D E C E M B E R 2 0 1 5

RMIT has been an early technology adopter, however, the majority of the ICT fleet is aged or does not support the Digital landscape needed moving forward. New technology capability underpins the University of the Future and significant investment is needed to deliver on Shape RMIT 2020.

The experience demanded by the student is rapidly changing, and becoming increasingly dependent on leading edge technology.

The ICT 2020 plan anchors around the ICT goals required to win the ‘hearts and minds’ of students. ITS will use these goals to deliver better user experience, reduced cost and reduced risk.

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– ICT Plan 2020 Executive Summary –

Best in class digital student experience – Invest in new technologies which transform the student experience and underpin the digital strategy

Innovative and efficient Service Integrator – Reposition the ICT function to source and manage services more efficiently and to focus on business outcomes through innovation

Elegant global service experience and systems – Move to single global systems and processes which enable the global operating model

Data to fuel differentiation & decisions – Ensure quality data and integrated systems are available to support data based decision making, and enable personalised and contextualised services

Simple & secure technology foundations – Ensure foundation technology is simplified, free of duplication, and secure

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– ICT Plan 2020 –

ITS operates ICT services on behalf of our students, staff and research partners.

IT Strategy and Account management – incorporating enterprise architecture, strategic investment planning, demand management and account management

IT Security and Risk management – incorporating IT security/risk governance and control, forensics and investigations, security operations and security standards awareness

Solution delivery – incorporating solution consulting, program and portfolio management, project management, business analysis, development, testing and support services

End user services – incorporating the Service and Support Centre, IT Service Management, desktop, laptops, software, telephony, mobile phones, tablets and printing services

Teaching, learning and collaboration – incorporating email and online collaboration, interactive learning spaces, lecture capture support, learning management, student portals

Audio Visual services – incorporating AV events, loans equipment and video conferencing

Research high performance computing and data storage

Networks and application services – incorporating application hosting and support, core infrastructure management and wireless network access

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– ICT Services Overview –

The experience demanded by the student is rapidly changing, and

becoming increasingly dependent on leading edge technology.

Adaptive Learning

Re-inventing Credits

Social Media

Self-paced learning

Digital Assessments

Flipped class-room

MOOCS

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– RMIT’s Perfect Storm –

The experience demanded by the student is rapidly changing, and

becoming increasingly dependent on leading edge technology.

eBooks & Digital Content

Open Micro-credentials

Predictive Analytics

Advanced classroom technologies

Physical Virtual Presence

Source: Gartner Top 10 Strategic Trends

Massive computing for research data

Listening and Sensing Technologies

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– ICT Plan 2020 –

Student / Partner / Research Engagement, Collaboration & Digital Presence

Customer Service & Relationship Management

Web Content Mgmt

Service Management

Digital Marketing Suite

Crowd Support Platform Web Portal & Personalisation

Live Web ChatWeb Concierge (Machine Learning)

Social SentimentMonitoring / Analysis

Best in class Digital Presence, Personalisation and Analytics

Digital Learning Environment & Digital Content

Digital Content Capture / Creation Learning Architecture

Collab’n Tools & Unified Comms

Media Repository & Streaming

Audio Visual & Interactive Spaces

eBooks Augmented Reality & VR

Best in class Online Teaching and Learning Experience

Enterprise Resource Planning & Allocation (ERP) & Student Information System

Core HRSystems

Load & ProfilePlanning

Contract Mgmt

SpaceUtilisation

StudentAdministration

WorkAllocation

Core Finance System Procurement

GRC Travel Mgmt Invoicing &Payments

Student DebtMgmt

Integrated back office, providing reliable elegant experience and decision making through Enterprise Resource Planning across HR, Finance and Student Administration

Network & Security Systems

Firewalls

NetworkAccessControl

GlobalNetworkInterconnect

ConfigurationManagement

IntrusionDetection

Remote Access

Proxy & WebFiltering

Shaping & Qos

VulnerabilityMgmt

Threat Mgmt& SEIM

WirelessNetwork

WiredNetworks

Secure, Reliable Core Network and Cloud Connectivity

Learning, Teaching & Research

Not in place, investment required In place, investment required No action

Student Lifecycle

University Operations

Enterprise Resource Planning & Allocation(ERP) & Student Information System

Network & Security Systems Hosting Infrastructure Service Management &Systems Management

Data Centre &Cloud Blocking

Telephony & CellCentre

Business Intelligence Integration, Data management & Profile Management Identity & Access Management

Enterprise Content Management& BPM

Property Management

Student / Partner / Research Engagement, Collaboration, & Digital Presence

Prospect & Current StudentProcess Management Systems

StudentServices& Care

StudentServices& Care

Product Definition

Customer Service & Relationship Mgmt

Student & Researcher Success

Student Services & Care

Digital Learning Environment& Digital Content

End-UserTechnology& Labs

ResearchEnablement Systems

ResearchProcessMgmt Systems

ResearchAdministration

LibrarySystems

Digital Presence& Engagement

StudentLifecycleAdministration

Back-OfficeEnterpriseSystems

Middleware &Data Foundation

InfrastructureFoundation

RMIT has been an early technology adopter, however, the majority of the ICT fleet is aged or doesn’t support the Digital landscape needed moving forward. Significant investment is needed to deliver on Shape RMIT 2020.

