OIT – Reinvention, Projects and the Horizon

Joseph J. BernierOctober 11, 2012

Reinvention: The Need

• Joined OIT 18 months ago• OIT comprised of talented individuals with

sharp skills, deep knowledge and an unquestionable dedication to RISD

• Sense of frustration– Are we working on the right things?– How can we realize more success?– Does the community even know what we do?

2

Reinvention: The Basics

• Identity – Who are we?• Transparency – What is OIT working on?• Communications – How is the community

impacted?

3

Identity

• Customer Service• Branding• Mission, Vision, Shared Values• Additional (much needed) talent

4

Identity: Customer Service

5

• What if OIT were a for-profit business?– What’s our competitive advantage?– How do we deliver value and could we stay in

business?• Need to be consultants to our clients

– Feeling that we are an afterthought– Help clients define their needs– Get in front of the shopping adventures– OIT needs to be sought for its expert guidance

and support

Identity: Customer Service“You know you’ve arrived when…”

• OIT deserves the trust of its clients

• OIT delivers business value

6

Identity: Customer ServiceHelp Desk Survey• Solicit feedback about satisfaction and

services• GREAT participation:

– Users generally pleased with support– Would like visibility into ticket system / status of

tickets; escalated calls need to be monitored• Upgrading the Help Desk system

– Options for hours of operation– Students had no idea who we were or what

services we provide7

Identity:OIT Branding

8

Identity:OIT Mission, Vision, Shared ValuesVisionPowering creativity.

MissionTo contribute valued technical services and solutions to the RISD community.

Shared Values– Communication– Engagement– Planning and Preparation– Focus

9

Identity:New Talent• Mike McGlynn, Web/Sharepoint Admin• Harry Kohn, SQL Database Admin• Jane Fleury, Sr. Business Intelligence Analyst• Dana Black, Project Manager• Spencer Dhupa, Lead Systems Analyst• Paul Foley, Interim Director, Enterprise Systems• Peter Soares, Help Desk Analyst• Laura Bullard, Administrative Assistant• 2 Vacancies

10

Transparency – “What”

• IT Governance (IT Steering Committee)• Project Management Office (PMO)• Updates and Change Control• Statistics

11

Transparency:IT GovernanceThe challenges:• There will always be more demand for IT services than we

can provide!• We are a service organization but how do we select and

prioritize the “right” projects?

• IT Steering Committee (ITSC) represents all constituencies at RISD: F&A, Students and Enrollment, HR, Museum, Academic Affairs

• Primary function is to select the “right” projects to be executed• Aligns our portfolio of projects with Institutional Priorities• Brokers tradeoffs

12

Transparency: Project Management Office (PMO) – “How”

• Standards for consistent project delivery and success

• Developed Project and Portfolio Management capability

• Ultimately, we will have true resource availability and forecasting

• Project Management now an OIT Service

13

IT Governance v. Project Management

14

Chart of Accounts Project (COA): Milestones

StartMon 1/10/11

FinishTue 7/31/12

March May July September November March May JulyChart Of Accounts Remapping Project

1/10/11 - 7/30/12

Discover Phase

1/10/11 - 5/31/11

Define Phase

5/31/11 - 10/21/11

Development Phase

10/22/11 - 5/31/12

Deploy Phase

6/1/12

Close Phase

7/2/12

Test Conversion I12/5/11 - 3/30/12

Synoptix Installation1/9/12 - 1/12/12

Synoptix Training2/7/12 - 2/9/12

Test Conversion II4/2/12 - 4/27/12

COA User Training Period4/2/12 - 4/27/12

Test Conversion III (Benchmark)

4/30/12 - 5/25/12

Production Implementation Period

6/1/12 - 6/29/12

Project Team Kickoff with Datatel SME

2/28/11

Fiscal Year 20127/1/11

Remapped COA Complete11/30/11

Timeline Status Date

2/10/2012 GO / NO GO Decision6/1/12

Fiscal Year 20137/2/12

15

ITSC Initiative Efficient and effective operations, strategic plans

DEPT Finance & AdministrationAreas Affected All Administration / Faculty Leaders

System Function and/or Process

Datatel COA

Priority ITSC Priority #1DescriptionRISD has simply outgrown the existing chart of accounts. Thus, a team has been formed to undertake the project to redesign and expand the chart of accounts and move toward standardization and best practices.

