Hamilton Campus. Information Technology Strategic Project Plan

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1 Hamilton Campus Information Technology Strategic Project Plan July 2007 Revised: June 2009 C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 1

2 Table of Contents Executive Summary... 4 Introduction... 4 Project Descriptions... 5 Project # Assessment of the Use of Technology in Teaching and Learning... 5 Project #2 Online Course Enhancement for Face-To-Face Classroom Instruction... 6 Project #3 Instructional Data Storage and Management Services... 8 Project # Classroom/Open-access Computing Lab Technology and Support... 9 Project #5 Support, Development, Training, and Incentives for Teaching and Learning Project #6 Information Technology Support of Research; Connection and Communication with IT Services Project #7 Campus Network Infrastructure and Servers Project #8 Software Licensing and Management Project #9 Security for institutional and personal data Project # Wireless - Completed Project #11 Availability of Information Technology Project #12 Disaster Recovery Project #13 Technology funding and approval process Project #14 Connectivity and access to technology resources Project #15 Student Computer Ownership Project #16 Technological Innovation, Implementation, and Evaluation Project #17 Customer Service Model Project #18 Effective Communication Project #19 Communication Model for Campus Information technology Project #20 Information Technology Support and Training Project #21 Printing and Imaging Services Project #22 Connection and Communication with IT Services Project #23 Management of the Hamilton Campus Web Site Project #24 Information Technology Advisory Committee - Completed Project #25 Campus Technology Plan: Input Process, Quantitative Measurements, and Integration Process Project #26 MUH campus information technology communication and feedback Project #27 Alternative Course Delivery Project #28 Information Technology Operations and Management Plan Project#29 Information Technology Literacy Project #30 Information Technology Long-range Financial Plan Including External Funding Recommendation Appendix A Core Project Team Appendix B MUH IT Strategic Planning Committee Charge Appendix C Technical Advisory Committee Charge Appendix D C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 2

3 Project Priority Recommendations Project Priority Recommendations Modified January References C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 3

4 Executive Summary This document is a description of the Hamilton Campus Information Technology (IT) Strategic Project Plan. It is divided into the following major sections: The Introduction section describes why and how the Information Technology Strategic Project Plan document was created. The Project Descriptions section lists and describes thirty projects the core team (see Introduction below for more details) derived from the MUH Information Technology Strategic Plan. The Recommendation section suggests follow-up options to help the Hamilton campus continue to meet the technology needs of the faculty, staff, students and community. Introduction In April of 2005 the Miami University Hamilton Campus completed a comprehensive technology strategic study of the Hamilton campus which was summarized in a document call MUH Information Technology Strategic Plan. This plan included information and other input from faculty, staff, and students from across the university. The next logical step was to analyze the information in this document, establish specific projects that would meet the needs expressed in it, and identify and prioritize the top ten projects. Hamilton Campus Dean Dr. Hall established a core team (See Appendix A) of faculty and staff that were charged (See Appendix B) with reviewing the MUH Information Technology Strategic Plan and making recommendations to implement the ideas expressed in it. The following section describes in detail the results of the core team s analysis of the strategic plan by presenting a list of thirty possible projects that meet the strategic plan s goals. C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 4

5 Project Descriptions Project # Assessment of the Use of Technology in Teaching and Learning Date: January 30, 2006 Objective: 1. Assessing the effectiveness of technology in an assisted-teaching and learning environment. 2. Develop a communication model for the results and methods for improving the quality of the use of technology in teaching and learning. 1. The MUH IT Strategic Plan identified this item as important. 2. There is currently no system or standard means for assessing the effectiveness of technology assisted teaching and learning. 1. MUH IT Strategic Plan Goal Assessment of the Use of Technology in Teaching and Learning: Create multiple means of evaluating technology-assisted teaching and learning throughout students engagements at the Hamilton campus. Ensure communication of results and methods for improving the quality of the use of technology in teaching and learning. 1. Multiple means of evaluating technology-assisted teaching and learning throughout students engagements at the Hamilton campus. 2. A communication plan to disseminate the information. Assumptions: N/A Boundaries: N/A Dependencies and Impacts: N/A Risks: N/A Stakeholders: Students Faculty(s) C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 5

