1 it transition team infrastructure workgroup kickoff january 5, 2011 1pm-3pm infrastructure team...
TRANSCRIPT
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IT Transition Team
Infrastructure Workgroup Kickoff
January 5, 2011 1pm-3pm
Infrastructure Team isites: http://isites.harvard.edu/icb/icb.do?keyword=ucio_transition&pageid=icb.page398036
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Agenda
• Introductions
• Overall Program Structure and Goals
• Roles & Responsibilities– Co-chairs– Program Management Support– Work team members
• Work team Goals and Expected Key Outputs
• Total Service Delivery Model and Guiding Principles
• Working Assumptions
• Brainstorm Exercise: Develop list of infrastructure services
• Homework & Next Steps
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Agenda
• Introductions - All
Overall Transition Program Structure and Goals
December 2010 4
INFRASTRUCTURE
• Data centers
• Storage
• Network
• Telecom
• Video
ADMINISTRATIVE IT
• Enterprise apps
• FAS Admin
• Identity manage-ment
• Web
ACADEMIC IT
• Classroom technology
• Web-assisted instruction
• Student apps
• Innovative pedagogy
SECURITY
• Enterprise info security policies
• Security technologies
CLIENT SERVICES
• Desktop/LAN support
• Helpdesk
• Desktop HW/SW procurement
• Instructional tech support
• Local applications
SE
RV
ICE
DE
LIV
ER
YF
OU
ND
AT
ION
FINANCE
HUMAN RESOURCES
COMMUNICATIONS
KEY GOALS• Enable strategic investment and use of IT
• Redirect resources to highest and best purpose
• Elevate level of service excellence
Transition Team Organization(Working Definition—Team Membership Subject to Change)
November 2010 5
Paul BergenJoe BrunoBob CahillJay CarterEric D'SouzaLeo Donnelly
Ellen GulachenskiChristian HamerJane HillJohn JurusPenny KaligianJacques LaflammeKatherine MacRostie
Kishan MallurSteve RiversDavid SobelJane SulkinNoah SelsbyKatie ValeVaughn Waters
INFRASTRUCTURE
Co-Chairs• Joe Bruno• Jacques Laflamme
ADMINISTRATIVE IT
Co-Chairs• John Jurus• Katherine MacRostieProgram Mgt: Noah Selsby Jeff Lazarus
ACADEMICIT
Co-Chairs• Katie Vale• Paul Bergen
SECURITY
Co-Chairs• Jay Carter• Christian Hamer
CLIENTSERVICES
Co-Chairs• Bob Cahill• David Sobel
FINANCE / FACILITIESCo-Chairs• Penny Kaligian• Vaughn Waters
HUMAN RESOURCES / ITL / PMCo-Chairs• Penny Kaligian• Vaughn Waters
COMMUNICATIONSCo-Chairs• Ellen Gulachenski
TRANSITION TEAMCharge• Define mission, vision, values, name• Oversee working groups
WORKING GROUPSCharge• Define services needed by faculty, staff,
students• Define service delivery model• Define resources required
Program Mgt: Susan DeLellis Eric D’Souza
Program Mgt: Karen Slaton
Program Mgt:Liz Eagan
Program Mgt:Katie Kilroy
Program Mgt: Laurie Gamble
Program Mgt: tbdProgram Mgt:
tbd
Roles and Responsibilities
December 2010 6
Co-chairsJoe Bruno
Jacques Laflamme
Program ManagersSusan DeLellisEric D’Souza
• Technical expertise guidance
• Team building
• Working session preparation
• Quality management
• Overall coordination– Within respective workgroup and across
all workgroups
• Overall design approach
• Structure, process, tools
• Working session preparation and facilitation
• Progress, issues, risks management
* Co-leadership ** Joint Partnership *
Working GroupTeam Members (You!)
• Identify customer needs
• Define corresponding IT services & required resources
• Meet / exceed both program and workgroup goals
• Define scope and timing of provisioning
• Identify known critical path dependencies
• Work together as teams; think “what’s possible”
Workgroup Team Goals and Expected Key Outputs
December 2010 7
Our Goals Expected 6/15 Outputs
• Look ahead to new era of IT as a Harvard priority
• Define what services will be needed by faculty, staff, students
• Define delivery model and high level resource mix for each service (skills and hours)
• New Organization, Mission, Vision, Values, Name, and Structure– New culture defined– New leadership team in place– Everyone understands their place in the new structure
• New Service Catalog*
• HR, Finance, Space, Tools defined
• 1-Year Implementation Plans* (to support new organization)
* Note: Red italics denotes the outputs the workgroups will produce.
