UIT Briefing Book
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Transcript of UIT Briefing Book
The central IT organization supports University of Houston-System (UHS) and University of
UH Information Technology VisionCreate value across to the UH-System by investing in infrastructure capacity and security collaborative tools and newer more efficient and greenerg pp y y ( ) y
Houston (UH) goals. Our value can be best achieved by focusing on enterprise services and supporting IT providers in the UH colleges and divisions, and across the UH-System.
Across the UH-System, we provide a broad range of services from converged networking to hosted applications and systems in our UHS Data Center, high performance computing networks and hosted research computing services, cost sharing for site licenses such as for WebCT, and a collegial and supportive sharing of best practices and methodologies.
On the UH campus we maintain the university’s web presence and provide a wide range of
Strategic Focus• Create a reliable, secure, robust, and cost-effective technology environment using
industry best practices and technology• Maintain the campus network infrastructure and our wireless footprint.• Aggressively enhance security at the enterprise level and in customer
environments
and security, collaborative tools and newer, more efficient and greener technologies to enable growth in services and protect revenue.
On the UH campus, we maintain the university s web presence and provide a wide range of services supporting streaming media and video production, technology in general purpose classrooms, our 24x7 Technology Commons student computing lab, deeper than educational discounted volume purchase agreements for hardware and software, technology web-based and face-to-face training, collaborative tools and self-service applications, among others.
Even in today’s most challenging times, we continue to mature in our effectiveness and efficiency in delivering services to support our Tier 1 research and global university aspirations.
T E
G
Y
environments• Actively pursue opportunities with UH business owners to leverage PeopleSoft
services and functionality.We endeavor to achieve these objectives by:• Engaging leadership in planning via our 10-Year IT Infrastructure Forecast• Creating a federation of university IT providers• Developing and deploying IT methodologies to the campus• Establishing IT customer service assurance
P t i ith d i d d i i t tiLeadership Team & Organization
Office of the CIO
Dennis Fouty, Ph.D.Associate Vice Chancellor /Associate Vice President &
Technology Support Services
Vacant – Position Posted T R
A
T • Partnering with academic and administrative groups• Improving and streamlining our internal processes and structures• Increasing the credibility of IT
UHS ServicesUHS Data Center hosted applications and hardware:• Oracle/PeopleSoft Finance and Human Resources: all UHS universities• Oracle/PeopleSoft Student Academic and Administration: UH, UH-CL and UH-V
W bCT t UH d UH VAssociate Vice President &Chief Information Officer
5 F
TE
Enterprise Systems
Vacant – Position Posted
37
FTE
Desktop / User SupportHelp DeskInstructional TechnologyTelephonyWeb Support Services
S T • WebCT course management: UH and UH-V
Network Infrastructure:• Internet Protocol and Video: all UHS universities• Access to commodity internet: all UHS universities• Connectivity to high performance networks: LEARN, Internet 2 and National Lambda
Rail• Video services between component universities supporting distance learning &
administrationArun Jain, Ph.D.Associate Vice President
01
FTEData Center
Network InfrastructureEnterprise Systems and Services
13
pp
IT Security
Mary Dickerson, M.B.A.Interim Executive Director
EfficiencyIT strives to improve efficiency through decentralization, fungibility and reallocation of resources, hard negotiating, near zero-based budgeting and value engineering.
GovernanceIT i itt d t UH h d Th UH F lt S t i l ti
administration• Expertise sharing and collaboration for emerging technologies, subject-matter-expert
support and technology trouble-shooting and escalation for problem resolution.
10p y
IT Business Services
Nicole Broyles, M.B.A.Director
9 F
TE
IT Security
High Performance Computing
Keith Crabb, B.S.Interim Manager
IT is committed to UH shared governance. The UH Faculty Senate is evaluating a recommendation of the Information Technology and Computing Committee (ITCC) to align IT efforts more closely to institutional goals and enhance shared governance.
