Proposal for Enterprise IT Support
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Transcript of Proposal for Enterprise IT Support
Seattle Community Colleges DistrictSeattle Community Colleges DistrictMay, 2009May, 2009
It’s time to think
outside the box!
Current budget climate requires Current budget climate requires new and innovative approaches new and innovative approaches to delivering services.to delivering services.
““A budget crisis is a terrible A budget crisis is a terrible thing to waste”thing to waste”
How do we save moneyHow do we save money
In the short run?In the short run?
In the long run?In the long run?
Do we have to spend money now Do we have to spend money now to become more efficient in the to become more efficient in the future?future?
Enterprise IT ServicesEnterprise IT ServicesServing all campuses Serving all campuses and the District Officeand the District Office
IT Staff organized IT Staff organized functionallyfunctionally,, not not geographicallygeographically
Re-distribution of staff and managers Re-distribution of staff and managers based upon functional and technical based upon functional and technical expertiseexpertise
Enterprise IT Organization functions as a Enterprise IT Organization functions as a single agency serving all 5 locationssingle agency serving all 5 locations
Chancellor Presidents
Central Information Technology
Services
Systems and Directory Services
Systems AdministratorsDatabase AdministratorsManagement of
Servers
Directory Services / Identity Management
Email Server (or externally hosted system)
Database Structures
Data Warehouse
Liaison with Go Forward, LMS Admin, etc.
Systems Analysis & Web App
Development
Systems AnalystsApplication DevelopersWeb DevelopersMiddleware Developers
App & Web developers meet with users, define, simplify and automate processes using web-based and other tools.
Provide portalized application tools, content management tools, intranets, etc.
Project Management and Systems Analysis
Networking and Infrastructure
Network AdministratorsWiring Specialists
Management of
Wiring closets & infrastructure
Development of standards for all SCCD locations
Training of local campus networking specialists
Campus Based Lab and Desktop
Support
Lab StaffDesktop Support Teams
Campus-based management of instructional labs
Campus based management of help desk and desktop support for instructional and administrative desktops
Example ofExample ofProposed Functional Proposed Functional OrganizationOrganization
Collaborative Collaborative OrganizationalOrganizationalStructureStructure
Flexible team orientationFlexible team orientation Cooperation and collaboration – Strong leadershipCooperation and collaboration – Strong leadership Shared technical knowledgeShared technical knowledge
Eschew “hype” and shiny new technologiesEschew “hype” and shiny new technologies Educate usersEducate users
Not bound by historical organizational competitionNot bound by historical organizational competition Not affiliated with any one campus, so it can support allNot affiliated with any one campus, so it can support all Not affiliated with Instruction or Administration, so that Not affiliated with Instruction or Administration, so that
it can support bothit can support both Total support and buy-in from the Chancellor and Total support and buy-in from the Chancellor and
Presidents for the new structure – including Presidents for the new structure – including budgetary supportbudgetary support
Enterprise-centric IT SupportEnterprise-centric IT Support
Tier One Help Desk Support / Initial Call CenterTier One Help Desk Support / Initial Call Center
Network & Infrastructure Management / DesignNetwork & Infrastructure Management / Design Juniper Project & Telecom examplesJuniper Project & Telecom examples
Directory Services / Identity ManagementDirectory Services / Identity Management
Systems Analysis / User Needs AnalysisSystems Analysis / User Needs Analysis
Project Management / Process ImprovementProject Management / Process Improvement
Application DevelopmentApplication Development
User Training and DocumentationUser Training and Documentation
Development of Standards / Service Level AgreementsDevelopment of Standards / Service Level Agreements
Campus-centric IT SupportCampus-centric IT Support
Tier Two Help DeskTier Two Help Desk
Desktop Support / Face-to-face Desktop Support / Face-to-face Customer SupportCustomer Support
Computer LabsComputer Labs
Infrastructure installation and repairInfrastructure installation and repair
Network troubleshootingNetwork troubleshooting
AdvantagesAdvantages Institutional continuity, succession planningInstitutional continuity, succession planning Multiple sets of eyes on every projectMultiple sets of eyes on every project Centralized project management Centralized project management Specialized, standardized and optimized servicesSpecialized, standardized and optimized services Best available resources from all campusesBest available resources from all campuses
Human CapitalHuman Capital HardwareHardware SoftwareSoftware
Elimination of redundant services in 5 locationsElimination of redundant services in 5 locations Economies of scale in purchasingEconomies of scale in purchasing More sustainable, eco-friendly infrastructureMore sustainable, eco-friendly infrastructure Time for proactive R&D, rather than putting out firesTime for proactive R&D, rather than putting out fires SCCD can be placed more strongly within CTC – more clout!SCCD can be placed more strongly within CTC – more clout!
