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ITS UpdatesAcademic Senate
December 2013Sue Traxler
Assistant Vice Chancellor for IT/CIO
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)
Information Technology Focus 2013-14
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
Goals for Technology Support Services Changes
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
Technology Support Services Changes Include
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
Support Services Staffing
Based in Library
Posted satellite office hours
Use as needed
Helpdesk/Service Locations
6
Based on Distance (>5 minute walk) Expected workload Specialist support Customer needs
Tentative locations Ottensman – EMS Engineering – EMS/
Residence Halls Royce – Residence Halls
Location of Helpdesk– 1st floor Karrmann Library
The Look and FeelNorth
South
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
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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 7:30-5ish 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
Support
Sets direction and priorities Scope:
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
IT Prioritization Committees and Support
Project Management
Center of Excellence (PMCOE)
Technology Support Services/ Help Desk
• Supports prioritization process
• Leads/supports project planning and implementation
IT Priorities
Educational Technologies
Administrative Systems
Infrastructure
Executive Committee
• Supports hardware/software usage• Provides service to the University
• Partners with Faculty, Lab Managers, Administrative Staff, ITS/MTS
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 Goals
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)
IT Prioritization Committee Structure
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.
Benefits of IT Prioritization Committees
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)
Executive IT 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)
Administrative Systems 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)
Educational Technology 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)
Infrastructure Committee
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
IT Prioritization: Timeline
Currently over 1690 computers in labs
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
Computer Labs
Engineering 872Library 189Bears Den 102
Questions