Strengths & Opportunities * Efficient and effective use of resources* IT strategy aligned with UH strategic
planning* P j t tf li d
* IT Federation will establish campus technology leadership teams
* Partnerships for innovative technology t t i
20
FTEAdministration of IT OrganizationIT Policy
5 F
TEResearch Computing
* Process, project, portfolio and performance driven
* Robust, secure and reliable infrastructureand systems
strategies* Sharing IT methodologies* Support integration of student services
through technology
BUDGET AND SPENDINGPLANNING AND BUDGETINGfocusing on
The EnvironmentBUDGET AND SPENDING
An efficient IT organization results from our current environment of decreased funding and increased demand for service. Continued investment in the UHS infrastructure, enterprise applications, and collaborative tools through newer, more efficient, greener technologies will meet customer demand for services, better position the university for future enhancements, and reduce costs long term
$2,984
$2 000$2,500 $3,000 $3,500
Per Student IT Funding (Headcount)
UHterm.
In seeking Tier 1 university status, it is interesting to compare total UH information technology funding to our peers. Focusing on 2008 data in the chart at right, UH allocated 55% of the average of University of Texas Austin and Texas A&M University, and 73% of the average of all doctoral extensive universities. Data is from participating universities in the EducauseCore Data Survey.For the fourth year IT is engaging campus leadership in a review of the 10-
$1,651
$2,235
$-$500
$1,000 $1,500 $2,000
FY08
UH
Doctoral Extensive
Texas 4
For the fourth year, IT is engaging campus leadership in a review of the 10Year IT Infrastructure Forecast. Doing so enables a broader view of institutional investment in technology to optimize university resources in meeting customer demand for services. See chart at right.
What We Are Doing
We continue to focus on and mature strategies to increase the effectiveness and efficiency of IT planning and budgeting by: $6 000 000
$8,000,000
$10,000,000
$12,000,000
Ten Year HEAF Infrastructure Budget AllocationAllocation Forecasted
y p g g g y• Tightly aligning IT planning and budgeting with the UH process• Modifying IT’s timeline and methods to incorporate input throughout the year• Supporting college and division partners in developing their IT plans• Sharing IT methodologies to the campus• Internally reallocating IT resources for emerging opportunities and needs• Conducting near zero-based budget reviews
$-
$2,000,000
$4,000,000
$6,000,000
FY01 FY02 FY03 FY04 FY05 FY06 FY07 FY08 FY09 FY10 FY11
UH IT launched the IT Federation in FY 2009. Our value to the university is best achieved supporting college- and division-based IT support providers, IT is refocusing its service delivery. In concert with college/division leadership, IT seeks to partner with campus leaders who are also managing and providing information technology services.
IT FEDERATION
Div
isio
ns
hnol
ogy
ial W
ork
rmac
y
M AS
S
w C
ente
r
el a
nd R
est M
gt
ors
Col
lege
inee
ring
catio
n
ines
s
hite
ctur
e
N t k D t E t i IT S t
g g p g gyWe are:
• Delivering projects that impact the larger University• Collaborating with UH’s colleges and divisions to enhance service
delivery (See chart at right), and• Part of a larger whole organization that through shared governance
enables and facilitates UH’s strategic goals
UH
D
Tech
Soc
i
Pha
NS
M
CLA
Law
Hot
e
Hon
Eng
Edu
c
Bus
i
Arc
h
University Information Technology (UIT)
Network Infrastructure
Data Center
Enterprise Application
IT Security
Instructional Technology
Support Centers Telephony
RESEARCHfosteringUH RESEARCH NETWORKS
The EnvironmentTechnology brings researchers and their work together across organizational and physical boundaries. UH’s high performance computing network is well positioned to support our Tier 1 research university aspirations. UH invests in infrastructure to enable high speed access to research networks and aggregation points including:
Nationally inclusive of Tier 1 and 2 US research institutions via
UH RESEARCH NETWORKS
Internet 2
National Lambda
Rail• Nationally, inclusive of Tier 1 and 2 US research institutions, via Internet2 and the National Lambda Rail (NLR).
• Statewide, connecting most public and private universities in the state,via Lonestar Education and Research Network (LEARN) .
• Locally, connecting Baylor College of Medicine, M.D. Anderson Cancer Center, Rice University, Stephen F. Austin, Texas A&M, Texas Southern University, UT Health Science Center - Houston, via Southeast Texas GigaPoP ton and others.
