Servicing 'Core' and 'Chore': A framework for understanding a Modern IT Working Environment David Harrison and Joe Nicholls Cardiff University

Servicing 'Core' and 'Chore': A framework for understanding a Modern IT Working Environment

David Harrison and Joe Nicholls

Cardiff University

Key themes and issues

• Services External versus Internal

• Perspectives Personal versus Organisational

• Work tasks Service Design and Management

• Technology in context Holistic service provision

• Enablement Education and Requirements

• External Third-party Services Governance

... more questions than answers!

The Modern Working Environment

University


centralservices

University


University


central services

Automatedsignatories

recruitment

Total projected activity (TPA)construction & core

post approval

electronic year planner

Interdepartmentaltransfer note and

other internal finance tasks

procurement

humanresources

staff handbook

financeemail

service

procedures

file storage

policies

Estates

Salaries

Networked Desktop


University

‘Utilities’ - potentially commodity services?

central services

Automatedsignatories

recruitment

Total projected activity (TPA)construction & core

post approval

electronic year planner

Interdepartmentaltransfer note and

other internal finance tasks

procurement

humanresources

staff handbook

financeemail

service

procedures

file storage

policies

Estates

Types of services:

• Content: data/information• Tools: technology, equipment• People: knowledge, expertise, skills• Activities: business processes

Types of services:

• Content: data/information• Tools: technology, equipment• People: knowledge, expertise, skills• Activities: business processes

Salaries

Networked Desktop

centralservices


University

MRE MLE

centralservices

Timetabling

Enquirer-to-studentprocess

Online studentapplication

process

Placementapplication

process

New courseprocess

Improving communicationwith students

Improving the student’sDay 1 experience

Supporting studentson placements

Legal Advisors

ResearchAdministrators

Managing post-graduateresearchers

ResearcherProfiles

Commercial &Spinout

Ethicalapproval

Financial CostingForms

Stockcontrol

Policies &Procedures

ProjectManagement

centralservices


University

VREMRE MLE VLE

centralservices

Discussionlists

Question& Test

Contentrepositories

Learningobjects

Wikis

Blogs

Bookmarking

Collaborativeworkspaces

Collaborativeworkspaces

Electronicjournals

Blogs

Wikis

IRCInstant Messaging

Desktopvideoconferencing

Bookmarking

Contentrepositories

Discussionlists

Electronicjournals

LearningTechnologists

QuestionBanks

ePortfolio

Text Messaging

High PerformanceComputing

centralservices

World Wide

The Modern Working Environment↑ Opportunity↑ Capability

University

Emerging external services:

↑ vast volumes of content (data/information) ↑ considerably more and greater variety of tools ↑ worldwide communities of people ↑ multitude of potentially useful business processes

Emerging external services:

↑ vast volumes of content (data/information) ↑ considerably more and greater variety of tools ↑ worldwide communities of people ↑ multitude of potentially useful business processes


PersonalLearning

Environment

University

World Wide


University

World Wide

PersonalTeaching

Environment


World Wide

PersonalResearch

Environment

University


PrincipleInvestigator

ResearchFellow

PhDStudent

World Wide

University

chore

World Wide

University

My WorkingEnvironment

core

World Wide

University


Financemanagement

SSO &Shibboleth

Roombooking

Staffrecruitment

Procurement

Payroll


Staffdevelopment

Staff sickness& absence

InternalTransfers

Electronicsignatures

BOreports

Grantapplications

Publishinge-Prints

ResearchAssessment

Exercise

Directory ofExpertise

InformationAbout PhDstudents

ProjectManagement

Research skillsresources

InternalPeer review

Librarycatalogue

e-journals

Grant proposalarchive

Fixed-termrenewal


Collaborativeauthoring

Research datamanagement

Blogs

Collaborativeworkspace

SharedBookmarks

Access toIP restrictedresources

High PerformanceComputingAlerts

News &Events

Cardiff Mail(email &

calendaring

Presence Awareness& Instant Messaging

Discussionlists

My Files

Wikis

Profiles



Blogs


SharedBookmarks



News &Events


calendaring


Discussionlists

My Files

Wikis

Profiles


Roombooking

Staffrecruitment

Procurement

Payroll


Staffdevelopment


InternalTransfers


BOreports

Grantapplications

Publishinge-Prints

ResearchAssessment

Exercise



ProjectManagement


InternalPeer review

Librarycatalogue

e-journals


Fixed-termrenewal

Roombooking

Staffrecruitment

Procurement

Payroll


Staffdevelopment


InternalTransfers


BOreports

Grantapplications

Publishinge-Prints

ResearchAssessment

Exercise



ProjectManagement


InternalPeer review

Librarycatalogue

e-journals


Fixed-termrenewal



Blogs


SharedBookmarks



News &Events


calendaring


Discussionlists

My Files

Wikis

Profiles


Development

Roombooking

Staffrecruitment

Procurement

Payroll


Staffdevelopment


InternalTransfers


BOreports

Grantapplications

Publishinge-Prints

ResearchAssessment

Exercise



ProjectManagement


InternalPeer review

Librarycatalogue

e-journals


Fixed-termrenewal



Blogs


SharedBookmarks



News &Events


calendaring


Discussionlists

My Files

Wikis

Profiles


Education

Are we getting the balance right?



World Wide

University

Seeking

Retrieving

Managing

Manipulating

Creating

Disseminating

Exchanging / Communicating

Basic data / information related activities

Mapping work activities to servicese.g., First task in grant application process: Identifying Funding Opportunities

Data / InformationActivities

Seeking

Retrieving

Management

Manipulation

Creation

Dissemination

Exchange/Communication

Services

Content Tools People Activities

Documents detailingfunding initiatives

Locate and usea search engine

Consult Research

Support officer

ResearchSupport officer

performs search

Funding opportunityPDF documents and

forms

Use Adobe Acrobat

to display

ConsultIT Help Desk

DocumentsPrinted by secretary

Use Content ManagementSystem to store

documents

Research Assistantcollates and

organisesX X

X X X X

Use guidelinesand advice

UseWord processor

Contact and consultcollaborators

Paper detailing candidate

opportunities

Use Email toSend to collaborators X Secretary prints &

posts documents

Feedbackas email

Use online collaborative workspace

Discuss withResearch

team

X

X

ACTIVITY Serviceprovider

ACTIVITY

Learner,Teacher,

Researcher

Enablement through Partnership

ServicesEducation Requirements

centralservices

Researcher

VRE MREcentral

services

Researcher

VRE MREcentral

services

World WideExternal

Third-partyServices

Researcher

Researcher

VRE MREcentral

services

Enablement:• Education?• Requirements?

World WideExternal

Third-partyServices

Researcher

VRE MREcentral

services

Enablement:• Education?• Requirements?

World WideExternal

Third-partyServices

Researcher

VRE MREcentral

services

governance

?

VRE MREcentral

services

Researcher

Business change

Business Change