ITS Updates Academic Senate

1. ITS UpdatesAcademic Senate December 2013 Sue Traxler Assistant Vice Chancellor for IT/CIO

2. Information Technology Focus 2013-14 IT Strategic Plan IT Prioritization Committees (Governance) Technology Support Service (Support Model Change) Project Management Business Intelligence/Reporting Staff Development and Customer Service Focus Communications (IT Newsletter, email, etc)

3. Goals for Technology Support Services Changes To meet customer needs in a dynamic environment, ITS Technology Support Services (TSS) must: • Improve efficiency and promote standardization • Centralize redundant tasks to better utilize staff time and minimize impact on campus community’s productivity • Focus on IT planning and cost saving measures • Increase services/resources for the campus community • Provide more needed services and increase staff resource pool for campus • Build relationships/improving transparency to campus community • Change culture to encourage more partnerships with campus

4. Technology Support Services Changes Include To become successful, ITS will: • Consolidate staff • Align all help desk and support staff in one organization • Develop common core competencies for the staff • Assign liaison and specialist roles to succeed in areas with special needs • Centralize operations • Locate the staff in a single location supported by satellite offices • Develop and utilize a single tracking tool for operations and reporting • Combine policies and procedures • Implement common procedures with published exceptions • Manage and measure operational effectiveness with one set of KPIs that can also address specific needs

5. Support Services Staffing • Non-OIT support staff (Phase I ) to become OIT staff. • Effective January 2, 2014 • Josh Savoy – ResNet • Joe Traynor – Library Support • Jim Wiese – College of EMS Support • Tom Starling will remain in EMS as instrumentation specialist for College. • OIT Support Services Professional Staff Grows To: • Ken Wiegman • Patti Mitch • Matt Thompson • Nathan Manwiller • Josh Savoy • Joe Traynor • Jim Wiese • Tom Starling • Jerry Copus • Greg Riley • Sean Wolfe

6. Helpdesk/Service Locations • Based in Library • Posted satellite office hours • Use as needed • Based on • Distance (>5 minute walk) • Expected workload • Specialist support • Customer needs • Tentative locations • Ottensman – EMS • Engineering – EMS/ Residence Halls • Royce – Residence Halls

7. Location of Helpdesk– 1st floor Karrmann Library North The Look and Feel South

8. Next Steps – Moving Forward • Critical Success Factors • Alignment of staff into new structure • Position description review • Report changes for non-ITS support staff – January 2, 2014 • Space allocation, refurbishment and staff relocation • Implementation of the new IT Priorities organization and PMCOE • Development of post go-live milestones and measurements • Target Dates • Partial implementation start of Spring term (January 21, 2014) • Full implementation including physical relocation – 1st floor Karrmann move – Spring break, March 2014 • Ongoing – Evaluate and Evolve

9. Support • Process for break/fix questions will be to call the Helpdesk • Fastest support • Call logged • Directed to the right person • Library Helpdesk hours are 7:30 am to 7:30 pm M-Th and 7:30-5ish Fridays; • ResNet Helpdesk hours are 8-5 & 6-9 pm M-Th and 8-4 Fridays • 1 FT staff member on the Helpdesk, along with students • More cross training across IT staff • First call for support for a classroom will be to the helpdesk

10. IT Prioritization Committees and Support IT Priorities Executive Committee Administrative Systems Infrastructure Educational Technologies • Supports prioritization process • Leads/supports project planning and implementation Project Management Center of Excellence (PMCOE) Technology Support Services/ Help Desk • Supports hardware/software usage • Provides service to the University • Partners with Faculty, Lab Managers, Administrative Staff, ITS/MTS • Sets direction and priorities • Scope: • Work requiring more than 24 hours • Cost greater than $5,000 • An existing project cost adjustment > 25% • Work/impact broader than one campus department or equivalent unit • Requires coordination across IT • Involves standing up a new technology or expanding functionality of an existing solution

11. IT Prioritization Goals • Align IT investment with the strategic mission, academic plans, financial resources, and initiatives of UW-Platteville. • Establish IT policies that support strategic, university-wide IT priorities. • Oversee the overall funding model for IT expenditures on campus. • Define technical standards and ensure institution-wide IT infrastructure services align with constituent needs. • Establish best practices and tools for IT across campus.

12. IT Prioritization Committee Structure • Executive IT Committee • Overall responsibility for ensuring IT alignment with the central mission. • Review, prioritize, integrate and approve/reject recommendations from other 3 committees. • This committee will recommend technology changes to the Chancellor for final approval. • Administrative Systems Committee (advisory) • Educational Technology Committee (advisory) • Infrastructure Committee (advisory)

13. Benefits of IT Prioritization Committees • Provide clearer framework to an improved technology prioritization and planning process. • Replace • TOPC (Technology Planning and Priorities Committee) committee • PASS Steering committee • BI (Business Intelligence) steering committee • Partner closely with our newly formed PMCOE (Project Management Center of Excellence) office. • Will make project decisions 3 times per year.

14. Executive IT Committee Assistant Vice Chancellor for IT/CIO, Sue Traxler (Chair) Vice Chancellor for Administrative Services (Robert G. Cramer) or permanent designee Provost & Vice Chancellor for Academic Affairs (MittieNimocks Den Herder) or permanent designee Chair, Administrative Systems Committee (Two-year appointment) Chair, Educational Technology Committee (Two-year appointment) Chair, Infrastructure Committee (Two-year appointment) Project Management Center of Excellence Director or Project Manager (Support) Administrative Staff Member (LTE Support)

15. Administrative Systems Committee • A representative appointed from the following areas: • Administrative Services Division • Provost’s Division • Student Affairs • Academic Affairs • Admissions/Financial Aid • University Advancement • An academic representative appointed by Provost MittieNimocks Den Herder or the Faculty Senate • Assistant Vice Chancellor for IT/CIO, Sue Traxler • Project Management Center of Excellence Director or Project Manager (Support) • Administrative Staff Member (LTE Support)

16. Educational Technology Committee • Faculty Member, BILSA – chosen from AITC membership • Faculty Member, LA&E - chosen from AITC membership • Faculty Member, EMS - chosen from AITC membership • Provost’s appointee • Media Technology Services representative • ICET Director or permanent designee • Student Representative (STAC) • Assistant Vice Chancellor for IT, Sue Traxler • Services for Students with Disabilities • Director of Social Community • Project Management Center of Excellence Director or Project Manager (Support) • Administrative Staff Member (LTE Support)

17. Infrastructure Committee • Provost-appointed academic representative • Alternate Delivery Systems representative (technology focused) • Resnet(or other area) representative (technology-focused) • Media Technology Services representative • Deputy CIO • Office of Information Technology representatives (1-3) • Project Management Center of Excellence Director or Project Manager (Support) • Administrative Staff Member (LTE Support)

19. IT Prioritization: Timeline Call for projects – week of December 2nd Project requests for summer implementation due to PMCOE office - January 15 Research and analysis completed for submitted projects – mid February Projects reviewed and ranked by advisory committees – end of February Projects prioritized by Exec Committee – mid March

20. Computer Labs Currently over 1690 computers in labs Need data on what computers are being used Larger campus involvement on where to reduce Testing virtual desktop tools to use college software and images on personal computers Exploring more data/power areas for better use of personal devices – collaborative areas

21. Questions