Leveraging Technology Investment

Leveraging Technology Investment

Making IT Happen


Making IT Happen

Copyright Hugh Friel 2003. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.


Making IT Happen


Making IT Happen

Shared Infrastructure

Shared Services

Shared Planning


Shared Services

Shared Planning

Agenda:Agenda:


Making IT Happen


Making IT Happen


Shared Services

Shared Planning


Shared Services

Shared Planning

“The network really is the computer.”

-- Tim O’Reilly, JavaOne, 6/8/2000

“Companies will in the future buy their information technologies as services provided over the Internet rather than owning their own hardware and software” – Your Next IT Strategy

Hagel and Brown; HBR 10/01/2002

Shared Services

• Internet Services

• Video Services

• Transport Services

• Hosting Services

Internet Services

• History

– T1’s to T3’s to OC-3’s

Internet Services

• HistoryHistory

– T1’s to T3’s to OC-3’sT1’s to T3’s to OC-3’s

• Future

– Internet 2

– QoS

– VoIP

Video Services

• History

– MPEG-II

– Video Bridge

– Gateways

Video Services

• HistoryHistory

– MPEG-IIMPEG-II

– Video BridgeVideo Bridge

– GatewaysGateways

• Future

– IP Bridge

– I2 Access Grid

Transport Services

• History

– LATA line

– CO mileage cost

Transport Services

• HistoryHistory

– LATA lineLATA line

– CO mileage costCO mileage cost

• Future

– Increased State Agency Use

Overall Benefits

• Enables/encourages Collaboration

Overall Benefits

• Enables/encourages CollaborationEnables/encourages Collaboration

• Facilitates Regional Aggregation and Support

Overall Benefits


• Facilitates Regional AggregationFacilitates Regional Aggregation and Support and Support

• Provides a More Robust IT Environment

Overall Benefits


• Facilitates Regional AggregationFacilitates Regional Aggregation and Support and Support

• Provides a More Robust IT Environment Provides a More Robust IT Environment

• Lowers Costs

“Outsourcingswitches from assets to access.” -- Gartner Group

“Bandwidth becomes more cost effective than computing. Network capacity will increase faster than computing, memory and storage capacity to produce a significant shift in the relative cost of remote versus local computing. Cheap and plentiful bandwidth will catalyze a move toward more centralized networks services …”

-- Gartner Group 10/10/2002

“Ten predictions to shake your world”

Hosting Services

• Hosting Benefits

• Hosting Models

• Today’s Hosted Applications

• Tomorrow’s Opportunities

Hosting ServicesBenefits

• Leverages

– IT Staff

– IT Facilities

– Vendor Relationships

• Provides a More Robust IT Environment

• Lowers Costs

Hosting Models

Ping, Power and Pipe

+ OS Support

+ Application Support

• E-mail Flavors– LDAP– POP– IMAP

• Learning Management Systems– Intralearn– Prometheus– BlackBoard

• Video Content Caching– Real Networks– QuickTime– Microsoft Windows Media

Today’s HostedApplications

• Database– Oracle– Microsoft SQL

• Web Hosting– Apache– Microsoft IIS– ColdFusion

Today’s HostedApplications

• Portal Hosting– UMass Online– Mass Colleges Online

• Administrative Applications– ERP– SIS

• e-commerce• Disaster Recovery Site

– Cold Site– Warm Site– Hot Site

Tomorrow’s Opportunities


Making IT Happen


Making IT Happen


Shared Services

Shared Planning


Shared Services

Shared Planning

Shared Planning

• Private Sector Business Model

– Find a Lucrative Business

– Make Sales -- “Push” Model

– Support as Necessary

Shared Planning

• Private Sector Business ModelPrivate Sector Business Model

– Find a Lucrative BusinessFind a Lucrative Business

– Make Sales -- “Push” ModelMake Sales -- “Push” Model

– Support as NecessarySupport as Necessary

• Raison d’être: Make a Profit

Shared Planning

• MITI Model

– Work with Peers to:

• Identify Needs

• Aggregate Demand

• Carefully develop scalable, cost-effective solutions

Shared Planning

• MITI Model

– Work with Peers to:Work with Peers to:

