A Roadmap to Service Excellence The UW-Madison IT Strategic Plan

A Roadmap to Service Excellence

The UW-Madison IT Strategic Plan

February 20, 2009

Introduction• Handout• The IT Strategic Plan• Complexity• Thinking Differently• Some Big Questions• Our Journey Forward

Achieving and sustaining service excellence for teaching, learning, research, outreach, public service,

and campus services.

IT Service Vision

Teaching &Learning

ResearchOutreach &

Public Service

Campus Services

Achieving Service Excellence

IT Service Matters

…for virtually everything

Simple

Complicated

Complex

Chaotic

We are here

UW-Madison is Complex

What InfluencesComplexity?

Size

Timing

Culture

LocalAutonomy

Interdependencies

Governance

Accurately assessing, understanding and considering our complexity

Part of the traditionalIT service stack

Data Center Services

Network Services

Information Security Services

Identity and Access Management Services

Lots of other stuff

Things higher onthe pyramid

depend on thingslower on the pyramid

Are we willing to approach IT service in new ways?

Can we accommodate theforces related to complexity?

How about those related to chaos?

Network Services

Technical Challenges Adaptive Challenges

Data Center Services

TC-AC Boundary

E-MailServices

SoftwareLicensing

Identity and Access Management Services

Information Safeguarding Services

GrantsManagement

Services

Supporting aHuman Genome

Research Lab

Network Services

Technical Challenges Adaptive Challenges

Data Center Services

TC-AC Boundary

E-Mail Services (1980)

Identity and Access Management Services

Information Safeguarding Services

E-Mail Services (2009)

E-Mail Services (1995)

The effectof TIME

Some Big QuestionsWhere is the TC/AC boundary?

Where does each IT service fit?

Technical Challenges – Known-Knowns

Adaptive Challenges – Known-Unknowns and Unknown-Unknowns

Two examples

Network Services

Technical Challenges Adaptive Challenges

Data Center Services

TC-AC Boundary

Wide AreaNetwork

Grid Computing

Identity and Access Management Services

Information Safeguarding Services

Digital ImagingServices

Wide Area Networking Savings (Actual and Projected)BadgerNet vs Multi-University Partnership

Cost ItemOne Service for Campus

Each Unit Buys Own

      Initial Software Licenses $525,000 $1,385,000

Annual Software Licenses $105,000 $277,000 Hardware $50,000 $250,000 Installation $69,000 $280,000 Support Labor $220,000 $800,000 Training $45,000 $60,000 Other Services $48,000 $85,000     

Total - Year 1 $1,062,000 $3,137,000

ImageNow Comparison – Year 1One Campus Service vs 15 Individual Services

ImageNow Comparison – First 5 YearsOne Campus Service vs 15 Individual Services

Our Journey Forward• Understand where we are now• Identify high payoff actions• Align with campus strategic plan• Start some work now• Achieve wider “buy-in” and

proceed systematically

Conversation