Ellucian Cloud Services Roadmap

Transcription

1 Ellucian Cloud Services Roadmap Last Updated April 15, 2013

2 Roadmap Framing and Confidentiality Ellucian s roadmaps provide a general overview of our anticipated future offerings. The information contained in Ellucian s roadmaps is proprietary information of Ellucian and is not to be used for any reason other than to provide our customers, prospective customers, partners and strategic partners with a general overview of our anticipated future offerings. Our roadmaps are not a commitment, promise or other obligation on the part of Ellucian to deliver any particular code or functionality, and the roadmap data should not be relied on in making a purchasing decision. Ellucian reserves the right to change its roadmap information, in whole or in part, without prior notice and at the Company s sole discretion Ellucian. All Rights Reserved

3 Ellucian Cloud Services Portfolio Today Application Hosting Services (AHS) Benefits Application Management Services (AMS) Cloud Services Portfolio Flexible Support Services (Help Desk IT and Student Services) Improve IT execution Reduce risk Meet growing expectations of stakeholders Improve and accelerate ROI with predictability in costs 3

4 Application Management Services What is it: Ellucian remotely takes on some or all of the administration tasks associated with its applications, so institutions can focus IT resources on other strategic priorities Institution s Business Challenge Competing priorities with limited resources Changing technology skills & difficulty staffing locally Risk of losing critical knowledge assets Lack of economies of scale & shrinking budgets 24x7 Tech Support Systems Monitoring Application Management Database Management OS Management Ellucian Value Alleviate staffing concerns with continuous expert staffing Leverage cumulative learning curve to avoid issues/resolve issues faster Improve speed-to-value of software

5 Application Hosting Services What is it: Fully managed hosting infrastructure and support services for Ellucian applications as well as other campus applications Institution s Business Challenge Applications are mission critical and operationally complex Limited resources and infrastructure Difficulty staffing locally for array of technology skills Peaks and valleys of academic calendar challenge IT systems Ellucian Value Infrastructure, tools and process designed to maximize system reliability, performance, scalability and security Address skill gap with full staff of technical experts and management Reduce operational risk and provide peace of mind Offer better ROI and predictable costs 24x7 Support Application Management Database Management OS Management Systems Monitoring Disaster Recovery Network & Security Admin Server & Network H/W Hosting Infrastructure

6 Flexible Support Services (Help Desk) What is it: 24x7x365 Help Desk that support prospects, students, faculty and staff on IT issues and Student Services issues Institution s Business Challenge Constituents demand anytime, anywhere Helpdesk Inability to scale to meet increasing enrollments/ spikes in demand Inability to staff with required expertise Desire to focus institution resources on more strategic work Ellucian Value Improve service quality by centralizing services, expanding hours and reducing response time Professional, highly skilled and consistent support Enhance functional staff productivity Full accountability for results with visibility into metrics and opportunities Improve student persistence & allow generating more revenue SLA Driven Knowledge Mgt. Self Help Portal Ticketing Mgt. Software Agnostic Flexible Coverage Multichannel Support High Availability, Redundancy & Security

7 Ellucian Cloud Services Roadmap

8 Ellucian Roadmap Legend 80% 65% 50% Exploring Jan-Jun Jul-Sep Oct-Dec Jan-Mar Apr-Jun Jul-Sep Oct-Dec Features Example Feature Investment Category: Helps to group targets for any release into primary investment categories: Example Feature Example Feature Example Feature Confidence Level Legend: See definitions and disclaimers on next slide Preview/Theme APIs Quality Technology Technology - This release is focused on architectural enhancements Release Theme: Summary level description of release scope or theme, Quality - This release is focused on quality Target deliverable: features, capabilities, architectural enhancements, etc. Color indicates confidence level Features - This release is focused on features and functions APIs - This release is focused on APIs Information presented here is subject to change at any time at the sole discretion of Ellucian and should not be relied upon in making any purchase decision