6 Project #2 Online Course Enhancement for Face- To-Face Classroom Instruction Date: January 30, 2006 Objective: 1. Research and identify resources and best practices needed to develop materials for online and media-enhanced learning. 2. Ensure Service Level Agreement(s) (SLA) are in place to provide the appropriate level of technical support. 3. Facilitate effective notification of scheduled maintenance outages. 4. Improve notification procedures for unplanned outages. 1. The MUH IT Strategic Plan identified this item as important. 1. MUH IT Strategic Plan Goal Online Course Management: Collaborate with students, faculty, and researchers to develop online learning materials, template(s), and media to enhance the learning experience for all students. Direct technical support is not provided by the campus, so we must continue to request strong support for a mission critical online course management system and a robust web-based learning infrastructure to support courses at the campus. 1. Resources and best practices to develop materials for online and mediaenhanced learning currently available at Miami University. 2. Service Level Agreement(s). 3. A recommended scheduled and unscheduled outage notification procedure. Assumptions: N/A Boundaries: N/A Dependencies and Impacts: 1. IT Service s SLA s Risks: N/A Stakeholders: Computing Services C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 6

7 Students IT Services Faculty (Hamilton, Middletown (Oxford faculty teaching on Hamilton campus) C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 7

8 Project #3 Instructional Data Storage and Management Services Date: January 30, 2006 Objective: 1. Identify and obtain instructional resources including digital, audio and visual libraries. 2. Develop a process for centralized management of instructional resources. 3. Publicize availability of and access to resources. 1. The MUH IT Strategic Plan identified this item as important. 1. MUH IT Strategic Plan Goal Instructional Data Storage and Management Services: Provide data storage and management services for instructional resources including digital, audio, and visual libraries. Communicate the resources available, and the process for accessing them. 1. A documented process for centralized management of instructional resources. 2. An inventory of available instructional resources. Assumptions: The Rentschler Library staff will be consulted. Boundaries: Dependencies and Impacts: Risks: Stakeholders: Computing Services Rentschler Library Faculty and Staff C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 8

9 Project # Classroom/Open-access Computing Lab Technology and Support Date: January 30, 2006 Objective: 1. Assess the current status of the open computer labs and computer classrooms as teaching and learning environments. 2. Develop a plan for on-going assessment and continuous upgrading of the technology and physical environment in computer classrooms and open computer labs. 3. Develop a comprehensive plan for the on-going assessment and continuous upgrading of technology in traditional classrooms as needed. 4. Develop a funding model for on-going upgrades. The MUH IT Strategic Plan identified this as critical. 1. MUH IT Strategic Plan Goal Classroom/Open-access Computing Lab Technology and Support: Provide technology-rich physical and virtual classrooms and open-access computing labs for teaching and learning that are consistent across the campus while reflecting the programmatic needs of the individual disciplines. Computing classrooms and open access labs should be comfortable and aesthetically pleasing. Review and improve the current standards and levels of support provided for all openaccess computing labs within the campus. Identify emerging opportunities/technologies to experiment with and prototype. Establish a program to ensure that technology in all open-access computing labs and classrooms is current and refreshed. Develop a plan to enhance traditional classrooms with appropriate technology, and pursue the funding to implement the plan. 1. Standardize the process of evaluating the adequacy of existing facilities to ensure they meet current needs for teaching and learning for faculty, staff and students. 2. Recommend changes/upgrades to computer classrooms and open computer labs. The recommendations should included the following criteria: A prioritized list of recommendations to upgrade, eliminate or create computer classrooms. A prioritized list of recommendations to upgrade, eliminate or create open computer labs. C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 9

10 An estimate of costs to upgrade existing facilities and/or create new computer classrooms or open computer labs. A schedule to complete upgrades or creation of new facilities. 3. Develop a funding model to implement recommendations. Assumptions: Boundaries: Some special use facilities may not be addressed by this project (e.g. ENT labs) Dependencies and Impacts: Risks: Stakeholders: Computing Services Faculty and staff Physical Facilities C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 10

11 Project #5 Support, Development, Training, and Incentives for Teaching and Learning Date: May 10, 2006 Objectives: 1. Establish an appropriate campus entity charged with identifying the needs of faculty in the appropriate use of teaching and learning technologies, and develop a plan for meeting those needs. 2. Identify methods to acquire and award appropriate incentives for faculty and staff to use information technology in creative and effective ways. 1. MUH IT Strategic Plan Goal Teaching and Learning Support, Development, and Training: Provide comprehensive support, development programs, training activities, and software access in the appropriate use of teaching and learning technologies. 2. MUH IT Strategic Plan Goal Incentives and Support: Establish appropriate incentives and support so that faculty and staff are encouraged in the creative use and application of information technology for teaching, research, and service. 1. A list of teaching and learning technology needs. 2. A plan for meeting the teaching and learning technology needs. 3. An incentive program. Assumptions: 1. The campus entity will work with the Project #13 team (2.8 Planning and Funding for Technology) relative to internal and external funding resources. Boundaries: Dependencies and Impacts: Risks: Stakeholders: Computing Services, Faculty(s), and staff C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 11