LEARN
g
Active participation and leadership on boards and committees nationally, regionally and locally, enabled IT to make significant contributions to each of these networks and add value to:
• Provide researchers with high quality of services not available from commercial entities
• Avoid custom configurations for most applications • Lower costs by sharing expensesLower costs by sharing expenses
At the UH Data Center, IT operates the Research Computing Center (RCC) to host servers in a secure, environmentally controlled environment.
What We Are Doing
• Replacing Research Computing cluster • Extending dark fiber to Galveston
SE Texas GigaPop
UH
10 ge
Extending dark fiber to Galveston• Creating network links to collaborating local universities to reduce costs of
research
Th I f ti T h l Hi h P f C ti (HPC)
RESEARCH COMPUTING
Local
S C O P E
RCCThe Information Technology High Performance Computing (HPC) group offers hosted system management services and technical systems support to customers of the Research Computing Center.The group provides technical advice to customers on questions relating to server platforms, software implementation and general RCC infrastructure.Future plans include a program to offer grid computing and to harness the computing power of obsolete desktop computing into a cascade of servers.
Local
State
National
RCC
CLASSROOM TECHNOLOGIESTEACHINGenabling
The EnvironmentCLASSROOM TECHNOLOGIES
Technology facilitates teaching and learning. Investments in collaborative tools, smart classrooms, website content management and other applications and services enable UH to meet increasing demand, in both numbers and sophistication.IT works through partnerships with student service providers such as Ed ti l T h l d U i it O t h t d li l 1395
2000
WebCT /Blackboard Courses
Fall Spring Summer
Educational Technology and University Outreach to deliver classroom technologies including the WebCT on-line course management, podcasts, hybrid courses, classroom clickers, educational delivery software, multimedia, and manages a 24x7 student computer lab.
What We Are Doing
• Enabling WebCT course management infrastructure
9841169
1314
8421009
1225
1395
347357
407 495
1000
g g• Managing 24x7 Technology Commons student lab• Maintaining 66 Smart Classrooms• Connecting classrooms to Internet via campus network• Supported the implementation of PeopleSoft Student and Academic
Administration Module• Providing academic software with discounts on SAS, SPSS, Matlab,
Mathematica and others• Providing and upgrading classroom equipment
Fall (%Increase) 18.8% 12.40%
S i (% I ) 19 8% 21 41% 13 88%
347 407 495
02006 2007 2008 2009
g pg g q p
In FY2009 We Served Over…
Students in WebCT web-enhanced coursesStudents at the Technology Commons
WebCT training courses
184,000143,585
3 200
Spring (% Increase) 19.8% 21.41% 13.88%
Summer (% Increase) 2.9% 14% 21.62%
iTunes DownloadsDownloads
TECHNOLOGY COMMONS
WebCT training courses
SkillPort books
SkillPort courses
3,20011,0003,500 5626
4171 39934282
5871
4108 4150
5316
396630004000500060007000
Downloads
• Student computer lab• Open 24 hours/day; 7 days/week• Over 150 Windows and Mac computers• Open to all UH students• Scanners and printers available• Many software packages available• Located in the Library basement
2937
0100020003000
THE COMMUNITYsupportingSERVICE DELIVERY
The Environment
Providing enabling technology has long been our focus. Today, we are repositioning IT to emphasize support other university technology providers. At the same time, we are delivering services closer to our customers, via self-service at their desktop or laptop, service kiosks throughout the campus and a greater number of IT Service Desks, each equipped to support the full 11500
1400016500
urse
s
SkillPort eLearningAccesses Completions
SERVICE DELIVERY
g q pp pprange of IT walk-up services from CougarNet accounts, to software sales, to telecommunications services. We recognize we can best align with and serve the University by:• Partnering with academic and administrative groups to better serve them• Recognizing program owners and establishing governance processes• Improving internal processes and structure to better serve our customers
and help close the gap between demand and resourcesImplementing a single customer service contact point
400065009000
FY2005 FY2006 FY2007 FY2008 FY2009
# co
u
Accesses % Increase 31.8% 10.2% 11.13% -1.28%• Implementing a single customer service contact point• Delivering on our commitments
What We Are Doing
• Created a unified UH Contact Center• Redesigned the UH website as user centered• Consolidated service-delivery in multiple storefronts 4000