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– RMIT University Key Technology Building Blocks –

Student / Partner / Research Engagement, Collaboration & Digital Presence

Customer Service & Relationship Management

Web Content Mgmt

Service Management

Digital Marketing Suite

Crowd Support Platform Web Portal & Personalisation

Live Web ChatWeb Concierge (Machine Learning)

Social SentimentMonitoring / Analysis

Best in class Digital Presence, Personalisation and Analytics

Digital Learning Environment & Digital Content

Digital Content Capture / Creation Learning Architecture

Collab’n Tools & Unified Comms

Media Repository & Streaming

Audio Visual & Interactive Spaces

eBooks Augmented & Virtual Reality

Best in class Online Teaching and Learning Experience

Enterprise Resource Planning & Allocation (ERP) & Student Information System

Core HRSystems

Load & ProfilePlanning

Contract Mgmt

SpaceUtilisation

StudentAdministration

WorkAllocation

Core Finance System Procurement

Risk &Compliance

Travel Mgmt Invoicing &Payments

Student DebtMgmt

Integrated back office, providing reliable elegant experience and decision making through Enterprise Resource Planning across HR, Finance and Student Administration

Network & Security Systems

Firewalls

NetworkAccessControl

GlobalNetworkInterconnect

ConfigurationManagement

IntrusionDetection

Remote Access

Proxy & WebFiltering

Shaping & Qos

VulnerabilityMgmt

Threat Mgmt& SEIM

WirelessNetwork

WiredNetworks

Secure, Reliable Core Network and Cloud Connectivity

Learning, Teaching & Research

Not in place, investment required In place, investment required No action

Student Lifecycle

University Operations

Enterprise Resource Planning & Allocation(ERP) & Student Information System

Network & Security Systems Hosting Infrastructure Service Management &Systems Management

Data Centre &Cloud Blocking

Telephony & CellCentre

Business Intelligence Integration, Data management & Profile Management Identity & Access Management

Enterprise Content Management& BPM

Property Management

Student / Partner / Research Engagement, Collaboration, & Digital Presence

Prospect & Current StudentProcess Management Systems

StudentServices& Care

StudentServices& Care

Product Definition

Customer Service & Relationship Mgmt

Student & Researcher Success

Student Services & Care

Digital Learning Environment& Digital Content

End-UserTechnology& Labs

ResearchEnablement Systems

ResearchProcessMgmt Systems

ResearchAdministration

LibrarySystems

Digital Presence& Engagement

StudentLifecycleAdministration

Back-OfficeEnterpriseSystems

Middleware &Data Foundation

InfrastructureFoundation

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– ICT Plan 2020 –

Shaping the World

Life ChangingExperiences

Passion withPurpose

Innovative &efficient Service

Integrator

Best in classdigital student

experience

Simple & securetechnologyfoundations

Data to fueldifferentiation

& decisions

Elegant globalservice experience

& systems

“Reposition the ICT function to source and manage services more efficiently and to focus on business

outcomes through innovation”

“Move to single global systems and processes which enable the

global operating model”

“Invest in new technologies which transform the student experience and

underpin the digital strategy”

“Ensure foundation technology is simplified, free of duplication, and secure”

“Ensure quality data and integrated systems are available to support data

based decision making, and enable personalised and contextualised services”

The ICT Plan, Goals and Programs have been developed in alignment with Shape RMIT 2020…

Life-changing experiences

» Student experience » Connected pathways

Passion with purpose

» Simplicity » Resources

Shaping the world

» Research and innovation » Industry and enterprise » Global reach and outlook

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– RMIT Mission and Values –

Shaping the World

Life ChangingExperiences

Passion withPurpose

Innovative &efficient Service

Integrator

Best in classdigital student

experience

Simple & securetechnologyfoundations

Data to fueldifferentiation

& decisions

Elegant globalservice experience

& systems

“Reposition the ICT function to source and manage services more efficiently and to focus on business

outcomes through innovation”

“Move to single global systems and processes which enable the

global operating model”

“Invest in new technologies which transform the student experience and

underpin the digital strategy”

“Ensure foundation technology is simplified, free of duplication, and secure”

“Ensure quality data and integrated systems are available to support data

based decision making, and enable personalised and contextualised services”

The ICT 2020 plan anchors on the ICT goals required to win the ‘hearts and minds’ of students. ITS will use those goals to deliver a global model, better user experience, reduced cost & reduced risk.