Project Phase DEVELOPProject Sponsor Bill Decatur

Project Manager Paul Foley

OIT Lead Nancy SeveranceBusiness Lead Rick Rummel

Benefits Scope Schedule

.

Cost Resources

Chart of Accounts (COA) Dashboard 02/13/2012

Key Issue Proposed Solution Resp.Determine production implementation date. Need 3-day window for Datatel down-time

Go-Live date set for 7/01/12 W. Decatur

Major Risk Mitigation Plan Resp.Complexity of COA Mapping Duplicate QA Checks and Reviews R.RummelComplexity of COA Mapping – Technical

COA conversion job in Test and QA Datatel

Non-Native Reports and 3rd Party Interfaces in non F&A Depts. (4 Integration Points)

Secure commitments to test by non-F&A Departments and 3rd Party Vendors

Key Milestones Start End Statu

sDiscovery,Definition

01/10/11 10/21/11

Chart Re-map 10/01/11 11/30/11

Conversion 1 12/05/11 1/31/12

Synoptix Install 01/09/12 01/14/12

Conversion 2&3 04/02/12 05/25/12

Production 06/01/12 06/29/12

Complete On-Track At-Risk Critically Impacted Not Started

16

Transparency:Statistics• Published basic metrics in our newsletter• Looking to identify and implement more

customer satisfaction related metrics • Partnered with Gartner for benchmarks

17

Transparency:System Updates and Change Control

“Hey, there’s a new checkbox on this page. Wonder how that got there and what does it do?”

• Change control is the process of moving user accepted modifications or updates into our Production environments.

• Process requires users to actively participate in design/testing and the “developer” cannot be the change agent

18

Communications

• OIT|Connect (Our newsletter)• OIT Staff Meetings

– Weekly “update” meetings– Monthly “Formal Agenda” meeting– 1-1’s / Direct Reports– Pipeline Review

• Broadcast e-mails and voice mails• Computing.risd.edu• ITSC / Ellucian Steering Committees• Participation in various councils

19

The Million Dollar Question…

Is All This “Structure” Working?

20

Active Directory Team – RISD Recognizes Recipients for Excellence in Teamwork

21

Statistics:• 9,000 Faculty, Staff and Student Accounts• All personal and departmental shares moved – 3 Terabytes worth• 435 Workstations

Projects

• The Year in Review• Active• Ellucian (Datatel)

22

Projects: The Year in Review

• Active Directory• Laptop Program / Apple on

Campus• PMO Setup• Governance Setup• Switch and wireless

improvements• Homer Lab Refresh• Home use programs: Adobe

and Microsoft• Firewall replacement• Threat detection

• Fiber to SOMA properties• Disaster recovery: Cloud

backup / secondary site• New anti-virus, ESET• Windows Software Update

Services• Partnership with Gartner• Numerous upgrades• Numerous implementations• Telecomm audit• Compliance activities• Closed ~ 9,500 tickets!

23

Projects: Active (Non-Ellucian)

• Software Selections:– Campus Resource Management, Electronic Medical Records, eProcurement,

Student Time Keeping

• Upgrades:– StarRez, Trackit, Monitor, Business Objects, Computrition, Facilities

Commander, Kronos

• Implementations:– Windstar Tax Navigator, BudgetPak, Fund Driver, Gartner Campus Access,

Lynda.com

• Other:– Networking and applications monitoring, OIT Customer Satisfaction survey,

Sharepoint / OIT Computing Page

24

Projects: Ellucian Improvement (Datatel)• Chart of Accounts (Complete)• Synoptix (Complete)• Institution Wide Training

– Phase 1 (Computer Based Training) – In process and ongoing– Phase 2 (Classroom Training)

• User Interface 4.4 and Informer• Business Objects• Student Information Systems• Upcoming:

– Finance – Human Resources– Tools (Portal, SQL, Mobile Apps)

25

Ellucian: Student Info Systems

• Over 300 “requirements”– Re-verification of requirements (users and

Ellucian)– FolderWave (Admissions) ~80 requirements– Data integrity and cleanup– Business process changes– New solutions implementations– User training

26

The Horizon

• OIT Strategic Plan – 5 Year Roadmap

27

28

Questions?

29