12 Project #6 Information Technology Support of Research; Connection and Communication with IT Services. Date: May 3, 2006 Objective: 1. Determine computing resources required to meet faculty research agendas and staff research needs. 2. Develop a plan for providing, within available means, the computing resources required to meet research objectives. 3. Effectively communicate to the regional campuses the computing resources available for research through IT Services in Oxford. 1. The MUH IT Strategic Plan identified this item as important. 1. MUH IT Strategic Plan Goal Develop a Plan for Information Technology Support of Research: The campus, in coordination with IT Services, will establish a well-communicated and collaborative plan that provides support for faculty research at the regional campuses, in appropriate areas. 2. MUH IT Strategic Plan Goal Connection and Communication with IT Services: Develop a process for dialogue and cooperation regarding computing resources for research, between IT Services and the regional campuses. This plan should include: communication of the availability of computing resources for research at the Oxford Campus that are accessible to regional campus faculty; evaluation of the needs of regional campus faculty for computing resources for research; and a collaborative approach to meeting research computing needs for faculty by IT Services and the regional campuses. 1. Process for regularly assessing the needs of regional campus faculty and staff for computing resources to support their research. 2. A plan for providing, within available means, the computing resources required to meet research objectives. 3. Method for communicating to the faculty and staff the computing resources available for research through IT Services. Assumptions: N/A Boundaries: N/A C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 12

13 Dependencies and Impacts: Risks: N/A Stakeholders: Computing Services IT Services Faculty and staff C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 13

14 Project #7 Campus Network Infrastructure and Servers Date: June 5, 2006 Objective: 1. Research and identify resources and best practices to upgrade and enhance the network infrastructure. 2. Facilitate effective notification of scheduled maintenance and upgrades of network services. 3. Create a model for effective consolidation and management of file servers. 1. The MUH IT Strategic Plan identified this item as important. 2. This project is relevant to the entire campus environment. The committee believed that the title of 2.1 was too limiting because it had only Classroom in the title. 3. The activities in 2.1 refer to the technical background services (e.g. provided by campus network manager) and not those services that affect the user interface environment (e.g. a change in the version of Microsoft Office). 1. MUH IT Strategic Plan Goal Classroom Network Infrastructure Support and Enhancement: Preserve and enhance the network infrastructure through an ongoing commitment to upgrade, extend, and diversify its capabilities and support. Regularly refresh the network services, introducing newer versions of supported operating systems and key applications (e.g., file, print, and backup) as they become available and in accordance with the campus academic calendar. 2. MUH IT Strategic Plan Goal Management and Distribution of Servers: Develop a model for effective management of network file servers including a replacement cycle and the consolidation of distributed servers with more capable and reliable centrally managed server clusters. 1. Recommendations to upgrade the network infrastructure. 2. A process and procedure document to notify the Hamilton Campus of scheduled network services. 3. A plan for server maintenance and upgrades. Assumptions: C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 14

15 Boundaries: Dependencies and Impacts: Risks: Stakeholders: Computing Services C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 15

16 Project #8 Software Licensing and Management Date: October 2, 2006 Objective: 1. Investigate current software licensing and management procedures in place at Miami University (IT Services) and on the Hamilton campus. 2. Determine if there are alternative/additional procedures that should be established for the Hamilton campus. 3. Ensure software access and maintenance at all locations that Miami University Hamilton serves. 1. MUH IT Strategic Plan Goal Software Licensing and Management: Evaluate opportunities for providing universally available software licenses to support multiple platforms, developing processes to support volume purchasing of software, creating access to the software regardless of geographic location, and offering central maintenance and clearinghouse capabilities. 1. A document that describes the current software licensing and management procedures at Miami University as a whole and at the Hamilton campus in particular. 2. A software licensing, maintenance and management plan for the Hamilton campus. Assumptions: Boundaries: Dependencies and Impacts: 1. Coordination and collaboration with all campus, but especially the Middletown campus. Risks: Stakeholders: C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 16

17 IT Services Computing Services Faculty, Staff and students C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 17

18 Project #9 Security for institutional and personal data Date: 10/16/2006 Objective: 1. To identify data security processes and procedures defined by the IT Services Security Office. 2. To develop a data security policy for Hamilton campus servers. 1. The MUH IT Strategic Plan identified this item as important. MUH IT Strategic Plan Goal Security: Develop a model to ensure a strong foundation for information technology security coordinated with university continuous operations planning. Develop and implement policies and procedures to protect the security of campus information technology and institutional data, safeguard personal privacy, and respect intellectual property rights, while at the same time promoting academic freedom with access to information. 1. A list of existing data security documents and procedures available through the IT Services Security Office. 2. A security policy for data stored on Hamilton campus servers. Assumptions: Boundaries: Dependencies and Impacts: 1. IT Services Security Office may have procedures in place that already address some of these issues. Risks: Stakeholders: Computing Services Faculty, staff and students IT Services Security Office C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 18