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– ICT Plan 2020 –

Innovative & efficientService Integrator

A transformativestudent experience

ConnectedPathways

Managing resourcesfor sustained value

Global reachand outlook

Research and Innovation: creating impact through

collaboration

Industry and enterprise

embedded in everything we do

Supporting and empowering our people

with clearer, smarter, simpler systems

Best in classdigital student experience

Elegant global serviceexperience & systems

Data to fuel differentiation & decisions

Simple & securetechnology foundations

Enterprise CRM(Prospect, Students, Partners & Alumni)

Digital Marketing

CUSTOMER & PARTNER LINKAGE

Service Architecture Platform

Cross Enterprise Collaboration& Social Networks

DIGITAL INTERACTION & COLLABORATION

Unified Mobile First Portals

Best Digital Learning Experience

DIGITAL EXPERIENCE

Best in class analytics

Integrated data

INFORMATION-DRIVEN INSIGHTS

Streamlined end usercomputing services

Cloud Adoption& Orchestration

Global Operating Model &Single Enterprise Systems

Master Data, Integration &Business Rules Expertise

Lifelong IdentityHybrid DC, Robust &Secure Global NetworkFO

UN

DAT

ION

ICT

ENAB

LERS

DIF

FERE

NTI

ATIO

NEN

ABLE

RSIC

T G

OAL

SRM

IT G

OAL

S

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– New Technology Capability Underpins the University of the Future –

Innovative & efficientService Integrator

A transformativestudent experience

ConnectedPathways

Managing resourcesfor sustained value

Global reachand outlook

Research and Innovation: creating impact through

collaboration

Industry and enterprise

embedded in everything we do

Supporting and empowering our people

with clearer, smarter, simpler systems

Best in classdigital student experience

Elegant global serviceexperience & systems

Data to fuel differentiation & decisions

Simple & securetechnology foundations

Enterprise CRM(Prospect, Students, Partners & Alumni)

Digital Marketing

CUSTOMER & PARTNER LINKAGE

Service Architecture Platform

Cross Enterprise Collaboration& Social Networks

DIGITAL INTERACTION & COLLABORATION

Unified Mobile First Portals

Best Digital Learning Experience

DIGITAL EXPERIENCE

Best in class analytics

Integrated data

INFORMATION-DRIVEN INSIGHTS

Streamlined end usercomputing services

Cloud Adoption& Orchestration

Global Operating Model &Single Enterprise Systems

Master Data, Integration &Business Rules Expertise

Lifelong IdentityHybrid DC, Robust &Secure Global NetworkFO

UN

DAT

ION

ICT

ENAB

LERS

DIF

FERE

NTI

ATIO

NEN

ABLE

RSIC

T G

OAL

SRM

IT G

OAL

S

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– ICT Plan 2020 –

Innovate the experience, providing

“Anytime”, “Anywhere”, “Any device” access

Leverage commodity service and scale through a “Cloud first” approach

Maximize use of global assets

Treat data as an asset

Constrain build on non-strategic or to

be retired platforms

Sustainable IT by minimizing impact

on the environment

Use cost/benefitanalysis to qualify risk

Consolidate infrastructure

and applications

Achieving the ICT goals will require critical decisions to be made around all ICT services moving forward. ITS will use the following principles to guide this decision making…

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– ICT Principles –

Innovate the experience, providing

“Anytime”, “Anywhere”, “Any device” access

Leverage commodity service and scale through a “Cloud first” approach

Maximize use of global assets

Treat data as an asset

Constrain build on non-strategic or to

be retired platforms

Sustainable IT by minimizing impact

on the environment

Use cost/benefitanalysis to qualify risk

Consolidate infrastructure

and applications

The ITS Operating Model Transformation will take place over the next three years and enables us to:

» Be focussed on our students, staff, research and industry partnerships » Be accountable for what we deliver and how we deliver it » Be focussed on delivering end to end business solutions » Be aligned with business outcomes and benefit realisation » Be responsive, adaptable and scalable

In September 2015, ITS commenced in its new operating model structure. Over the next three years, ITS will continue to deliver the RMIT operating model transformation through:

» Removing barriers and enabling streamlined effectiveness and efficiency of operations and project delivery

» Establishing best practice and scalable project delivery capabilities that allow for enhanced alignment with a streamlined set of delivery partners

» Focussing on continuous improvement and the delivery of benefits realisation required to meet the rapidly evolving technology needs of our university

» Focussing on operational efficiency and the adoption of leading edge technologies that reduce risk and transfer spend from run to transform

With the Higher Education sector becoming increasingly competitive and commercially challenging, it is imperative for ITS to remain relevant and well positioned to support RMIT in meeting these challenges.

