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