19 Project # Wireless - Completed Date: May. 1, 06 Objective: 1. Define the scope of wireless access on campus. 2. Collaborate with IT Services to ensure the comprehensive and continuous wireless access in the defined areas on campus. 3. Collaborate with IT Services to develop a plan to upgrade and maintain the wireless infrastructure on campus. 1. The MUH IT Strategic Plan identified this item as important. 2. IT Services has already implemented wireless access on all campuses. 1. MUH IT Strategic Plan Goal Wireless: Aggressively pursue the creation of a community-wide wireless infrastructure by expanding and coordinating wireless access consistent with the campus mission and scope. 1. A document that identifies the scope of wireless access on campus. 2. A process for collaborating with IT Services for comprehensive and continuous wireless service. 3. A process for collaborating with IT Services for upgrading and maintaining the wireless infrastructure. Assumptions: Community-wide refers to campus community. Boundaries: 1. IT Services installs, upgrades, maintains and supports wireless on all campuses. Dependencies and Impacts: Risks: Stakeholders: Computing Services Faculty, staff, and Students IT Services Campus visitors C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 19

20 Project #11 Availability of Information Technology Date: 5/1/06 Objectives: 1. To define an acceptable level of availability for the IT infrastructure and application services supported by the Hamilton Campus Computing Services Department. 2. To define an acceptable level of availability in post-disaster periods for the IT infrastructure and application services supported by the Hamilton Campus Computing Services Department. 3. To identify and disseminate the stated acceptable level of availability of the IT infrastructure and application services supported by IT Services at the Oxford campus. 4. To create appropriate Service Level Agreement(s) (SLA) related to technology infrastructure and application services supported by the Hamilton Campus Computing Services Department that provide the appropriate level of technical support for the defined availability expectations. 5. To identify and disseminate the Service Level Agreement(s) (SLA) related to technology infrastructure and application services supported by IT Services at the Oxford campus. 1. The MUH IT Strategic Plan identified this item as important. 2. Availability in the above objectives refers to the average accessibility of the service over an extended period of time. 1. MUH IT Strategic Plan Goal Information Technology Availability: Develop service level agreements for the availability of the information technology infrastructure and application services and detail the availability for normal periods as well as post-disaster periods. Use service level agreements to determine required acceptance testing, stress testing, production outage windows, appropriate deployment of 24x7 infrastructure, and continuous operations activities. 1. A definition of the acceptable level of availability for the IT infrastructure and application services supported by the Hamilton Campus Computing Services Department. C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 20

21 2. A definition of the acceptable level of availability in post-disaster periods for the IT infrastructure and application services supported by the Hamilton Campus Computing Services Department. 3. A definition of the acceptable level of availability for the IT infrastructure and application services supported by IT Services at the Oxford campus. 4. Service Level Agreement(s) (SLA) related to technology infrastructure and application services supported by the Hamilton Campus Computing Services Department. 5. Information about Service Level Agreement(s) (SLA) related to technology infrastructure and application services supported by IT Services at the Oxford campus. Assumptions: Boundaries: Dependencies and Impacts: Risks: Stakeholders: Computing Services Faculty, staff and students IT Services C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 21

22 Project #12 Disaster Recovery Date: 10/17/06 Objective: 1. Develop a disaster recovery plan for the Hamilton campus that identifies and prioritizes the technology services to be addressed and procedures for restoring those services. 2. Develop testing procedures for disaster recovery. 1. The MUH IT Strategic Plan identified this item as important. 1. MUH IT Strategic Plan Goal Disaster Recovery: Develop, document, and test adequate disaster recovery scenarios and procedures to deal with major disasters affecting technology service availability. 1. A technology services disaster recovery plan that should include: A list of technology services covered in this plan, An approximate budget to recover technology services, An approximate time table to recover technology services including hardware, software, and data. 2. A plan to test data disaster recovery procedure which should include a periodic review. Assumptions: 1. Both the disaster recovery plan and a plan to test the disaster recovery procedures should be periodically reviewed. 2. The disaster recovery plan should address, but not be limited to, hardware such as computers, servers, fax machine, and telephones. 3. The disaster recovery plan should address, but not be limited to, software such as Microsoft suite of products and department specific software. Boundaries: Dependencies and Impacts: 1. The campus infrastructure is controlled by IT Services therefore the data recovery procedure must be coordinated with IT Services where appropriate. C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 22

