Excellence Director or Project
Manager (Support)
Administrative Staff Member (LTE Support)
Administrative Systems Committee
A representative appointed from the following areas:
Administrative Services Division
Provost’s Division
Student Affairs
Academic Affairs
Admissions/Financial Aid
University Advancement
An academic representative appointed by Provost Mittie
Nimocks Den Herder or the Faculty Senate
Assistant Vice Chancellor for IT/CIO, Sue Traxler
Project Management Center of Excellence Director or Project
Manager (Support)
Administrative Staff Member (LTE Support)
Educational Technology Committee
Faculty Member, BILSA – chosen from AITC membership
Faculty Member, LA&E - chosen from AITC membership
Faculty Member, EMS - chosen from AITC membership
Provost’s appointee
Media Technology Services representative
ICET Director or permanent designee
Student Representative (STAC)
Assistant Vice Chancellor for IT, Sue Traxler
Services for Students with Disabilities
Director of Social Community
Project Management Center of Excellence Director or Project
Manager (Support)
Administrative Staff Member (LTE Support)
Infrastructure Committee
Provost-appointed academic representative
Alternate Delivery Systems representative (technology focused)
Resnet (or other area) representative (technology-focused)
Media Technology Services representative
Deputy CIO
Office of Information Technology representatives (1-3)
Project Management Center of Excellence Director or Project
Manager (Support)
Administrative Staff Member (LTE Support)
IT Prioritization: Timeline
Call for projects – week of December 2nd
Project requests for summer implementation due to
PMCOE office - January 15
Research and analysis completed for submitted
projects – mid February
Projects reviewed and ranked by advisory committees
– end of February
Projects prioritized by Exec Committee – mid March
Computer Labs
Currently over 1690 computers in labs
Engineering
Library
Bears Den
872
189
102
Need data on what computers are being used
Larger campus involvement on where to reduce
Testing virtual desktop tools to use college software and
images on personal computers
Exploring more data/power areas for better use of
personal devices – collaborative areas
Questions