Example : Enterprise Data Center Example : Enterprise Data Center Current ConfigurationCurrent Configuration
North
= 42
= 1.2
North
= 42
= 1.2
Central
= 39
=.7
Central
= 39
=.7
District
= 30
=1
District
= 30
=1
SVI
= 7
=.25
SVI
= 7
=.25
South
=40
=2.5
South
=40
=2.5
All campuses have servers to run applications and servicesAll campuses have servers to run applications and services All campuses have staff to manage servers (real and virtual)All campuses have staff to manage servers (real and virtual) All campuses dedicate space to house servers and related equipmentAll campuses dedicate space to house servers and related equipment
Space for servers is an issue on some campuses, so servers physically distributedSpace for servers is an issue on some campuses, so servers physically distributed Cost of Storage and other solutions is a challengeCost of Storage and other solutions is a challenge
Systems management distributed across partial FTE’s with other responsibilitiesSystems management distributed across partial FTE’s with other responsibilities Standards are developed at each campus on case-by-case basis Standards are developed at each campus on case-by-case basis Lack of redundancy and failoverLack of redundancy and failover
Enterprise Data CenterEnterprise Data CenterProposedProposed
North
North
Central
Central
District
District
SVISVI SouthSouth
Centralized Server FarmCentralized Server Farm• Standard hardware, OSStandard hardware, OS• More energy efficiencyMore energy efficiency• More efficient purchasingMore efficient purchasing• More efficient use of server spaceMore efficient use of server space• Trained dedicated support staffTrained dedicated support staff• Better Backup and SecurityBetter Backup and Security• Higher level of expertiseHigher level of expertise• Faster response timesFaster response times
Enterprise Data CenterEnterprise Data CenterProposedProposed
North
North
Central
Central
District
District
SVISVI SouthSouth
Failover Server Farm
Enterprise Data CenterEnterprise Data CenterProposedProposed
CostsCosts Space and renovationsSpace and renovations
HVAC Improvements – HVAC Improvements – servers servers need significant air flow and coolingneed significant air flow and cooling
Increased electrical capacityIncreased electrical capacity
Equipment Moving / Equipment Moving / Purchasing / DeploymentPurchasing / Deployment
Staff Learning CurveStaff Learning Curve
SavingsSavings Space (at vacated campuses)Space (at vacated campuses) HVAC and power for one HVAC and power for one
location cheaper than fivelocation cheaper than five Single server space can serve Single server space can serve
5 locations optimally5 locations optimally Redeployment of staff across Redeployment of staff across
other IT functionsother IT functions
Example: Enterprise Systems Analysis and Example: Enterprise Systems Analysis and
Application DevelopmentApplication Development
North
North
Central
Central
District
District
SVISVI SouthSouth
User needs across 5 locations more similar than differentUser needs across 5 locations more similar than different
Electronic forms and applications can serve multiple locations Electronic forms and applications can serve multiple locations from a single instancefrom a single instance
IT resources at individual locations are stretched thin – so users IT resources at individual locations are stretched thin – so users are not getting what they needare not getting what they need
North
North
Central
Central
District
District
SVISVI SouthSouth
Current Process – decentralized approachCurrent Process – decentralized approach““We need a new Application / Form / Process”We need a new Application / Form / Process”
Purchase new software / hardware (if necessary)Purchase new software / hardware (if necessary)Programming and testingProgramming and testing
Programmer meets to determine user needsProgrammer meets to determine user needs
Application rollout and trainingApplication rollout and training
Hi! I’m your friendly IT
guy and I’m here to help!
Hi! I’m your friendly IT
guy and I’m here to help!
We like happy
computer users!
We like happy
computer users!
How can we make
things easier for
you?
How can we make
things easier for
you?
Let me stop what I’m doing to
help!
Let me stop what I’m doing to
help!
What can we do for
you?
What can we do for
you?