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– ICT Plan 2020 –

ITS OBJECTIVE (ICT GOAL) DESCRIPTION STRATEGIC PLAN

ALIGNMENT

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Best in class digital student experience

Invest in new technologies which transform the student experience and underpin the digital strategy.

G1.5G2.1G3.3G4.3G5.1G7.3

» Create an intimate digital student experience and a life long relationship » Innovate student experience through contextualised, integrated information » Access through personalised portals » Teaching spaces and online learning that keep abreast of pedagogy and technology advancement

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Innovative and efficient Service Integrator

Reposition the ICT function to source and manage services more efficiently and to focus on business outcomes through innovation.

G2.1G3.3G3.1G4.3G5.1G7.3

» Focus on Business outcomes » Transition IT Operating Model to Service Integrator » Consume commodity IT Services; Own the extraordinary » Cloud first approach » Make IT Service Costs transparent » Foster selected best practice processes and implement holistic Service Management » Position ICT for a multi-vendor environment with enhanced commercial skills

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Elegant global service experience and systems

Move to single global systems and processes which enable the global operating model.

G1.5G2.1G3.1G3.3G4.3G6.1G7.3

» Pursuit of a global University operating model and systems » Consolidate & deliver services through global, integrated platforms » Leverage best practice commodity services and processes for back-office » Global federated Identity and Single sign on

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Data to fuel differentiation and decisions

Ensure quality data and integrated systems are available to support data based decision making, and enable personalised and contextualised services.

G1.2G2.1G3.5G4.3G6.2

» Improved student experience through personalised services » Harvesting data through advanced Customer Relationship Management and Learning Experience capabilities » Using analytics to make quality decisions » A source of truth for all master data » Data virtualisation to amalgamate disparate sources

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Simple and secure technology foundations

Ensure foundation technology is simplified, free of duplication, and is secure.

G1.5G3.3G4.1G4.3

» Reduced infrastructure complexity and vendor duplication » Secured operating infrastructure » Simplified and automated solutions to support business processes » Enhanced IT Security to enable global endpoint access » Streamlined end user computing underpinned by self-service provisioning » Enhanced security incident management capability » Responsive and controlled IT Asset Management » An enhanced global network » Simplified and federated identity management service

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– Summary of ICT Initiatives –

STRATEGIC PLAN ALIGNMENT HOW THIS GOAL/PRIORITY IS SUPPORTED

01

Best in class digital student experience

Invest in new technologies which transform the student experience and underpin the digital strategy.

G1.5G2.1G3.3G4.3G5.1G7.3

» Create an intimate digital student experience and a life long relationship » Innovate student experience through contextualised, integrated information » Access through personalised portals » Teaching spaces and online learning that keep abreast of pedagogy and technology advancement

02

Innovative and efficient Service Integrator

Reposition the ICT function to source and manage services more efficiently and to focus on business outcomes through innovation.

G2.1G3.3G3.1G4.3G5.1G7.3

» Focus on Business outcomes » Transition IT Operating Model to Service Integrator » Consume commodity IT Services; Own the extraordinary » Cloud first approach » Make IT Service Costs transparent » Foster selected best practice processes and implement holistic Service Management » Position ICT for a multi-vendor environment with enhanced commercial skills

03

Elegant global service experience and systems

Move to single global systems and processes which enable the global operating model.

G1.5G2.1G3.1G3.3G4.3G6.1G7.3

» Pursuit of a global University operating model and systems » Consolidate & deliver services through global, integrated platforms » Leverage best practice commodity services and processes for back-office » Global federated Identity and Single sign on

04

Data to fuel differentiation and decisions

Ensure quality data and integrated systems are available to support data based decision making, and enable personalised and contextualised services.

G1.2G2.1G3.5G4.3G6.2

» Improved student experience through personalised services » Harvesting data through advanced Customer Relationship Management and Learning Experience capabilities » Using analytics to make quality decisions » A source of truth for all master data » Data virtualisation to amalgamate disparate sources

05

Simple and secure technology foundations

Ensure foundation technology is simplified, free of duplication, and is secure.

G1.5G3.3G4.1G4.3

» Reduced infrastructure complexity and vendor duplication » Secured operating infrastructure » Simplified and automated solutions to support business processes » Enhanced IT Security to enable global endpoint access » Streamlined end user computing underpinned by self-service provisioning » Enhanced security incident management capability » Responsive and controlled IT Asset Management » An enhanced global network » Simplified and federated identity management service

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– ICT Plan 2020 –

ICT Cost per annum

KPI’s

CAUDIT IT Complexity Score vs ICT Investment

% of applications cloud consumed

% of applications globally adopted

% of availability of student facing systems

% of learning digitally enabled/available

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– ITS Scorecard – Grow and Transform –