Consolidated Monthly Status Reports Transforming NMSU into a 21 st Century University Team 3 IT Service Delivery: Lead Norma Grijalva

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1 Report: Oct 04, 2015 to Nov 03, 2015 Convened initial meeting and set two hour meeting schedule every two weeks. Assigned reading material EDUCAUSE ECAR IT Organizations: Balancing Centralized Efficiencies with Localized Needs as well as all the materials related to IT on the staffing study website. Added documents to Team 3 SharePoint site including previous studies related to Information Technology at NMSU by Moran Technologies and Diana Hidalgo, NMSU internal IT auditor. Report: Nov 04, 2015 to Dec 03, 2015 Two team meetings were conducted in November resulting in an initial draft of a work plan. This plan identified a logical order to tackle the expected outcomes assigned to this team. The team identified the need for additional analysis of the survey data, and the need to obtain data from alternate sources which will provide a more complete picture of existing IT services within NMSU. A SharePoint collaboration web site was configured with supporting documents, reports, etc. needed by the team. A demonstration was conducted on the access and maintenance of the website. The EDUCAUSE ECAR Report, IT Organizations: Balancing Centralized Efficiencies with Localized Needs is being considered as a supporting framework for the work of team 3. Report: Dec 04, 2015 to Jan 03, 2016 Two Team 3 meetings were conducted in December (3 rd & 17 th ) resulting in an outline for a IT Service Delivery Plan. This plan, when complete, will provide a more comprehensive and accurate directory of IT Services across the entire NMSU system including overlaps and gaps. The Plan will include specific recommendations related to the expected outcomes for Team 3. Existing IT Services information was reviewed by the team including the Deloitte study (a subset of NMSU entities), ICT Services survey/directory (EXCEL worksheet), Stanford IT Services directory, ITIL services categories, EDUCAUSE ECAR Report, IT Organizations: Balancing Centralized Efficiencies with Localized Needs. All of these inputs along with additional information collection (e.g. Survey) will be used to complete the IT Service Delivery Plan. IT Governance documents that have been developed previously were reviewed. 1

2 On January 14 th, Pam Jeffries will facilitate a special work session to refine the IT Services categories/definitions, survey design, etc. All team members who are able will participate. Norma Grijalva will chair the next regular team meeting on January 28. Report: Jan 04, 2016 to Feb 03, 2016 One Team 3 Work Session was conducted on Jan 14 th resulting in an initial rough draft of IT Services Categories document after review of two examples (NMSU draft based on ITIL and a Stanford U. implementation based on ITIL). Team 3 requested that Pam Jeffries use the work of the committee to provide a IT Service Catalog framework that could be used to contain and categorized all NMSU IT services that are gleaned from prior information and planned survey. Team 3 Meeting was conducted on Jan 28 th resulting in the review of an Approach document that captures most current decisions of Team 3 related to how they will produce agreed upon deliverables (outcomes). During February, the Approach Document and Consolidated Monthly Status Reports will be presented to the Executive Team and used during an open forum update on the work of Team 3. Report: Feb 04, 2016 to Mar 03, 2016 On Feb 11 Team 3 met to review Analysis of Ellucian Application Hosting Option (for Banner). Also, created an Approach document and a PowerPoint presentation for a public forum planned for Mar 17. NOTE: Recommendations in Analysis of Ellucian Hosting document (with recommended edits) was subsequently approved by Team3 members via . On Feb 25 Team 3 met to finalize an Approach document and a PowerPoint presentation for a public forum planned for Mar 17. The presentation includes Team 3 goals, timeline, and milestones (including projected start date for implementation of recommendations). NOTE: Dr. Pontelli leaving the team, Norma will talk to the NMSU Executive Team about a replacement. Report: Mar 04, 2016 to Apr 03, 2016 On Mar 10 a subset of Team 3 held a Work Session to refine draft NMSU Service Catalog. Service Categories were further defined and will be used in a targeted IT Services survey. NOTE: Dr. Jonathan Cook replaces Dr. Pontelli on Team 3. 2

