MIAMI WELCOME TO Buenvenidos a Miami Brian Lazor Jennifer Sousa Brian Lazor Jennifer Sousa.
Information Technology Services Partnering for Your Success Services Operations Group Meeting...
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Information Technology Services Partnering for Your Success Services Operations Group Meeting November 30, 2006 Leo de Sousa, Enterprise Architect Information Technology Services http://www.bcit.ca/its
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Transcript of Information Technology Services Partnering for Your Success Services Operations Group Meeting...
Information Technology Services
Partnering for Your Success
Services Operations Group MeetingNovember 30, 2006
Leo de Sousa, Enterprise ArchitectInformation Technology Services
http://www.bcit.ca/its/
Agenda
• Introduction• Timeline – CR transforms into IT Services• Vision, Mission and Goals• Information Technology Services
– redesigned to support your success • Best Practices Implemented• Partnering for Your Success• Questions
Introduction
People …
AppliedResearch
Learning&
Teaching BusinessServices
EnterpriseArchitecture
Process …
Technology …
Guidance, Consulting, Approval
Advise Governance Groups
Simplification
Common Language
Timeline – CR transforms into IT Services
Oct2005
Jan2006
Jul2006
Sep2006
Oct2006
VP Learning& Technology
Services
CR worksto deliver a
Service Culture
CRRedesigns
Orgn
CR becomes
IT Services
Best PracticeGovernance
Client Liaisons
Goals
• Increase the credibility of IT Services
• Improve the quality of customer service
• Establish an innovation mandate
• Establish a new culture
• Become a process based organization
To be BCIT’s trusted and valued partner delivering excellence in technology and services.
Mission
To research, deliver, and support technology that serves the needs of people and processes at BCIT.
http://www.bcit.ca/its/about/vision.shtml
Vision
IT Services Jan 2007
Bill HoworthDirector, Acting
Vivian Forssman, ADWeb Services, Innovation &
Research
Brian Hosier, MgrClient Services
Dave Cresswell, ADInformation,
Infrastructure & Strategic Practices
Rita Richardson, MgrTransitional Projects
Web ServicesInnovationResearch
Service DeskCore Desktop
Specialty Services
Gary Lake, MgrBusiness Application
Services
Jamie Garcia, MgrTechnical & Infrastructure
Services
Strategic PracticesBA, BC/DR, EA,
PM, Security
Email, Collab & PortalSystem DevelopmentInformation Systems
Network SupportServer Support
Enterprise Support
Roya DollingAdministrative
Services
Website Designwww.bcit.ca
Publishing ProcessTEK Social Software
Service DeskKnowledge Base
Service Level MgmtDesktop & LabsClient Liaisons
Lotus NotesmyBCIT.ca
Web ApplicationsBanner/CognosFinAid/AwardsWebCT/TLM
Internet AccessNetwork MgmtWireless Access
Server MgmtStorage Mgmt
Business AnalysisEnterprise Architecture
IT SecurityProject Mgmt
Best Practices Implemented
• 1998 - IT Security Officer• 2003 - Business Continuity/Disaster Recovery• 2003 - Service Level Management• 2004 - Enterprise Architect• 2004 - Project Management Process• 2004 - Change Management Process• 2005 - Business Analyst• 2006 - Web Publishing Standards• 2006 - Technology Governance
The goal of Service Level Management (SLM) is to maintain and improve IT service quality.
• Service Desk (Helpdesk) remains the primary contact for accessing break/fix services (http://helpdesk.bcit.ca)(604-432-8888 or [email protected])
• Core Service Catalogue http://www.bcit.ca/files/cr/pdf/servicecatalogue.pdf
• Service Level Agreement – Contact Michele Morrison if your department requires an SLA. (604-432-8628)
Service Level Management
Client Liaisons
The goal of establishing ITS Client Liaisons is to improve relationships between IT Services, schools and departments within BCIT.
• Providing ITS consulting services and proposal support for projects requiring IT
• Service Desk (Helpdesk) remains the primary contact for accessing break/fix services (http://helpdesk.bcit.ca)(604-432-8888 or [email protected])
Timeline – Client Liaison Service
Oct2006
Feb2007
Apr2007
May2007
Sep2007
IT ServicesClient LiaisonProject Begins
Pilot ServiceDelivered to
2 schools/2 depts
EvaluationOf PilotService
Plan forInstitute Rollout
ITS LiaisonService to BCIT
“So this is where we get I.T. involved”
Changing How You Value IT Services
As IT Services works to become your strategic partners, we first need to gain your respect & trust
600 kmcable
700Networkdevices
17 TBStorage400 APWireless
270Servers
5000Desktops
240KEmails
850Web
Updates
Technology Governance ModelSupport
Program
Enterprise
Departmental
Innovative
Opportunistic
Funding
Institute
Program
ProgramControl
IT
Program = schools or departments
Institute = centrally governed
Program = schools or departments
Institute = centrally governedApproval
Consult
Guidance
IT Services – Partnering for Your Success
IT Services will continue to improve and ensure you receive excellence in technology and services by:
– Clear communication with our partnersService Desk and Client Liaisons
– Using governance and EA to: “Do the right things”
– Using best practices to: “Do things right”
Thank You
Leo de SousaEnterprise Architect
Information Technology Services
