ITS Updates Academic Senate

ITS UpdatesAcademic Senate

December 2013Sue Traxler

Assistant Vice Chancellor for IT/CIO

IT Strategic Plan IT Prioritization Committees (Governance) Technology Support Service (Support Model

Change) Project Management Business Intelligence/Reporting Staff Development and Customer Service

Focus Communications (IT Newsletter, email, etc)

Information Technology Focus 2013-14

To meet customer needs in a dynamic environment, ITS Technology Support Services (TSS) must: Improve efficiency and promote standardization Centralize redundant tasks to better utilize staff time and minimize

impact on campus community’s productivity

Focus on IT planning and cost saving measures Increase services/resources for the campus community Provide more needed services and increase staff resource pool for

campus

Build relationships/improving transparency to campus community

Change culture to encourage more partnerships with campus

Goals for Technology Support Services Changes

To become successful, ITS will: Consolidate staff

Align all help desk and support staff in one organization Develop common core competencies for the staff Assign liaison and specialist roles to succeed in areas with special

needs

Centralize operations Locate the staff in a single location supported by satellite offices Develop and utilize a single tracking tool for operations and

reporting

Combine policies and procedures Implement common procedures with published exceptions Manage and measure operational effectiveness with one set of KPIs

that can also address specific needs

Technology Support Services Changes Include

Non-OIT support staff (Phase I ) to become OIT staff.• Effective January 2, 2014

Josh Savoy – ResNet Joe Traynor – Library Support Jim Wiese – College of EMS Support

• Tom Starling will remain in EMS as instrumentation specialist for College.

OIT Support Services Professional Staff Grows To: Ken Wiegman Patti Mitch Matt Thompson Nathan Manwiller Josh Savoy Joe Traynor Jim Wiese Tom Starling Jerry Copus Greg Riley Sean Wolfe

Support Services Staffing

Based in Library

Posted satellite office hours

Use as needed

Helpdesk/Service Locations

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Based on Distance (>5 minute walk) Expected workload Specialist support Customer needs

Tentative locations Ottensman – EMS Engineering – EMS/

Residence Halls Royce – Residence Halls

Location of Helpdesk– 1st floor Karrmann LibraryThe Look and Feel

North

South

Next Steps – Moving Forward

Critical Success Factors Alignment of staff into new structure Position description review Report changes for non-ITS support staff – January 2,

2014 Space allocation, refurbishment and staff relocation Implementation of the new IT Priorities organization and

PMCOE Development of post go-live milestones and

measurements

Target Dates Partial implementation start of Spring term (January 21,

2014) Full implementation including physical relocation – 1st

floor Karrmann move – Spring break, March 2014 Ongoing – Evaluate and Evolve

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Process for break/fix questions will be to call the Helpdesk  Fastest support Call logged Directed to the right person

Library Helpdesk hours are 7:30 am to 7:30 pm M-Th and 7:30-5ish Fridays;

ResNet Helpdesk hours are 8-5 & 6-9 pm M-Th and 8-4 Fridays

1 FT staff member on the Helpdesk, along with students More cross training across IT staff First call for support for a classroom will be to the helpdesk

Support

Sets direction and priorities Scope:

Work requiring more than 24 hours Cost greater than $5,000 An existing project cost adjustment > 25% Work/impact broader than one campus

department or equivalent unit Requires coordination across IT Involves standing up a new technology or

expanding functionality of an existing solution

IT Prioritization Committees and Support

Project Management

Center of Excellence (PMCOE)

Technology Support Services/ Help Desk

• Supports prioritization process

• Leads/supports project planning and implementation

IT Priorities

Educational Technologies

Administrative Systems

Infrastructure

Executive Committee

• Supports hardware/software usage• Provides service to the University

• Partners with Faculty, Lab Managers, Administrative Staff, ITS/MTS

Align IT investment with the strategic mission, academic plans, financial resources, and initiatives of UW-Platteville.

Establish IT policies that support strategic, university-wide IT priorities.

Oversee the overall funding model for IT expenditures on campus.

Define technical standards and ensure institution-wide IT infrastructure services align with constituent needs.

Establish best practices and tools for IT across campus.

IT Prioritization Goals

Executive IT Committee Overall responsibility for ensuring IT alignment with

the central mission. Review, prioritize, integrate and approve/reject

recommendations from other 3 committees. This committee will recommend technology changes to

the Chancellor for final approval. Administrative Systems Committee (advisory) Educational Technology Committee (advisory) Infrastructure Committee (advisory)

IT Prioritization Committee Structure

Provide clearer framework to an improved technology prioritization and planning process.

Replace TOPC (Technology Planning and Priorities Committee)

committee PASS Steering committee BI (Business Intelligence) steering committee

Partner closely with our newly formed PMCOE (Project Management Center of Excellence) office.

Will make project decisions 3 times per year.

Benefits of IT Prioritization Committees

Assistant Vice Chancellor for IT/CIO, Sue Traxler (Chair) Vice Chancellor for Administrative Services (Robert G. Cramer) or

permanent designee Provost & Vice Chancellor for Academic Affairs (Mittie Nimocks

Den Herder) or permanent designee Chair, Administrative Systems Committee (Two-year appointment) Chair, Educational Technology Committee (Two-year appointment) Chair, Infrastructure Committee (Two-year appointment) Project Management Center of Excellence Director or Project

Manager (Support) Administrative Staff Member (LTE Support)

Executive IT Committee

A representative appointed from the following areas: Administrative Services Division Provost’s Division Student Affairs Academic Affairs Admissions/Financial Aid University Advancement

An academic representative appointed by Provost Mittie Nimocks Den Herder or the Faculty Senate

Assistant Vice Chancellor for IT/CIO, Sue Traxler Project Management Center of Excellence Director or

Project Manager (Support) Administrative Staff Member (LTE Support)

Administrative Systems Committee

Faculty Member, BILSA – chosen from AITC membership Faculty Member, LA&E - chosen from AITC membership Faculty Member, EMS - chosen from AITC membership Provost’s appointee Media Technology Services representative ICET Director or permanent designee Student Representative (STAC) Assistant Vice Chancellor for IT, Sue Traxler Services for Students with Disabilities Director of Social Community Project Management Center of Excellence Director or Project

Manager (Support) Administrative Staff Member (LTE Support)

Educational Technology Committee

Provost-appointed academic representative Alternate Delivery Systems representative (technology

focused) Resnet (or other area) representative (technology-focused) Media Technology Services representative Deputy CIO Office of Information Technology representatives (1-3) Project Management Center of Excellence Director or

Project Manager (Support) Administrative Staff Member (LTE Support)

Infrastructure Committee

Call for projects – week of December 2nd Project requests for summer implementation

due to PMCOE office - January 15 Research and analysis completed for

submitted projects – mid February Projects reviewed and ranked by advisory

committees – end of February Projects prioritized by Exec Committee – mid

March

IT Prioritization: Timeline

Currently over 1690 computers in labs

Need data on what computers are being used Larger campus involvement on where to reduce Testing virtual desktop tools to use college

software and images on personal computers Exploring more data/power areas for better use of

personal devices – collaborative areas

Computer Labs

Engineering 872Library 189Bears Den 102

Questions