23 Risks: Stakeholders: Computing Services Faculty, staff, students IT Services C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 23

24 Project #13 Technology funding and approval process Date: 10/17/06 Objective: 1. Develop a process to create a dynamic list of information technologyrelated hardware and software to be replaced, upgraded or acquired. 2. Develop criteria for prioritizing the list referenced in Objective Identify actual or potential sources of funding. 1. The MUH IT Strategic Plan identified this item as important. 1. MUH IT Strategic Plan Goal Planning and Funding for Technology: Develop and fund a model for the availability of consistent, up-to-date technology and an acquire, retire, and upgrade cycle for computers, software, and other information technology. Implement processes and measures to ensure consistent currency across the campus. 2. MUH IT Strategic Plan Goal Approval and Funding Process: Develop a plan for equipment and software acquisition that includes, but is not limited to research, purchasing, fiscal responsibility, support, and interface with computing services. 1. A policy for acquiring, upgrading, and/or replacing information technologyrelated hardware and software which includes: An information gathering procedure, An approval process, and Sources of funding. Assumptions: 1. This process will occur annually, at a minimum. 2. The decision making body will use these criteria to make recommendations. Boundaries: Dependencies and Impacts: Risks: Stakeholders: C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 24

25 Computing Services Faculty Staff Students C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 25

26 Project #14 Connectivity and access to technology resources Date: 10/20/06 Objective: 1. Publicize the list of options for faculty, staff, and students to access Miami University information-technology services from anywhere at any time. 1. The MUH IT Strategic Plan identified this item as important. 1. MUH IT Strategic Plan Goal 2.9 Connectivity Enhancement: Provide students, faculty, and staff with uniform and reliable access to computing, research servers, and network services and resources, on- and offcampus. 2. MUH IT Strategic Plan Goal 2.10 Access to Computers and Networks: Explore the needs and opportunities for location-independent access to services including technology support, the Internet, university networks, Internet2, and other emerging research networks. 3. MUH IT Strategic Plan Goal 2.12 Seamless Access to Information, Research, and Digital Resources: Develop a model for efficient integration of and seamless and consistent access to the university s information resources including libraries, media, computing, telecommunications, and services such as the Internet and Internet2. 1. Multiple methods of publicizing the options for accessing informationtechnology services from anywhere at any time. Assumptions: Boundaries: 1. Access to data and information technology resources may be limited or restricted for security reasons. Dependencies and Impacts: Risks: Stakeholders: Computing Services, Faculty, staff and students C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 26

27 Project #15 Student Computer Ownership Date: 6/5/2006 Objectives: 1. Provide information for the Oxford campus personal computer purchase program. 2. To benchmark Student Computer Ownership Models and Policies against like institutions. 3. To develop a Student Computer Ownership recommendation and accompanying plan for implementation, including policies and procedures. 1. As a regional campus, our student population is more likely to have gaps in their higher education sequence or attend part-time. 2. It may be a financial hardship to require all Miami Hamilton students to purchase a personal computer. 3. There may not be a campus-wide recommendation that students own a computer, however such a recommendation does not prohibit individual departments from requiring a student to own a computer. 1. MUH IT Strategic Plan Goal 2.11 Student Computer Ownership Policy: Investigate models in existence at other universities that range from required student computer ownership to university-provided computers for all students in the student body. Develop appropriate policies and plans for the campus. 1. Information on the Oxford campus computer purchase program. 2. Benchmark report on computer ownership policies at similar institutions. 3. A recommendation for Student Computer Ownership at Miami Hamilton. Assumptions: Boundaries: Dependencies and Impacts: 1. Since many of our students take classes on both regional campuses, the policy should be coordinated with Middletown, so there is one regional campus policy. Risks: C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 27

28 Stakeholders: Computing Services Students and Faculty C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 28

29 Project #16 Technological Innovation, Implementation, and Evaluation Date: 10/23/06 Objective: 1. Develop a model for creating and/or adopting innovative technologies which includes the following: A process or forum for discussing new technologies. A test environment and an evaluation procedure. A process for publicizing and deploying new technologies. 1. MUH IT Strategic Plan Goal 2.13 Support Model for Innovation: Develop and promote a support model for innovation and early adopters that supports this philosophy. 2. MUH IT Strategic Plan Goal 2.14 Process for Generation of Innovative Ideas: Define a process for ongoing collaboration and formal interactions with peers, vendors, university colleagues, and higher education contacts to track technologies and trends and to generate innovative ideas. 3. MUH IT Strategic Plan Goal 2.15 Evaluation and Testing Processes: Develop processes to continually and critically evaluate these ideas in test-bed environments, based on the perceived value to the campus s core competencies, and the expectation of interest from potential collaborators. 4. MUH IT Strategic Plan Goal 2.17 Deployment Strategies: Develop and implement deployment strategies for mainstreaming applicable innovative technologies. 1. A plan for the campus community to discuss, to test and evaluate, and to implement new technologies. Assumptions: 1. It is understood that innovation sometime arises from individual effort and sometimes involves collaboration within the University community or external partnerships. 2. Discuss is understood in the broadest possible terms. Boundaries: C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 29

