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Making a DifferenceUsing IT Analytics
Michael Boyle, Doug Brown
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
“Without data, you’re just another person with an opinion” W. Edwards Deming
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
Where were we this time last year?
• Well-established service with various IT operational use cases across our infrastructure and services:– Monitoring– Reporting– Investigations
• Looking to expand our use cases into non-technical areas
• Planning to develop a platform for teaching and research
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
What does the service look like?
• 27 servers across 2 datacentres• 200GB ingested daily• Logs and inventory data from majority of infrastructure and mission-
critical services• Services (12+)• OS• Virtualisation• Network• Storage• Hardware
• Provided as a service to 16 stakeholders with more than 200 users
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
Where are we now?
• Our platform is now all but ubiquitous for IT Ops at QUT and forms part of our IT Service Management strategy
• Continuing to consolidate tools and resources for non-IT analytical where it’s the right tool for the job:– Monitoring sensors– Business intelligence– Research projects
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
Use Cases
www.its.qut.edu.au
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Radiation Monitoring Sensors
• QUT’s Department of Health, Safety and Environment (HSE) are required to measure radiation in certain areas of the university (radio isotope stores, X-ray labs, etc.)
• HSE needed an easy way to collect, store, monitor, and report (but hopefully not alert) upon staff and student dosage
• TLDs (passive detectors) couldn’t satisfy requirements• 75 year retention period required for compliance..• Biggest challenge was getting the data out
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
Radiation Interactive Dashboard
www.its.qut.edu.au
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Big Data Analytics for Researchers
• The needs of researchers is very different to professional users– Project-focused authorisation– Project-based retention periods– Project-based usage patterns -> resources required– Mostly large structured (CSV/JSON) data sources– Greater autonomy (relaxed permissions)– Everything is custom
• Licensing -> Community support model
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
– Faculty of Business research project to quantify the effect game play has on behaviour in the reduction of low income household energy consumption
– Data sources:• Electricity meters• Registrations• Surveys• Mobile app usage• Social media
© CitySmart, all rights reserved, images used with permission.
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
Analytics for Libraries
• Libraries are adapting to changes in a bid to remain relevant in modern education
• Our library collects various data about resource usage:– Helpdesk queries– Database usage– Events and programmes– Support services– Publications– Gate counters
• But analysis can be manual and time-consuming
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
Analytics for Libraries
Questions:• Who are consuming resources (by school, course level,
etc.)?• Which resources are in contention/under-utilised?• What usage patterns are evident?• What are students requesting vs what we are delivering?• How are resources consumed?
• Can we tailor service offerings to better meet demand?• Where should time be spent improving engagement?
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
Library Helpdesk Interactive Dashboard
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
Future Improvements
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
Challenges
• Ensure users know our service is available– Reduce duplication of time, money and effort
• Define the service offering better– We provide the framework and assist with ingestion– We don’t do your analysis for you, but consultation..
• Resources and training– Answer the question once for everyone
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
Possible solutions
• Delegate responsibility for consulting with researchers to research support staff?
• Provide more structured/formal resources and training?
• Continue to encourage social forums?
• Your thoughts?
www.its.qut.edu.au
I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S
Questions?