3 On Mar 17 at Public Forum, Norma Grijalva (Team3 Chair) presented Project Approach document including timeline, goals, and milestones (Presentation available upon request). Accelerated timeline presented where final recommendations will be presented to the Transforming NMSU Executive Team before the end of 2016 for potential full/partial implementation starting in On Mar 24 Team 3 met and reviewed the 1 st draft of the IT Services survey targeted targeting personnel delivering IT Services across the entire NMSU system. Presentation of results of recent work session. NOTE: Due to accelerated timeline it was determined that Team 3 would work more frequently (weekly meetings & more subteams working between meetings) until final recommendation is submitted the Transforming NMSU Executive Team. Mar Team 3 met and completed the review of the IT Services Categories and Definitions which is basis for IT Services survey. Working with NMSU Institutional Research department has been initiated (to ensure coordination with Team 2 survey efforts). Dr. Jonathon Cook Computer Science Department head replaced Dr. Pontelli on Team 3. Report: Apr 03, 2016to May 04, 2016 On Apr 7 th, Team 3 met and received a presentation of the 1 st draft of the Consolidated IT Governance Packet. The presentation was made by Abel Sanchez, who chairs an external work group (including Team3 members). Under the oversight of Team 3, this external workgroup is helping to develop the Team 3 IT Governance Recommendation (deliverable) due in June to the Transforming NMSU Executive Team. On Apr 7 th, Team 3 also finalized the IT Service Categories which is the foundation for the IT Services Catalog, and the soon to be launched IT Services Survey (targeting employees delivering IT services throughout the NMSU system). All these results will provide needed information for development of the IT Services Plan due in November to the Transforming NMSU Executive Team. On Apr 7 th, Team 3 moved to weekly one hour meeting to accommodate Dr. Cook s schedule and the chancellors accelerated timeline. April 14 th meeting was cancelled because Institutional Research were not finished consulting on the proposed survey. 3

4 On Apr 21 th, Team 3 met and reviewed the first prototype of the IT Services Survey (targeting employees delivering IT services throughout the NMSU system). Team 3 provided suggestions on how to improve the survey. Pam Jeffries and her staff will continue working with Institutional Research to incorporate suggestion. During the week of April 25th, Team 3 will be reviewing finalization of the survey via . Report: May 03, 2016 to Jun 4, 2016 On May 5 th, Team3 continued reviewing and editing the draft IT Governance Proposal which is following industry best practices and auditor recommendations. The proposal includes a draft Regents Policy for IT Governance which formalizes authorities and responsibilities for Information Technology across the entire NMSU system. Also edited was the draft IT Governance Committee Charter outlining how current ineffective IT committees will be realigned into a single committee to balance IT needs of different stakeholder groups and align with institutional strategic priorities. Thanks to the external workgroup which has been put lots of research into the proposal. Team3 asked the work group to continue developing operational protocols which would make IT Governance easier to implement once approved by executive leadership. On track for June milestone. On May 5 th, Team3 additionally reviewed the draft Survey targeting NMSU Employees who spend >30% of their time delivering IT Services (scheduled launch May 10 th ). Also discussed was other information that might be needed for Team3 to make recommendations about optimal IT organization at NMSU in the IT Service Delivery Plan due in November. On May 12 th, Team3 worked on 1 st draft of IT Service Delivery Plan layout including Table of Contents, and discussed gathering of information from NMSU peer institutions about IT services delivered and organization of central IT operations. Team3 also received an update on ICT (Central IT only) response to Team1/Span of Control; and how university-wide IT service optimization might be impacted if any Team3 reorganization recommendations are approved for 2017 implementation. It was decided we needed to press on with development of recommendations for November milestone. On May 19 th, Team3 approved the IT Governance Proposal (with minor edits), and requested the work group develop some introductory wording and provide that in two weeks. This is one of the expected outcomes for Team3, and will be presented by the end of June to the Transforming NMSU Executive Team. 4

5 On May 19 th, Team3 received packets that summarized IT functions & organization of NMSU peer institutions (at least for central IT). There were lots of peer comparison documents (tables, org charts, service descriptions). Team3 was asked to study the information for the next few meetings. Also Team3 members were asked to let the chair know if there was any additional data/info needed to support Team3 s ability to make informed recommendations to meet our November milestone. On May 26 th, Team3 meet, but had the majority of members absent. Present members worked on refining the format for the IT Service Delivery Plan, and discussed the challenge of getting accurate data on distributed IT services from peer institutions. Meeting packets will be delivered to those members who were absent. Report: Jun 05, 2016 to Jun 30, 2016 On June 2 nd, Team3 started developing an outline for the IT Service Delivery plan (which will serve as the final Team3 report, which is due Nov 2016). This plan will contain specific recommendations to address the Team3 s Expected Outcomes. The outline of the plan will continue to evolve in the weeks ahead as Team3 reviews survey data and additional relevant information that will support the Team s final recommendations. On June 16 th, the Executive Team approved the Team3 proposal for an IT Governance framework. The framework includes a Regents Policy on IT Governance which could be approved as early as August (Note: approval by UAC slated for July). The Regents Policy will establish the foundational authorities to facilitate implementation of the rest of the IT Governance framework and subsequently future changes in university-wide IT Service Delivery. Team3 and a working group (Technology Infrastructure Committee) will continue to develop the details related to Data Governance (subset of IT Governance), the overall operating protocols for IT Governance, and an implementation plan/timeline to realign/replace existing IT advisory groups/committees. Pending requisite approvals, an IT Governance framework could be operational in early On June 16 th, Team3 also reviewed a UNM report on IT Services produced by consulting firm Kurt Salmon & Associates (KSA) in 2015 (Ref: with some implementation starting this year. Team3 identified some useful IT services classifications and other recommendations in the UNM report which might be useful in developing final recommendations for NMSU. 5