30 Dependencies and Impacts: Risks: Stakeholders: 1. This group(s) is dependent on the new technology that is to be explored. Computing Services Faculty, staff, students IT Services C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 30

31 Project #17 Customer Service Model Date: 6/28/06 Objective: 1. Identify all Miami Hamilton information technology clients (including those with special needs) and prepare to meet their various needs. 2. Determine the types and levels of customer support provided by the Computing Services. 1. MUH Strategic Plan Goal #3 3.1 Customer Service Support Model: Identify Miami University information technology clients, clients with special needs, client characteristics, and client expectations and needs. Explore options for and implement a customer service support model to meet the client needs and that provides reliable, ubiquitous access to and support for the use of information technologies. The model will provide suitable and appropriate technology support across the university and should explore the following service components: Distribution of support staff to provide an optimal support structure and ensure continued levels of appropriate support. Support for multiple hardware and software platforms and applications. User training. Help desk service level optimization. University-wide problem reporting and tracking processes. Service level agreements. Client satisfaction metrics. Continuous improvement processes. 1. A list of information technology client groups, (including those clients with special needs), their characteristics, expectations and requirements. 2. A plan to support the clients that will address: appropriate levels of staff support; support for multiple hardware platforms and software applications; user training; problem reporting and tracking processes; service level agreements; a process for assessing client satisfaction; and a plan for continuous improvement. C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 31

32 Assumptions: Boundaries: Dependencies and Impacts: 1. IT Service Level Agreement(s) 2. Computing Services available resources including staff and finances Risks: Stakeholders: Computing Services Faculty Staff Students C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 32

33 Project #18 Effective Communication Date: June 1, 2006 Objective: 1. Develop an internal Miami University- Hamilton process to formally coordinate the investigation, development, and management of technology-related initiatives and projects. 2. Develop a clear and formal plan to coordinate and cooperate with the Middletown campus on technology initiatives and projects. 3. Develop a communication plan that regularly informs the Hamilton Campus about currently available services and new services that are to be implemented. Develop an additional process for informing the campus of interruptions in services (such as changes in service, outages, updates, etc.) that will include significant advance notice when possible, a clear explanation of the impact of the interruption in service, and a description of any new services that will be provided. 4. Coordinate with the Middletown Campus to develop and maintain a plan that ensures a common login procedure, and defines a coordinated rollout and implementation schedule for hardware and software changes. 1. Many students, faculty and staff travel between the regional campuses to work or attend classes. Our goal should be to ensure a uniform level of access to technology (hardware and software) and services on each campus. Overall theme for the goals below is the MUH IT Strategic Plan item 3.2: Communication Channels: Increase coordination and communication among the many providers, supporters, and users of information technology at Miami University. 1. MUH IT Strategic Plan Goal Coordination and Management of Projects: Improve internal coordination and management of projects, including more formal coordination across division groups, between Hamilton and Middletown regional campuses, and increased communication and engagement with the university community. 2. MUH IT Strategic Plan Goal Availability of Information Technology Services and Support: Improve communication with clients about available information technology services and support. 3. MUH IT Strategic Plan Goal Regional Campuses: Develop and maintain a common login, roll-out schedule for hardware and software, and implementation schedule between the regional campuses. C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 33

34 1. A plan for the investigation, development, and management of information technology-related initiatives and projects on the Hamilton Campus. 2. A Miami University Hamilton and Middletown technology projects collaboration plan. 3. A plan to communicate to the campus the availability of technology services and upgrades for hardware and software. 4. A coordinated plan for Miami University Hamilton and Middletown technology services to provide consistency of logins, hardware and software. Assumptions: 1. The budgets and priorities for computing services on the Hamilton and Middletown campuses are comparable. 2. IT Services Project Management templates can be used as a project management process tool for Miami University Hamilton technology initiatives. Boundaries: Dependencies and Impacts: Risks: 1. If equipment and services are not uniform, faculty and students who have classes on both regional campuses will be disadvantaged. 2. If the regional campuses have dissimilar budgets and priorities for computing hardware, software and services, then implementing the plans will be compromised. Stakeholders: Computing Services (MUH & MUM) Faculty Staff Students C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 34