• Identify NeedsIdentify Needs

• Aggregate DemandAggregate Demand

• Carefully develop scalable, cost-effective solutionsCarefully develop scalable, cost-effective solutions

– Involve Constituents Throughout the Process

• Collaboration model

Shared Planning

• MITI ModelMITI Model

– Work with Peers to:Work with Peers to:

• Identify NeedsIdentify Needs

• Aggregate DemandAggregate Demand

• Carefully develop scalable, cost-effective solutionsCarefully develop scalable, cost-effective solutions

– Involve Constituents Throughout the ProcessInvolve Constituents Throughout the Process

• Collaboration modelCollaboration model

– Raison d’être: Win — Win

Governance —Building Trust and Consensus

• MITI Advisory Board

– UMass Campuses

– State & Community Colleges

– BHE/DOE/ITD


• MITI Advisory BoardMITI Advisory Board

– UMass CampusesUMass Campuses

– State & Community CollegesState & Community Colleges

– BHE/DOE/ITDBHE/DOE/ITD

• Monthly Meetings with Higher Ed CFO’s & CIO's


• MITI Advisory BoardMITI Advisory Board

– UMass CampusesUMass Campuses

– State & Community CollegesState & Community Colleges

– BHE/DOE/ITDBHE/DOE/ITD

• Monthly Meetings with Higher Ed CFO’s & CIO'sMonthly Meetings with Higher Ed CFO’s & CIO's

• Quarterly Meetings with Constituent Tech Staff

It’s this Collaboration and Constant

Dialog that …

• Helps Identify Shared/Common Needs & Problems


Dialog that …

• Helps Identify Shared/Common Needs & ProblemsHelps Identify Shared/Common Needs & Problems

• Helps Align our Ability to Meet these Needs


Dialog that …

• Helps Identify Shared/Common Needs & ProblemsHelps Identify Shared/Common Needs & Problems

• Helps Align our Ability to Meet these NeedsHelps Align our Ability to Meet these Needs

• Helps Create Shared Solutions

Developing a Service

• Dialog leads to an MOU


• Dialog leads to an MOUDialog leads to an MOU

• MOU becomes the basis for a Definition of Service



• MOU becomes the basis for a Definition of ServiceMOU becomes the basis for a Definition of Service

• Contract and SLA form the Agreement



• MOU is the basis of a ContractMOU is the basis of a Contract

• Contract and SLA form the AgreementContract and SLA form the Agreement

• No long-term commitments -- 90 days

Service Level Agreements

• What are they?


• What are they?What are they?

• Why?


• What are they?What are they?

• Why?Why?

• What goes into an SLA?

– High-level MBO statement

– Contact information and escalation procedures

– Specific performance targets and metrics

Support Processes

• How do you support the commitments made in SLAs?

Support Processes


– Codify the communications channels

Support Processes



– Codify the responsibilities and expectations

Support Processes



– Codify the responsibilities and expectations

– Use technology to improve productivity

Pricing/Cost Structure

• Replacement Cost Model

Pricing/Cost Structure

• Replacement Cost ModelReplacement Cost Model

• Components:

– Recurring Costs

• Bandwidth, Labor, Support Contracts, Upgrades

– Non-recurring Replacement Costs

• Equipment, Software, Labor

Measuring Customer Satisfaction

• How do you measure customer satisfaction?


• How do you measure customer satisfaction?How do you measure customer satisfaction?

• Measure against agreed-upon (SLA) criteria



• Measure against agreed-upon (SLA) criteriaMeasure against agreed-upon (SLA) criteria

• Give them limited opportunity to vent



• Measure against agreed-upon (SLA) criteriaMeasure against agreed-upon (SLA) criteria

• Give them limited opportunity to ventGive them limited opportunity to vent

• Focus on closed probes, specific instances

For More Information:

• Hugh Friel -- Deputy CIO UMass

[email protected] 413.587.2112

• Dick Newton -- Director of Infrastructure Services


• Mike Chmura -- Director of IT Operations


• Dennis Ravenelle -- Acting Telecom Services Mgr.


Leveraging Technology Investment

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