IT Transformation Program. Update 14 April 2004

Transcription

1 IT Transformation Program Update 14 April 2004

2 Key points: 1. The IT model is client-centric. 2. We meet the needs of faculty, staff & students by providing a portfolio of defined, intuitive, managed services. 3. We re developing a organizational model optimized to deliver those services.

3 Principles of Client Relationship Management at UC Santa Cruz: Our Promises to Our Clients (in plain English)

4 Principles of CRM at UCSC 1. You receive the campus-standard IT equipment, software, networking and systems access that you need to do your work.

5 Principles of CRM at UCSC 2. ITS works diligently to ensure that your IT environment is secure, stable, reliable, recoverable and free from intrusion and nuisance.

6 Principles of CRM at UCSC 3. IT support, troubleshooting and repair are available to you promptly, courteously and in language you can understand, throughout the normal working day, and are available during extended hours as well. You also have access to a self-service IT web portal at all times.

7 Principles of CRM at UCSC 4. You do not need to know whom to contact in the IT organization to receive a specific service. You need only contact your support specialist or the help desk. There is also a liaison between ITS and your division for more complex or strategic questions.

8 Principles of CRM at UCSC 5. You receive the IT-related training you need to do your work.

9 Principles of CRM at UCSC 6. One login and password provide you access to most or all ITS systems and functions.

10 Principles of CRM at UCSC 7. The baseline set of services is centrally funded and is available at no additional cost to you or your unit. Many services beyond the baseline are also available for additional cost.

11 Client View of Services Client Preferences: Different ways to receive services

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13 No More Silos: Toward a Unified, Intuitive View of Services

14 Client View of Services An IT service is a collection of components packaged in ways that are familiar and intuitive to clients.

15 Instructional Service Package

16 Example #1: The Conference Office wants various types of IT service - at varying costs - available to their clients. A question to consider: how many packages to offer, and at what level of granularity?

17 Example #2: Web publishing

18 Client View of Services The Service Catalog is the complete set of all services available to faculty, staff & students from the IT organization.

19 Client View of Services The IT organization is focused on and mobilized to provide the services in the service catalog.

20 Organizing IT to Deliver the Services

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22 Elements of the IT Organization Client Relationship Management Encompasses all aspects of IT s working relationships with its clients, from tactical interactions to strategic planning and consulting. Self-service Help Desk Client service representatives Liaisons with principal officers Important CRM functions Problem/issue escalation and resolution IT opportunity identification

23 Elements of the IT Organization Services Management Manages the portfolio of IT Services delivered to customers Service design & packaging Service implementation & education Service delivery to defined service levels Service maintenance & evolution Service decommissioning

24 Elements of the IT Organization Engineering Provides the software selection, architecture, design & engineering capabilities to build and evolve IT Application Services for clients, from departmental to enterprise-level. Requirements analysis Application design, development & evolution Data & application architecture

25 Elements of the IT Organization Core Technologies Manages daily IT operations & systems support Operations management hardware support, server management, network, backup, disaster recovery Systems support systems programming, network analysis, DBA, security Technology architecture

26 Elements of the IT Organization CIO s Office Strategic IT planning, portfolio management & campus alignment IT business & financial management Policy & standards Communication Program management office Quality assurance & assessment

27 Examples from Web Publishing

28 Web Services Package #1: Self-help / personal page Helpdesk Request: Web Self Help/Personal Page Roles/Functions Help Desk On-line Help Resources Account/Host Services Web Services Pkg 1: Self Help Campus Design Standards Templates Training Workshops On-line Help Resources Accessibility Guidance Account/Host Services Roles/Functions Enterprise Applications DBA Portal Information Arch. Programming Web Sys Admin Web Developer Roles/Functions Web Servers Security ID Mgmgt Network Services

29 Web Services Package #2: Small Site Liaison Request Roles/Functions On-line Help Resources Account/Host Services Workstation Support Web Services Pkg 2: Small Site Bronze Service Standards Consult & Proj Mgmt Info Arch & Usability Web and Graphic Design Integrate Entpr Apps Campus Templates Web Analysis Optional Add-ons Roles/Functions Enterprise Applications DBA Portal Information Arch. Programming Web Sys Admin Web Developer Roles/Functions Web Servers Security ID Mgmgt Network Services

30 What s Next

31 What s next Inside the organization, detail Client segmentation Investigate CRM systems Define service packages Define development methodologies and approaches Look at standards and opportunities for efficiencies

32 What s next Beyond the organization, context

33 Your thoughts and questions?