Happy Users . . . But great expense on each campusHappy Users . . . But great expense on each campus
Enterprise Systems Analysis and Enterprise Systems Analysis and Application DevelopmentApplication Development
North
North
Central
Central
District
District
SVISVI SouthSouth
ProposedProposed Process – centralized approach Process – centralized approach““We need a new Application / Form / Process”We need a new Application / Form / Process”
Call the data center to set up new applicationCall the data center to set up new applicationProgramming and testingProgramming and testing
Programmers meet campus users to determine user needsProgrammers meet campus users to determine user needs
Application rollout and trainingApplication rollout and training
Hi! What do y’all need?
Hi! What do y’all need?
Happy Users . . . with only one expense for all 5 campusesHappy Users . . . with only one expense for all 5 campuses
Enterprise Systems Analysis and Enterprise Systems Analysis and Application DevelopmentApplication Development
OpportunitiesOpportunities
Opportunity to Improve IT Opportunity to Improve IT Service, which we don’t have time Service, which we don’t have time or resources to do nowor resources to do now
Continuous Process ImprovementContinuous Process Improvement
Guarantee quality of serviceGuarantee quality of service
Stay in touch with user needsStay in touch with user needs
Opportunities to Explore Opportunities to Explore what’s on the horizon in ITwhat’s on the horizon in IT
1.5 Data Centers vs. 5 Data Centers1.5 Data Centers vs. 5 Data Centers Optimized use of server space (less boxes, more functions)Optimized use of server space (less boxes, more functions) Shared Applications, procedures, software licensesShared Applications, procedures, software licenses Optimized power managementOptimized power management
sustainable, eco-friendly power management modelssustainable, eco-friendly power management models utility savingsutility savings possible rebates (district collaboration with City Light)possible rebates (district collaboration with City Light)
Optimized use of specialized staff, fewer staff required over timeOptimized use of specialized staff, fewer staff required over time Faster, better development of efficiency tools and processes to Faster, better development of efficiency tools and processes to
streamline the work of campus staff across the campusesstreamline the work of campus staff across the campuses Better poised as an organization to migrate to state-wide resources as Better poised as an organization to migrate to state-wide resources as
available available proof of concept model for the rest of the stateproof of concept model for the rest of the state SCCD becomes the “800 pound gorilla” as initiatives move forwardSCCD becomes the “800 pound gorilla” as initiatives move forward
ConclusionConclusionA responsive, centralized IT organization can help the entire district A responsive, centralized IT organization can help the entire district
to manage this budget crisisto manage this budget crisis
Good for StudentsGood for Students
Administrative Savings = More money for student programsAdministrative Savings = More money for student programs
Potential for Common shared applications to streamline the student experiencePotential for Common shared applications to streamline the student experience
Common Identity ManagementCommon Identity Management
Good for Faculty and StaffGood for Faculty and Staff
More responsive IT servicesMore responsive IT services
More and better online resourcesMore and better online resources
Good for ManagementGood for Management
Efficient processes / Continuous improvementEfficient processes / Continuous improvement
Building a safety net for data communications and transactionsBuilding a safety net for data communications and transactions
Better stewardship and management of scarce resourcesBetter stewardship and management of scarce resources
Where are we now?Where are we now? Directors:Directors:
• Meeting weeklyMeeting weekly• Staffing considerationsStaffing considerations• PlanningPlanning
AD Team:AD Team:• Planning for shared directoryPlanning for shared directory• Examining best practicesExamining best practices• Standardizing service levels across 5 locationsStandardizing service levels across 5 locations
Data Center Team:Data Center Team:• Considering locationConsidering location• Cost EstimatesCost Estimates• Standardizing service levelsStandardizing service levels• Considering Citrix for all 5 locationsConsidering Citrix for all 5 locations
A New Way of Doing BusinessA New Way of Doing Business
Status QuoStatus Quo InnovationInnovationPlanningPlanning ActionActionMaintenanceMaintenance CreationCreation
Bring only what is necessary from the Bring only what is necessary from the pastpast
Role of DITACRole of DITAC
AdvisoryAdvisory• Make sure project is on the right trackMake sure project is on the right track• Sounding Board for the working teamsSounding Board for the working teams
CommunicationCommunication• Feedback from constituents Feedback from constituents • Information and “marketing” to constituentsInformation and “marketing” to constituents
Management of ExpectationsManagement of Expectations
Support for the TeamsSupport for the Teams
Your Questions?Your Questions?