The Road to Shared IT Services. John Gohsman, Vice Chancellor and CIO

Transcription

1 The Road to Shared IT Services John Gohsman, Vice Chancellor and CIO

2 John Gohsman Vice Chancellor of Information Technology and Chief Information Officer 2

3 WUSTL Vision (draft) 3

4 Current Trends core clinical decision entrepreneurship in the university structure consumerization of IT informatics Washington University in St. Louis the cloud collaboration in administrative processes data security big data online learning 4

5 Clinical Research Teaching & Learning Administration Shared Services Security & Privacy Establish IT Governance 5

6 ESTABLISHED IT GOVERNANCE 6

7 Strategic Governance IT Executive Committee 29 FY2016 Proposal Submissions IT Council Committee IT Leaders Committee strategy service portfolio project proposals Domains Faculty, Staff and Student Groups 7

8 Domain Strategies Administrative Domain developing a roadmap for administrative systems replacement data warehouse and analytical tools Clinical Domain Research Computing Domain Security & Privacy Domain Shared Infrastructure Domain Teaching & Learning Domain core clinical system in partnership with BJC proposed research network developing strategy, cloud services incident response, multi-factor authentication, improved monitoring and tracking, asset inventory and data classification wired and wireless networking, voice over IP, data centers, disaster recovery, regional solution, single sign on developing strategy LMS evaluations 8

9 Service Layer Model Mission Unique Service is unique to a school or department Toll Service is used by a less predictable group of users across the institution Community Services used by a distinct community of users Common Good All/most units can use the service and the institution wants to incent use 9

10 CREATING SHARED IT SERVICES 10

11 Clinical Research Teaching & Learning Administration Shared Services Security & Privacy Establish IT Governance 11

12 IT Challenges Meeting the Current Trends Unnecessary Redundancy in Research University IT Spending Inefficient use of scarce resources Total IT $ Distributed IT $ Central IT 35% 65% 85% 15% Duplicate/Overlapping Offerings Unique Unit Offerings Distributed IT Data Source - Education Advisory Board interviews and analysis 12

13 The Challenge Exists Here 2009 Assessment Data for WUSM 12 SharePoint systems 16 help desks 15 network access providers 15 data storage providers 15 audiovisual services 12 systems 17 application development systems 15 website application development systems 37 data centers in 36 locations data 9 Citrix systems 14 disaster recovery systems 13

14 Current State Summary: Issues of Quality, Cost and Trust The current trends yield variable quality and cost of IT services. The current trends create a burden on our faculty, staff, and students and impact their productivity. The current environment leads to frustration among unit IT and users because we don t have a trusted IT provider to deliver a common platform. The current environment limits the capacity of unit IT to innovate. 14

15 What Has Been Missing? Common IT Platform 15

16 What Are Shared Services? Shared Services is the provision of a service by one part of an organization or group where that service had previously been found in more than one part of the organization or group. Thus the funding and resourcing of the service is shared and the providing department effectively becomes an internal service provider. -Wikipedia definition 16

17 A Complete Solution Big Data Research Research Labs Instructional Technology Shared Infrastructure and User Services Administrative Apps Clinical Technology Speciality Applications 17

18 How Do We Get There? create capable shared IT service organization develop the end user services develop the shared IT infrastructure service transition to new services 18

19 Capable Shared IT Service Organization Create and implement a new organization with shared service capabilities built on a common framework with universal tools and consistent processes. Customer relationship management Customer relationship management Measure satisfaction Alignment and responsiveness Report on cost Report on quality Governance Customers decide investment Monitor cost and quality Support model Enhanced support for faculty/clinical Transparent Provide visibility into cost detail Monitor and report on service quality Transparent Keys: Customer-Led Governance Service Level Expectations Transparent Reporting Customer specific support model Governance 19

20 Shared Service Support Model tiered user groups Clinical Users e.g., WUSM, BJC Executive & Faculty Users e.g., faculty, researchers, senior leadership Mainstream Users e.g., average staff member Independent Users e.g., average undergrad student tiered support highly-leveraged technologies & support organization Local support staff for front-end services (device support) back-end services (common desktop system, well engineered device, network, storage, servers, and security) foundational support (user support, help desk, request for services, operations, cost and quality, transparency, single point of contact) 20

21 Shared Service Accountability Shared service governance focuses on services currently in use, ensuring consistency in quality and monitoring user adoption. Provide ongoing input for ongoing services Approve significant changes to scope Recommend pricing approach Focus on service expectations and continuous improvement IT Services Governance customer relationship management cost benchmarks quality-based service level expectations user adoption unit metrics user satisfaction surveys cost tracking 21

22 Delivering User Services Service Components help desk collaboration tools security deskside support desktop support build / replace / deploy printing quality assurance laptops, desktops, mobile devices wired & wireless network file storage loaner equipment access to software mission unique toll active directory collaboration tools network printing comprehensive support mobile & remote access community User Services bundle into coherent service Concept to be refined during the project. common good 22

23 Delivering Shared IT Infrastructure Service Components data network data center hybrid cloud operations center tiered service & storage options patching & upgrades technology life cycle capacity management anti-malware system monitoring & notification backup & recovery bundle into coherent service Concept to be refined during the project. mission unique Shared IT Infrastructure toll community common good 23

24 Benefits of the Shared Services Services are simple to get Improved interoperability / integration New features are easy to use Improved overall service quality Support from your familiar staff IT will be more agile Reduce risk 24

25 NEXT STEPS 25

26 Your Participation is Important Faculty Advisory Groups IT Governance Shared IT Services Program Project Advisory Groups Unit Representatives 26

27 TIMELINE milestone milestone analysis design develop test/pilot deploy spend analysis unit impact analysis Create project structure include central, school, BJC, and department leadership Finance, HR, and IT staff representation: Steering Committee Unit Representatives Project Teams 27

28 Using Shared Services to Rebalance IT Declining Overlapping Services Service Rollout Late 2017 Increasing Trusted Shared Services Provider Pilot Units Early Departments CITS + IS&T Early 2016 Late 2015 July 2015 March 2015 Jan

29 120 Day Plan Fill the new leadership positions for new organization Launch Shared IT Services Program (3 large projects) Develop broad strategies for Infrastructure portfolio mix Create engagement avenues for WUSTL IT Executive Director of Shared Infrastructure Executive Director of User Services Director of Service Management Project Managers Requirements gathering Network re-architecture Data center strategy IT newsletter Communities of interest Governance advisory structure Senior IT Administrator 29

30 Q&A Please visit cio.wustl.edu for more information or to review today s presentation. 30