35 Project #19 Communication Model for Campus Information technology Date: 10/24/06 Objective: 1. Develop a policy document that describes central management procedures for: Acquiring, deploying, maintaining, and evaluating hardware and software. Soliciting and responding to feedback. Maintaining an up-to-date documentation library. 1. MUH IT Strategic Plan Goal Formal Communication Processes: Define and manage the user environment and experience through formal processes that guide service rollout, technology evaluation, release management (deploy and decommission), system management documentation, user requirements, and feedback. 1. A master plan that describes the policies and procedures guiding Computing Services. Assumptions: 1. The project is to provide an evolving master plan for the Computing Services department. Boundaries: Dependencies and Impacts: Risks: Stakeholders: Computing Services Faculty, staff, and students C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 35

36 Project #20 Information Technology Support and Training Date: 10/24/06 Objective: 1. Provide staff a means to assess their current technology related skills, and access to system support and training. 1. MUH IT Strategic Plan Goal 3.3 Support and Training: Provide information systems support and training to assist the community in performance of business-related or administrative processes. 1. A plan for staff to assess and upgrade their skills to enhance their performance. Assumptions: 1. This project refers to the campus community. Boundaries: Dependencies and Impacts: Risks: Stakeholders: Computing Services Staff C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 36

37 Project #21 Printing and Imaging Services Date: June 5, 2006 Objective: 1. Identify the current and long-term printing and imaging needs of students, faculty and staff. 2. Develop a current and long-term plan to address the printing and imagining needs including budget, personnel and other resources as required. 1. It is anticipated that the need for on-site printing and imaging services by faculty, staff and students will significantly increase. 2. On-site printing and imaging costs have increased significantly over the past five years and it is anticipated that costs will continue to increase. 1. MUH IT Strategic Plan Goal 3.4 Printing and Imaging Services: Develop a model for printing and imaging services to support the needs of the students, faculty, and staff. 1. A document that identifies current and long-term printing and imaging needs. 2. A plan that addresses meeting the identified needs for printing and imaging services. Assumptions: 1. This project addresses printing and imaging on the Hamilton campus only. Boundaries: Dependencies and Impacts: 1. Issues relating to policy, procedures and cost to access these services should be addressed in Strategic Plan goal #4, Communication. Risks: Stakeholders: Computing Services C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 37

38 Departments with special needs, including but not limited to: Continuing Education, Records and Registration Office, Marketing, Library, Admissions Students, Faculty and Staff C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 38

39 Project #22 Connection and Communication with IT Services Date: June 24, 2006 Objective: 1. Develop a procedure for communicating to the regional campus faculty the computing resources available for research from IT Services. 2. Evaluate on a regular basis the needs of regional campus faculty for computing resources specifically for research. 3. Develop a plan for providing, within available means, the computing resources required to meet research needs of regional campus faculty, including resources available at the Oxford Campus. 1. The MUH IT Strategic Plan identified this item as important. 2. Faculty conducting research while working only on the regional campuses may need different levels of assistance from IT Services. 1. MUH IT Strategic Plan Goal 1.3 Connection and Communication with IT Services: Develop a process for dialogue and cooperation regarding computing resources for research, between IT Services and the regional campuses. This plan should include: communication of the availability of computing resources for research at the Oxford Campus that are accessible to regional campus faculty; evaluation of the needs of regional campus faculty for computing resources for research; and a collaborative approach to meeting research computing needs for faculty by IT Services and the regional campuses. 1. Develop a plan for communicating to the regional campus faculty the computing resources available for research through IT Services. 2. An evaluation tool for assessing the needs of regional campus faculty for computing resources to support their research. 3. A plan for providing, within available means, the computing resources required to meet research objectives of the regional campus faculty. Assumptions: 1. Those working on this project will coordinate their discussions with colleagues on the Middletown Campus and Oxford campuses. The process and/or plan for the Hamilton Campus may be made in cooperation with the other campuses. C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 39

40 Boundaries: Dependencies and Impacts: Since many faculty teach on both regional campuses, any policy and/or processes developed should be the same for both regional campuses. Risks: Stakeholders: Computing Services IT Services Faculty C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 40

