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Information Technologyat UMass Boston
Strategic Planning for 2005-2015
Information Technology Services Division
Run, Grow, Transform the Organization
2(Gartner 2008)
InformationCritical
ProcessesInnovation
ServicesEffectiveness
FunctionsEnablement
Importance to Strategy
Degree of Enterprise Change
Operation TransformationProven Practice
New ways of working
“Do more with less”
“Make a difference”
5
Trusted partner to
the business for
increasing value &
competitiveness
• Business
Optimization and
Entrepreneurial
focused culture
• Processes
fostering business
innovation
• Proactive
promotion of new
technologies
• Business
Contribution
Metrics
Managing IT like a
Business
• Service and
Delivery-centric
organization
• Customer and
Business Focused
• Formal IT
governance, SLAs
management and
tools
• IT Service Cost
Metrics
IT Organization Maturity Model
Business
Partnership
Informal strategy,
practices and
procedures
Technology-centric
organization
• Basic tools,
informal processes.
• Systems drive
processes and
structure
Technology-centric
organization
• Formal processes,
project
management office
and standards
Process-centric
organization
• Formal standards,
processes, policies
and change mgmt.
• Financial
Management
• Key Performance
Indicators
• Strategic Planning
Service
Aligned
Proactive
Committed
Awareness
Survival
Adapted from “Introducing the Gartner IT Infrastructure and Operations
Maturity Model.” Publication Date: 1 October 2007 ID Number: G00147962
Authors: Donna Scott, Jay E. Pultz, Ed Holub, Thomas J. Bittman, Paul McGuckin
© 2007 Gartner is a registered trademark of Gartner, Inc. and/or its affiliates. All rights reserved.
Improvement requires continuing shift from technology-centric
organization to customer and process-centric organization
IT is . . .
• Infrastructure and Communications
– Operations/Data Center, Systems/Network, Telecommunication, DL/Video Production
• Applications
– Enterprise Apps, Campus Apps, Web Services
• Educational Technology
– Classroom Technology, Training, Instructional Support, Digital Resources
• Client Services
– Service Desk, Desktop Support
Some key service statistics FY 09
Services Annual Service Level
Service Tickets 20,600
Web Service Requests 882
Visits to UMass Boston Home Page 3 million +
Courses hosted in Blackboard 834
Training 286 workshops/1096 attendees
Event Support 45 major events; 442 small events
Servers in the data center 200 +
Email messages 24 million +
Lab visits 167,620
ITSD Annual Report for AY 08-09
http://www.umb.edu/it/about/
Infrastructure2005 2010 2015
Enterprise Architecture
Haphazard; unplanned
RFP for Enterprise Architecture to support Campus Master Plan
Enterprise Architecture Plan in place and implemented in phases
Data Center Decrepit; end-of-life equipment; unsafe; insecure
N+1 rated facility; co-location space for departmentaluse; on-campus disaster recovery site
Modular data center; Holyoke Green Computing Center; off-campus DR site; cloud computing options
Campus Network Flat network; no DHCP or VLANs; frequent broadcast storms
Completely routed network, divided into secure VLANs;upgraded core network equipment
Routing to all new buildings; Gbps to desktop in select areas
Infrastructure2005 2010 2015
Internet Bandwidth 50 Mbps 260 Mbps Multi-Gbps
Research Computing
Disparate pockets, mostly local desktops
32-node High Performance Computing Cluster; Central multi-terabyte storage;.5 support staff
HPC Cluster campus and off-site; Consortium and inter-campus resource sharing; Research support staff
Network Security Edge router/pseudo-firewall
Redundant firewalls; IPS/IDS;bandwidth shaping;
IPS/IDS for isolated environments; Network Access Controls
Wireless Network 25 access points 100+ N-capable access points; network access control software
Campus saturation with secure wireless in new and existing buildings
Infrastructure2005 2010 2015
Telecom End of life PBX and Voice Mail systems
Upgraded PBX and Voice Mail; support for VOIP
VOIP deployed to new/retrofitted buildings; Unified Communications implemented
File Storage Disparate Xythos; VMWare; Central File Server; multi-terabyte central storage array
Enterprise-grade,high-availability storage, central and remote
Digital Signage None 16 Digital Signage locations
Enhanced interactive digital signage; link w/ resource scheduling
Building Wiring Cat 3 50% upgrade to Cat 6
Cat 6 or above in all campus buildings
Applications2005 2010 2015
ERP PeopleSoft(HR V7.6;FIN V7.6; SA V8.0)
PeopleSoft(HCM V9.0; Grants; Finance V9.0; SA V9.0); ID Management and BI initiatives underway
ID Management/Federated Identity in place; BusinessIntelligence in place; enhanced self-service modules
Scheduling/Resource Management
Series25/R25 Classrooms/Events
X25 initiated for space planning
25 Live web-based space and resource planning
Document Management
Keyfile (RegistrarsOffice)
Xythos; personal & department file shares
ImageNOWimplemented; Centralized document & records mgt; workflow development
Web Services2005 2010 2015
www.umb.edu Static web presence; no development tools; custom coded; non-uniform look & feel; initial simple style sheets & templates
No webmaster role
Branding project complete; new style sheets, templates;
Web Re-architecture project initiated
Webmaster role in place
Web Rearchitecture project and migration (code & content) complete
ContentManagement System (CMS)
Adobe Contribute Adobe Contribute converting to Expression Engine
Enterprise CMS in place
Educational Technology2005 2010 2015
Learning Management System
Prometheus/Web CTOnline/Web-enhanced courses:195
Blackboard Vista;Review of options underway;834 courses
New/Enhanced Learning Management System1500+ courses
Classroom Technology
10 TEC classrooms;3 auditoria
90 TEC classrooms; 5 auditoria; 24 meeting rooms
2-3 new academic buildings; 1-2 renovated buildings
Instructional Support
Support for Distance Learning; Disparate support services
Coordinated support; Faculty Liaison Program w Library; Digital Learning Studio
Enhanced online support resources; Expanded Faculty Liaison; Enhanced programming; upgrade DLS
Web 2.0 Tools None Wikispaces; blogs; iTunesU; You Tube
E-portfolio;Web 3.0 tools
Educational Technology2005 2010 2015
Student Labs 220 seats in 5 labs Upgradedcomputers; still 220 seats
Virtual Computing Lab provides expanded access to computing resources
Professional Development
Mostly training in MS Office
Enhanced Training portal; Annual Ed Tech Conference
Enhanced online resources; Additional areas of training, esp for new classroom technology
Classroom Services Portable media Classroom Capture;i-clickers; Portable media
Upgraded classrooms; enhanced video-conferencingcapabilities
Client Services
2005 2010 2015
Service Ticketing Multiple products ;no centralized service model; minimal reporting/ statistics
Single ticket system w/ self service options, customer surveys, knowledge mgt tools, enhanced reporting
Web-based, enterprise-scalesystem w/ customer satisfaction survey, asset management, integrated phone support
Emergency Support No after-hours support
Weeknights til 10 PM; weekends 9-5
Residence halls will require expanded support hours
Communications Fragmented Redesigned IT web site; IT-News; IT Status/Alerts
Incorporate web 2.0 tools