9 Confidence Level Definitions We use the term confidence level to describe the likelihood that the items on the roadmap will be delivered at the dates shown on the timeline. There are many factors that impact our ability to predict delivery including but not limited to: Customer priorities Our releases are driven by customer feedback and prioritization. Sometimes the priorities change due to any number of external factors. At any time, we may change the priorities in any given future release to better reflect our customers interests. Quality Targets Each of our product releases undergoes a stringent quality assurance process prior to release. Should a particular capability not meet our quality targets, we may choose to defer that specific capability to a future release or not complete the development of that capability at all. Design Constraints In response to customer feedback, we attempt to provide visibility beyond the next product release. In doing so, we share capabilities that reflect customer requests but have not gone through the technical design phase. In some cases, the technical design phase will reveal a larger level of effort and dependencies that make the original timeframe infeasible. Further, the design phase could reveal that the capability is not technically feasible at all or not cost effective resulting in abandonment of effort. Budget Cycles For roadmaps that might include visibility beyond the current Ellucian fiscal year budget, all items are subject to financial progress against goals and the availability of funds for that particular project in future budget cycles. Engineering Forecasting Accuracy All roadmap items are subject to some level of forecasting accuracy imprecision resulting in certain functionality pushing out to later releases on a roadmap timeline. The further out the release date, the higher the likelihood that one or more of these factors will impact the accuracy of our roadmaps. That is why we clearly indicate less than 100% confidence for our next release even though it may scheduled to be released in the short-term, and why we use decreasing confidence levels for items that are further out on the roadmap.

10 Cloud Services Roadmap Delivered 80% 65% 50% Exploring New Features/ Svc. Expansion Jan-Mar Apr-Jun Jul-Sep Oct-Dec Jan-Mar Apr-Jun Jul-Sep Oct-Dec US Datacenter Expansion PowerCampus Hosting Relaunch Helpdesk Enhancements Call Recording for Helpdesk Warm Call Transfer for Helpdesk Outbound Dialling Service New Service Introductions Backup-as-a- Service PowerCampus Cloud Edition DR-as-a Service Customer Datacenter in the Cloud Geographic Expansion Spanish Language AMS Canada Cloud Node Europe Cloud Node LAC Cloud Node Multi-lingual Service Delivery Support Middle-east/ APAC Cloud Node Spanish Language Helpdesk Ops/ Efficiency Improvements VMware Upgrades Offer Expansion to Colleague Base IVR Enhancements for HD Oracle Prop Hosting Ellucian Solution Manager Compliance SSAE 16 Audit, EU Safe Harbor Certification Information presented here is subject to change at any time at the sole discretion of Ellucian and should not be relied upon in making any purchase decision

11 Feature Details

12 US Cloud Expansion Improve response times & reliability Improve service orchestration Dynamic workload management Improve SLAs Flexible capacity Reciprocal DR configuration New Features/ Svc. Expansion Ellucian is working on opening additional Cloud nodes in the US, One node will be closer to the US west coast to set up east-west configuration and improve response times on hosted applications for institutions on the western half of the US. Orchestration and automation to offer single pane of glass view across all cloud nodes and applications as well

13 PowerCampus Hosting Relaunch PowerCampus clients can now derive the same value from Ellucian Application Hosting Services, as Banner or Colleague clients do today New Features/ Svc. Expansion Will address Authentication & Integration issues that affected generic ability to host PowerCampus Will use FIM based Authentication to synchronize accounts with Campus Will use Web Services framework for integration with 3 rd party applications

14 Helpdesk Enhancements: Social Media Support Provides additional channel for addressing student issues by Keeping a pulse on what constituents are saying in social media circles and addressing issues before bad news goes viral New Features/ Svc. Expansion Social Media Support: In the age of social media is the primary mode of communication, this will allow Helpdesk agents to monitor the client s Social Media help sites and provide assistance to constituents Mass Notification Integrated with HD

15 Helpdesk Enhancements: Mass Notification Integrated with Helpdesk Reliable and cost-effective mass notification solution that allow institutions to respond to both emergency and day-to-day communications. Integration with Helpdesk provides a natural place that brings together inbound and outbound communication New Features/ Svc. Expansion Best-in-class, highly available mass notification solution that offers multimodal broadcast messaging through , SMS, voice, RSS, and social networks. Provides recipients the flexibility to choose how they receive messages Robust User Interface as well as APIs for easy integration into other systems

16 Call Recording & Screen Capture for Helpdesk Improves audit and compliance as well as reporting, training and quality control on Helpdesk Calls New Features/ Svc. Expansion Call recording provides the ability to record the audio dialog on Helpdesk interactions and attach it to tickets Screen capture allows recording and logging on screen activity and attaching it to tickets

17 Warm Call Transfer for Helpdesk Improves end user experience when transferring calls from an Ellucian Helpdesk agent to someone on campus. New Features/ Svc. Expansion When a call needs hand-off from an Ellucian Helpdesk agent to a client-side representative, the Ellucian agent will first attempt to reach the client side rep, provide background for the call before transferring the call. Ensures that either someone on the client side is available to answer the request or the Helpdesk agent has a chance to propose alternate actions.