5000
Instructor Led TrainingAttendance
Completions % Increase 39.7% 16.7% 11.67% -32.70%
Consolidated service delivery in multiple storefronts• Empowering our college partners to use our network diagnostic tools• Empowering customers with new web-based self-help account management
tools• Supporting integration of student services through technology• Continuing to install self-help computer kiosks throughout campus• Offering new collaborative tools, such as Microsoft Office SharePoint Services• Providing IT Reviews to UH departments to give recommendations on how
UIT can best serve their needs
01000200030004000
FY2005 FY2006 FY2007 FY2008 FY2009
# pe
ople
UIT can best serve their needs
Just in FY2009 We Provided Over…
AskShasta self-service help requests
IT Support Center service requests83,820
209,45410 286
% Increase 34.85% 101.38% 13.89% 15.91%
SERVICES Jun 09
Target Mon YTD
IT Communications service requests10,286 Service Requests Resolved (Initial Contact)
75% 90% 91%
Service Requests Resolved (Within 2 days)
100% 99% 95%
Work Order Repairs 24 hrs 49 hrs 15 days
Work Orders 72 hrs 80 hrs 15 days
UHS NETWORK CONNECTIONSUH TO THE WORLDconnecting
The Environment
Maintaining the campus network infrastructure and increasing our wireless footprint remain part of our strategic focus. We also seek to deploy newer, more efficient, secure, reliable and greener technologies to mitigate risk, position UH for future services, and protect revenue. Delivering state-of-the-art network services requires long-rangeDelivering state of the art network services requires long range infrastructure planning. IT’s planning includes a 10-year infrastructure forecast. The university’s network is robust, secure, and reliable. Ideally, we desire to quicken the pace of building network refreshes to better serve customers, funding permitting.
What We Are Doing
Increasing our high speed wireless networking footprint
ATT• UHCR (5 Mbps)
• UHCL (1 Gbps)
• UHD (1 Gbps)
• Increasing our high-speed wireless networking footprint• Building fiber-optic connections to UHS campuses and Texas Southern
University• Providing Internet Protocol (IP) telephony• Outsourcing residential student network support• Enabling Video Over IP• Enhancing the campus network infrastructure• Managing the network with new software
E panding the ireless footprint to incl de indoor as ell as o tdoor access
SETxGP • UHD (10 Gbps)
• UHSL (1 Gbps)
• Expanding the wireless footprint to include indoor as well as outdoor access• Deploying 1gigabit wired networking to the desktop• Improving network speed within the campus and faster access to the Internet
UH Infrastructure in 2009 has…
307 • UHV (1 Gbps)
NETWORK HARMONY
Miles of fiber Data ports installed
Wireless coverage
30715,690
81%LEARN
UHV (1 Gbps)
• UHS Secondary Data Center (1 Gbps)
While in Houston, a UH composer “attended” a rehearsal in Miami of one of his compositions for New World Symphony (NWS) via UH’s connection to the Internet2 network. “NWS pioneered the use of Internet2 for musical learning and performance,” according to Newsweek, including giving lessons to gifted students miles away. Such applications were only imagination a few years ago.
ATT = Commercial Network Services
SETxGP = Houston Area Research. Educational Network
LEARN = Texas Research. Educational Networkg y g
ROBUST ENVIRONMENTROBUST SYSTEMSbuilding
The Environment
Technology innovations enable many opportunities for UH to invest in infrastructure capacity and security enhancements that will provide better service, reduce energy, and over a several year horizon provide a solid return on investment. We retain our core technology focus to:
100 00%
Infrastructure and Critical SystemsFY09 Availability
Infrastructure Systems Target
• Refresh network, expand wireless footprint, and enable single sign-on to systems and campus resources
• Use server virtualization technology to reduce costs, reduce power consumption, and improve redundancy and uptime
• Assure the provision of adequate power to UHS Data Center and environmentally appropriate, controlled, and monitored services inside.
99.20%
99.40%
99.60%
99.80%
100.00%
FY09 Accomplishments Included…
• Initiated data warehousing and business intelligence systems• Piloted Voice over Internet Protocol (VoIP) services• Refocused the UH and IT websites to deliver more services online• Planned for a single sign-on environment
98.40%
98.60%
98.80%
99.00%
Just in FY2009 We Handled Over…
Email accountsEmail incoming messages processed
Finance transactions
32,435134,541,000
3,974,000
SECURITY INCIDENTS Jun 09
Target M/Y Mon No. YTD No.