41 Project #23 Management of the Hamilton Campus Web Site Date: September 1, 2006 Objective: 1. Develop a management plan ensuring that the Hamilton campus web site is an up-to-date, accessible, and informative resource for the campus and community. 1. The MUH IT Strategic Plan identified this item as important. 2. There is currently no systematic management strategy for the Hamilton campus web site to ensure that it is an up-to-date and informative resource for the campus and community. 1. MUH IT Strategic Plan Goal 3.5 Manage the Hamilton campus web site: Develop a plan to manage the web site so that it is a current, accessible, dynamic, and engaging resource for the campus, prospective students, and the community. 1. Plan for managing the Hamilton campus web site so that it continually provides timely and useful information to the campus and community. It should include procedures to allow and encourage faculty and staff to provide input to update their specific departmental or administrative web pages. 2. The plan should include a list of additional resources (for example software or training) if necessary. Assumptions: 1. The plan should consider using existing departmental staff, when practical, to do departmental web page updates. 2. The plan should only consider departmental or administrative web pages. Boundaries: Dependencies and Impacts: Risks: C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 41

42 Stakeholders: Faculty and Staff Students Prospective Students Community C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 42

43 Project #24 Information Technology Advisory Committee - Completed Date: September 29, 2006 Objective: 1. Replace the existing Computer and Information Policy Committee with an information technology advisory committee. 2. Create a process to ensure campus-wide interaction with the committee. 1. The MUH IT Strategic Plan identified this item as important. 2. The Computer and Information Policy committee has expressed a concern about its current relevance. 1. MUH IT Strategic Plan Goal 4.1 Formally implement new information technology advisory committees to ensure campus-wide input and involvement. 1. The plan (formulated in consultation with the Committee on Committees) should provide the following: A charge for the committee; A Committee name; A membership distribution; and A process for gathering information from the campus community. Assumptions: Boundaries: Dependencies and Impacts: Risks: Stakeholders: Faculty, Staff, and Students Community C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 43

44 Project #25 Campus Technology Plan: Input Process, Quantitative Measurements, and Integration Process Date: September 29, 2006 Objective: 1. Develop an ongoing strategic plan that provides for the continuous assessment and updating of information technology services on the Hamilton campus. The plan shall include the following: A process for Hamilton campus-wide input, Qualitative and quantitative measurements of information technology services, and A means to integrate information technology services with other campus and university-wide objectives. 1. MUH IT Strategic Plan Goal Strategic Planning: Develop, gain approval for, and fully implement a campus-wide information technology strategic plan with means for continuous improvement. Establish and implement an ongoing information technology planning process that continually assesses and evaluates information technology at Miami. 2. Quantitative Measurements: Develop quantitative measures that will assess the accomplishment of the strategic goals. 3. Unit Information Technology Plans: Encourage the college, schools, libraries, academic, and administrative units to annually consider their information technology needs within the context of the overall campus information technology plan to: 1) facilitate the individual mission of each unit, and 2) recognize points of integration and coordination with the campus information technology plan. 4. Integration with University Planning: Ensure that information technology is integral to all major strategic planning efforts across the campus. 1. Strategic plan for the campus that includes the following: A process for ascertaining and assessing campus information technology needs; A process for a continual quantitative and qualitative evaluation of information technology services. Assumptions: C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 44

45 1. The committee established in Project #24 shall be the agent for ongoing strategic IT planning on the Hamilton campus. 2. Information is obtained from all appropriate academic and administrative departments on the Hamilton campus. 3. Where appropriate, recommendations should factor in and integrate with the University technology plan: (http://www.units.muohio.edu/mcs/itstrategicplan/strategicplan/index.shtml ) Boundaries: Dependencies and Impacts: 1. Some recommendations may be contingent on the University s technology strategic plan. Risks: Stakeholders: Faculty and Staff IT Services C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 45

46 Project #26 MUH campus information technology communication and feedback Date: 10/10/06 Objective: 1. Provide, by way of the Computing Services webpages, current information on information technology resources and services available on the Hamilton campus. 2. Provide periodic updates by to the campus community. 3. To provide a mechanism for faculty, staff and students to offer input and/or feedback. 1. The MUH IT Strategic Plan identified this item as important. 1. MUH IT Strategic Plan Goal Communications: Develop and implement ongoing coordinated information technology communications and feedback mechanisms for students, faculty, and staff. 1. An up-to-date Computing Services Department webpage with current information on information technology resources and services available on the Hamilton campus. 2. A feedback/input contact us button on the Computing Services webpage. 3. A periodic Computing Services newsletter. Assumptions: 1. The source for information about information technology services on the Hamilton campus is the Computing Services Department webpage. Boundaries: Dependencies and Impacts: Risks: 1. If additional staffing resources are required but not provided, then some tasks maybe deferred. Stakeholders: Computing Services, Faculty, staff and students C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 46

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