18 Outbound Dialing Services Better outcomes through more successful calling campaigns Recruitment campaigns into prospective students Student retention campaigns to help clients retain at risk students Gift giving campaigns to drive fundraising New Features/ Svc. Expansion Ellucian s seasoned Helpdesk professionals will work with the institution to design and execute campaigns to proactively reach out to the communityto prospective students, current students and alumni Ellucian s ability to manage both inbound and outbound communication will maximize success of campaigns Ellucian s economies of scale and scope drive down costs

19 Customer Datacenter in the Cloud Allows institutions to move the entire set of applications to the Ellucian Cloud and take advantage of better infrastructure, as well as reduce total cost of ownership New Service Introductions For institutions that utilize Ellucian s cloud for hosting their Ellucian applications, this enables moving any non-ellucian application as well into the Ellucian cloud Institution can take advantage of state of the art infrastructure across the board and robust orchestration while retaining full operational control of their environments

20 Backup-as-a-Service Provides a fully managed off-site backup solution that standardizes operating procedures, improves security, improves recovery time objectives and leverages a shared infrastructure for better cost structure New Service Introductions Clients will have the ability to back up to a Data Domain device locally and then offsite to the Ellucian s secure datacenter The data will be backup up to a disk solution to allow for faster restores. The data retention will be 30 days locally and then stored off site for longer retention times

21 Disaster Recovery in the Cloud Allows clients that have hosted on premise or in their own datacenter to have a reliable and cost-effective Disaster Recovery option in Ellucian s cloud should a site-level disaster occur Provides systems and application expertise remotely, to contain the damage and put the institution back on track within stated SLAs, when on-site resources may be affected by the same disaster New Service Introductions Ellucian will leverage its cloud infrastructure to act as a secondary DR site for institutions hosting on their own Ellucian will set up off-siting, test failover and failback procedures SLA-driven Recovery Time Objective and Recovery Point Objective

22 PowerCampus in the Cloud SaaS like delivery/engagement as well as commercial model for PowerCampus leads to shorter time to onboard clients and go-live along with more attractive price points Application will be pre-configured with best practice business processes New Service Introductions Preset product mix with specific options in 1.0, 2.0 etc.. Locked-down configuration and streamlined onboarding & implementation methodology SaaS-like software upgrade and hosting services delivery methodology

23 Multilingual Service Delivery Support Allows clients around the world to experience and interact with Ellucian s Cloud Services in languages beyond English and Spanish currently support. This includes expanding support to French, German, Portuguese and other languages. Geographic Expansion Provide service delivery resources such as application, database and systems administrators, as well as engagement managers that speak the local languages in support of service delivery Language support reporting and SLA management Ensure time-zones support for global customers

24 Canada Cloud Node Canadian institutions cannot allow hosting of their data in United States due to privacy implications brought about by the Patriot Act Expanding Ellucian s cloud footprint to a Canadian node will allow Canadian institutions to take advantage of Ellucian s expertise and experience while being compliant with all data privacy requirements Geographic Expansion Ellucian will establish cloud node(s) physically located in Canada for hosting Canadian customers. All data will reside in-country without the fear of any PIIs stored or processed across the border to the US. The Canadian Cloud node will serve hosting needs around Ellucian s ERP platforms as well as delivering Ellucian SaaS applications such as Recruiter

25 Europe Cloud Node Canadian institutions cannot host their data in United States due to European data privacy directives, as well as latency introduced due to the physical distance the data has to travel Expanding Ellucian s cloud footprint to a European cloud node will allow European institutions to take advantage of Ellucian s expertise and experience while addressing latency issues as well as being compliant with all data privacy requirements Geographic Expansion Ellucian will extend its cloud footprint to Europe by establishing a cloud node physically located in Europe. This cloud node will be setup and managed the same way as any other North American nodes. The European cloud node will serve hosting needs around Ellucian s ERP platforms as well as delivering Ellucian SaaS applications such as Recruiter

26 LAC Cloud Node Allows customers in Latin America a seamless way to leverage Ellucian s infrastructure and expertise for hosting and application management, while addressing potential latency and data privacy issues. Geographic Expansion Ellucian will extend its cloud footprint to Latin America and the Caribbean by establishing a cloud node physically located in Latin America. This cloud node will be managed the same way as any other North American nodes.