PEOPLESOFT Enterprise Resource Planning
CougarNet accounts57,000Actual Infections 4/44 4 364
Unauthorized Information Access
0/1 0 1
• PS Student Academic & Administration now fully operational• Enhancing services, especially integrated, self services• Deploying next-generation tools• Evaluating and deploying additional modules for future use including the
Advising module• Enabled electronic workflow for Finance, Human Resources, and
Employee self-service
Unauthorized Use/Misuse
27/324 47 562
Total 31/370 51 927
p y
OUR ENVIRONMENTsecuringIT SECURITY
The Environment
With a heightened awareness of mandates for the protection of data, we have a need to increase the safeguards in place to mitigate the risks of data compromise. Threats include those to our systems, networks, data, safety, and privacy, as well as our academic and business operations. Aggressively
h i it t th t i d i t i t i 180210240270
Security IncidentsIncidents Target
enhancing security at the enterprise and in customer environments remains a strategic focus for IT.
What We Are Doing
• Implementing industry standard security practices and procedures for protection of credit card dataC ti b k li ti l f UH i f
0306090
120150180
• Creating a backup online meeting place for every UH course in case of a disaster
• Using proactive problem avoidance such as regular aggressive network and systems scans
• Assessing department systems that contain sensitive data and providing assistance in securing it
• Conducting security awareness training to create a more educated community• Deploying best and essential security practices to technology providers
th h t th100
DMCA IncidentsSystems Target
throughout the campus• Assisting in obtaining e-commerce application certification• Working throughout campus on security matters
Just in FY2009 We Handled Over… 20
40
60
80
UHS SECONDARY DATA CENTER
Security Incidents
Compliance with PCI standards
SECURITY Feb 09
50450%
0
The UHS Secondary Data Center in Dallas provides “Critical Core Services” to the community in the event facilities in Houston are damaged or compromised.Active services for UH include emergency web presence, emergency e-mail, and other critical technology services.
UHS SECONDARY DATA CENTER Target M/Y Mon No. YTD No.
Incidents 28/339 24 357
SystemsAffected
2/27 26 86
Fail-over functionality for the WebCT course management application is in the final phases.
TECHNOLOGYbeyondJOINING EFFORTS
The Environment
In order to better serve our users , we are embracing non-technical projects as part of our IT initiatives. One of these initiatives is allowing us to explore better ways to identify service efficiencies focused on cost optimization and benchmarking; Gartner, a leading IT Research firm, provides us guidance on i d t b t ti d t f th li k l d b UH C ll
Project Management
I tit tindustry best practices and a top-of-the-line knowledge base.
In September 2009, we sponsored the launch of the first Project Management Institute (PMI) Student Chapter in Houston; the PMI UH venue will allow students to interact with professionals in the industry and get advantage of speakers in the project management field.
UIT has identified as a key initiative the improvement of business processes f UIT t f i i W t i ith C ll f
UIT
UH Colleges (BAUER and Technology)
Institute
for UIT customer-facing services. We are partnering with College of Business, in building a cross-functional team of undergraduate and graduate students, and IT employees. Through these efforts, we intend to optimize service costs and productivity, improve customer satisfaction, and enhance organizational agility.
UH PMI Student Chapter
What We Are Doing
• Creating an IT framework to identify service efficienciesI l ti I f ti T h l I f t t Lib (ITIL)
UH-PMI Student Chapter
• Implementing Information Technology Infrastructure Library (ITIL)• Kicked off the first PMI Student Chapter in Houston . Monthly meetings
connect students with professionals in the industry and promote project management practices
• Partnering with College of Technology to create a cross-functional team to identify business process improvements
• Working with the UH Writing Center to leverage IT employees writing skills for positions related with communicationsF ilit ti IT R i f d t t t id tif i d
UITBAUER
College of Business
• Facilitating IT Reviews for campus departments to identify synergies and areas where UIT can better serve their needs
• Creating business models to offer IT Services to campus community, affiliates and externals