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Total Service Delivery Model
Architecture & infrastructure components are only one piece of the Total Service Delivery Model (albeit a critical piece)
High Quality Service incorporates a number of key components
Periodic review and updates to the Service Delivery Model is key
Customer/Market Requirements and Service Definition
Architecture, Security & Access
Planning/ Implementation
Operational & Support Model
Definition/ Implementation:
Provisioning, Helpdesk/repair,
Monitoring, Reporting,
Funding Models, Billing
Communications & Training Plan: Presentations to
University groups, Print materials,
Web sites, Customer Portals, use of real-time
tools
Technology Review: Customer
Surveys/feedback & Refresh/New Technology Planning
Strategic Development of
Services Delivery Model
Components to keep in mind as we think about Services and Service Delivery
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Guiding Principles – Infrastructure Workgroup
– Available – All infrastructure components are capable of supporting a full range of application/services SLAs
– Flexible – Components enable higher level services to change and move easily in response to new demand
– Scalable – components can easily and effectively grow to meet new demand for services
– Integrative – Components fit well together thereby enabling seamless operation at all layers of the technology stack
– Extensible – New functionality can be introduced quickly and easily as customer demand requires
– Enabling – Architectures and components are perceived as effective building blocks for (and add clear value to) higher level services
– Efficient/Effective – All infrastructure components are based on industry standards and collectively form a cohesive foundation that can be managed at a reasonable cost
– Secure – All infrastructure components work together to create an acceptable information security posture for all data, information, and computing assets
– Green – All infrastructure components contribute to campus GHG emissions targets and other sustainability programs
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Guiding Principles – Infrastructure Workgroup (Continued)
– Service Delivery Excellence: Infrastructure Services are planned and executed with the Total Service Delivery Model in mind: addressing all components of service delivery from customer requirements to architecture/security planning & implementation to operational/support
– Customer Service: All infrastructure services are built, executed and supported with the customer at the core of our thinking and response
– Teamwork: Infrastructure services comprises the contributions from all individuals, leading to a stronger and higher quality service than one planned in isolation.
– Innovation: Infrastructure services will be industry leading services with breakthrough innovations – even if it means cannibilizing existing products/services.
– Out-of –the-Box Thinking: Infrastructure services will be developed with a clean, fresh perspective, using out-of-the-box thinking and models and spawning a new and improved organizational culture.
Brainstorming Breakout Session: Working Assumptions and the ‘Big Picture’
December 2010 11
Working Assumptions
• All decisions tie to our overarching goals:– Strategic for the long-term
Enable strategic investment and use of IT
– EfficientRedirect resources to highest and best purpose
– High-qualityElevate level of service excellence
• Future services should not be bound by current constraints (e.g., fee-for-service funding)
• Moving to common solutions (90% rule: don’t design for the exception; exceptions will be approved at a high-level (UCIO))
• May require multiple ‘tiers’ (e.g., staff vs. student email)
Service Catalog Concept
WHAT? TO WHOM? WHEN?
Services Univ.-wide CA/FAS Other
Schools Today Next 1-2 Yrs
Infrastructure• TBD• …
Administrative• TBD• …
Academic• TBD• …
Security• TBD• …
Client Services• TBD• …
• On 6/15, we will have defined in a service catalog, what services our new IT organization will provide, to whom, and by when
-Illustr
ative-
Brainstorming Breakout Session (continued): Whiteboard
December 2010 12
What IT services do our customers need?
• Students • Faculty • Administration
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Homework and Next Steps
• Review content– provide additional feedback
• Review list of services from the brainstorm session – provide additional ones that we may have missed
• Review the NSS Services Portfolio (on the IT Infrastructure Team isites):
http://isites.harvard.edu/icb/icb.do?keyword=ucio_transition&pageid=icb.page398036
• Co-Chairs to prepare a straw-man proposal for sub-working teams to be discussed at the next meeting (1/12) for ….
– Data Centers– Storage– Network – Telecom– Video
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Questions/Comments?
Thank you!