6 On June 23 rd, Team3 received status report on survey of NMSU employees who may deliver IT Services as a major part of their job. Out of 292 survey issued there are about 45 which have not completed the survey, and some IT position vacancies which will all need to be accounted for in the analysis of results. 100% response is needed to accurately evaluate IT Services being delivered university wide, so last few may have to be completed in the data clean up phase by Team3 or survey staff based on phone interview of non-responder supervisors or f2f visits to jobsite. On June 23 rd, Team3 also developed a categorized list of initial ideas of how to meet expected outcomes. The list of ideas was collected anonymously from Team3 members as a Snap Shot of ideas team members had at this point in time. On June 30 th, Team3 reviewed preliminary Survey Data (prior to data clean up). Currently there is a 93% response rate (271 responses, with 21 left). Team3 discussed the data cleanup/supplement phase. HR data will be added to the responses allowing the data to be sorted different ways in the analysis phase. Team3 also began discussing other ideas beyond staffing to optimize IT Service Delivery (e.g. looking at the operation of separate and different systems and Help Desk problem tracking systems within the NMSU system) SUMMARY: This month Team3 proposal for IT Governance was approved by the Executive Team and is being forwarded for final Regents approval. Team3 continued working on Data Governance and an implementation plan for IT Governance with an expectation that implementation might start prior to the end of Team3 drafted an outline for the IT Service Delivery Plan (final Team3 report w/ recommendations). The Team3 Survey of NMSU Employees potentially engaged in IT Service Delivery as a major component of their job was completed and is moving the data clean up and analysis phase. Team3 began talking about ideas beyond staffing for IT optimization (e.g. different systems, IT problem tracking systems). Report: Ju1 01, 2016 to Aug 26, 2016 On Aug 4 th & 11 th, Analysis and Recommendations (prelim) of four (4 of 15) major IT Service Categories were presented to Team3 and then discussed (NOTE: The NMSU IT Service Catalog has 15 Categories and each category has 4 to 7+ specific IT services supported within the NMSU system). Categories presented were; Decision Support & Reporting by Pam Jeffries; Research Technology by Norma Grijalva; Communications by Don Rheay; and Networking by Felipe Parra. Analysis included factors such as employee survey data, HR data, industry/peer best practices, historical context, existing contracts, technology trends in this category, etc. Recommendations (prelim) took into account NMSU geographic locations, funding 6

7 sources, unique application requirements, etc. NOTE: Recommendations for all IT Service Categories will be finalized and prioritized in September by Team3 for incorporation in the final IT Service Delivery Plan. On Aug 18 th, a preliminary proposal for Data Governance was presented to Team3 by Abel Sanchez who chairs and external work group. Team3 provided feedback, and expects to approve proposal in 2 weeks after revisions are done. Analysis and Recommendations (prelim) of three (3 of 15) major IT Service Categories were presented to Team3 and then discussed Categories presented were; Instructional Technology by Jonathan Cook; Document & Digital Asset Management by Diane Madrid; and, Server & Database Management by John Roberts. Analysis included factors such as employee survey data, HR data, industry/peer best practices, historical context, existing contracts, technology trends in this category, etc. Recommendations (prelim) took into account NMSU geographic locations, funding sources, unique application requirements, etc. NOTE: Recommendations for all IT Service Categories will be finalized and prioritized in September by Team3 for incorporation in the final IT Service Delivery Plan. On Aug 25 th, Analysis and Recommendations (prelim) of four (4 of 15) major IT Service Categories were presented to Team3 and then discussed (NOTE: each IT Service Category has 4 to 7+ specific IT services supported within the NMSU system). Categories presented were; Web Development by Jonathan Cook; Productivity & Collaboration (apps) by Norma Grijalva; & Calendar by Don Rheay; and Accounts, Passwords, & Access (control) by Felipe Parra. Analysis included factors such as employee survey data, HR data, industry/peer best practices, historical context, existing contracts, technology trends in this category, etc. Recommendations (prelim) took into account NMSU geographic locations, funding sources, unique application requirements, etc. NOTE: Recommendations for all IT Service Categories will be finalized and prioritized in September by Team3 for incorporation in the final IT Service Delivery Plan. 7