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Servicing 'Core' and 'Chore': A framework for understanding a Modern IT Working Environment
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Servicing 'Core' and 'Chore': A framework for understanding a Modern IT Working Environment
Joe Nicholls and David Harrison
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
The Modern Working Environment
centralservices
University
The Modern Working Environment
University
The Modern Working Environment
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
The Modern Working Environment
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
The Modern Working Environment
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
The Modern Working Environment
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
The Modern Working Environment
PersonalLearning
Environment
University
World Wide
The Modern Working Environment
University
World Wide
PersonalTeaching
Environment
The Modern Working Environment
World Wide
PersonalResearch
Environment
University
The Modern Working Environment
PrincipalInvestigator
ResearchFellow
PhDStudent
World Wide
University
chore
World Wide
University
My WorkingEnvironment
core
World Wide
University
My WorkingEnvironment
Financemanagement
SSO &Shibboleth
Roombooking
Staffrecruitment
Procurement
Payroll
Policies &Procedures
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
My WorkingEnvironment
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
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
My WorkingEnvironment
Roombooking
Staffrecruitment
Procurement
Payroll
Policies &Procedures
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
Roombooking
Staffrecruitment
Procurement
Payroll
Policies &Procedures
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
My WorkingEnvironment
Development
Roombooking
Staffrecruitment
Procurement
Payroll
Policies &Procedures
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
My WorkingEnvironment
Education
Are we getting the balance right?
The Modern Working Environment
My WorkingEnvironment
World Wide
University
Basic data / information related activities
Exchanging / Communicating
Seeking
Retrieving
Managing
Manipulating
Creating
Disseminating
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