27 APAC Cloud Node Allows customers in the Asia Pacific regions a seamless way to leverage Ellucian s infrastructure and expertise for hosting and application management, while addressing potential latency and data privacy issues. Geographic Expansion Ellucian will extend its cloud footprint to Asia-Pacific by establishing a cloud node physically located in the region. This cloud node will be managed the same way as any other North American nodes.

28 Spanish Language Helpdesk Improves support for a growing population of students of hispanic origin in the US as well as service customers in Central/ Latin America Geographic Expansion Offer IT and Student Services Helpdesk to Students, staff and faculty in Spanish language. Staffing the Helpdesk with bilingual agents would increase the effectiveness of servicing constituents

29 Oracle Prop Hosting Customers do not have to worry about managing Oracle licensing when hosted in the Ellucian cloud. Ellucian will manage all license requirements and compliance Realize better TCO thanks to the optimized model for cloud hosting Improved database experience from standard and optional features in the Ellucian Cloud Ops/ Efficiency Improvements Ellucian will license Oracle on behalf of its hosted customers to be used in the Ellucian Cloud. Licensing will be based on consumption and included in the monthly hosting price. Standard options will include performance management tools

30 Ellucian Solution Manager Improved efficiency in deploying and managing Banner environments, translating into lower cost of ownership, faster deployment and greater system stability All Banner instances deployed in the Ellucian cloud will be managed through the Ellucian Solution Manager Ops/ Efficiency Improvements The environment management component drastically reduces the installation of new Banner environments by utilizing scripting & automation for Ellucian and partner software The release management component reduces the time it takes to perform updates on Banner environments by providing features such as software release viewer, automated dependency checking, GUI based selection, download and launch of desired updates

31 Safe Harbor Certification Certification that Ellucian s data handling practices on hosting/application management are in compliance with European Commission s directive on data protection Compliance Ellucian will comply with the seven Safe Harbor Privacy Principles: Notice, Choice, Onward Transfer, Access, Security, Data Integrity and Enforcement Certification provides umbrella coverage as adequate privacy protection across all 27 EU member states in compliance with European Commission s Directive on Data Protection

32 Delivered

33 Spanish Language AMS Allows clients in Central and Latin America to leverage Ellucian s application management expertise and experience while interacting with the service delivery team in spanish Geographic Expansion Provide resources such as Application, Database and Systems Administrators, as well as Engagement Managers that speak Spanish in support of AMS delivery

34 Offer Expansion to Colleague Base All Cloud services made available to Colleague base Standardize the delivery for all heritage Datatel cloud services customers with the same consistent, proven methodologies and infrastructure Ops/ Efficiency Improvements Normalizes delivery model for AMS and AHS offerings across the portfolio Standardize on Ellucian s cloud delivery infrastructure with the Maitland, FL datacenter as the hosting site for Colleague & related applications as well as SaaS deployment for applications such as Recruiter

35 VMWare Upgrades Improvements in vsphere 5 in networking, security, and automation will allow for better management of the VMs and give customers better performance & security on their applications Ops/ Efficiency Improvements Ellucian will upgrade its cloud hosting platform from vsphere 4.1 to 5 vsphere 5 is converging on the ESXi hypervisor architecture, the gold standard in hypervisors, which enables users to leverage a thinner architecture, a more secure footprint, and a streamlined setup and patching model.

36 IVR Enhancements for Helpdesk Better self-service options for customer for more routine requests Lowers overall costs Ops/ Efficiency Improvements Expansion of IVR options allow routine calls such as password reset requests to be delivered to agents that are dedicated to the more routine call types. Leads to reduced delivery costs.

37 SSAE 16 Audit SSAE 16 audit compliance demonstrates process maturity as a services organization Ellucian s SSAE 16 audit compliance reduces the burden of audit/compliance that institutions need to go through on their end for their IT systems Compliance SSAE 16 is the standard that replaces SAS70 as the mechanism to assess the internal controls and reporting for a services organization and is geared towards more globally accepted accounting principles

38 Summary The Ellucian Cloud Services Roadmap intends to continue delivering value to existing customers and extend into newer problem domains to drive investment efficiency, reduce risk and improve constituent services for client institutions Reach Cloud Services Product Management: 38