CIS, The Way Forward
Version 2
1
Center for Information Systems, SQU
January 12th , 2016
Agenda
• Should we be proud?
• Do we have problems?
–
–
–
–
Strengths
Weaknesses
Opportunities
Threats
• Mission, Vision, Objectives and KPIs
• 2016-2020 action plan
• Initiatives
2
Center for Information Systems, SQU
January 12th , 2016
CIS (The SQU Backbone)
• Services at a glance
–
–
–
–
–
23+ thousands costumers
Host all SQU data (salaries, grades, …)
Run the HRFMS, SIS, DMS, (you name it)
Provide HW and SW support
Provide Internet, email, video conferencing, Elearning, LIS, user storage, …
If (CIS.isFunctioningProberly()==false)
SQU.setStatus(Catastrophic);
3
Center for Information Systems, SQU
January 12th , 2016
Some Pitfalls of IT@SQU
•
•
•
•
•
•
•
•
Legacy systems not fulfilling new requirements
Information security is a big challenge
Service interruptions
Slow and inadequate technical support
Slow Internet and not very reliable email system
Delay in developing and deploying new systems
No mobile apps so far
No appropriate DR site
4
Center for Information Systems, SQU
January 12th , 2016
Strengths
•
•
•
•
5
Vast experience
Collegiality and team spirit
Believe on the need for change
SQU is THE University  CIS is THE IT provider
Center for Information Systems, SQU
January 12th , 2016
Weaknesses
•
•
•
•
•
•
•
Obsolete infrastructure
Lack of documentation
Lack of policies and procedures
Shallow experience in some important areas
Reactive not proactive
Space problem
Quite old DC and no proper DR
6
Center for Information Systems, SQU
January 12th , 2016
Opportunities
• Administration support
• National initiatives
– E-government
– New financial and HR systems
• International trends
7
Center for Information Systems, SQU
January 12th , 2016
Threats
•
•
•
•
•
•
•
8
Non-stable administrative structure
Mini data centers and scattered SW development
Loosing interest
Me-not-Us factor
Change resistance
Running for shortcuts
Insufficient resources
Center for Information Systems, SQU
January 12th , 2016
Mission and Vision
• Mission
We are committed to provide outstanding IT services for
SQU community
‫نحن ملتزمون بتقديم خدمات متميزة لتقنية المعلومات لجميع المستفيدين في‬
‫الجامعة‬
• Vision
Within the next three years, CIS will automate 80% of SQU
business process as per international standards in ITSM.
‫ من تعامالت جامعة السلطان قابوس‬%80 ‫في الثالث سنوات القادمة ستكون‬
‫إلكترونية ووفق المعايير العالمية إلدارة خدمات تقنية المعلومات‬
9
Center for Information Systems, SQU
January 12th , 2016
Objectives
Obj. No.
Perspective ‫المحاور‬
Objectives ‫األهداف‬
Obj. 1
Financial Recourses
Minimize the increase of the running cost of the datacenter
‫المصادر المالية‬
‫تقليل نسبة الزيادة في المصروفات التشغيلية لمركز البيانات‬
Staff Development & Growth
Enhance professional development and staff training
‫تطوير و تنمية الموظفين‬
‫تحسين التنمية المهنية وتدريب الموظفين‬
Internal Processes
Regulate procedures for IT service provision
‫العمليات الداخلية‬
‫تنظيم اإلجراءات لتقديم خدمات تقنية المعلومات‬
Customer & Stakeholders
Increase users satisfaction
‫العمالء و المنتفعين‬
‫زيادة رضى المستخدمين‬
Employee Satisfaction
Increase the quality of working environment
‫الرضى الوظيفي‬
‫زيادة جودة بيئة العمل‬
Obj. 2
Obj. 3
Obj. 4
Obj. 5
10
Center for Information Systems, SQU
January 12th , 2016
Minimize the increase of the running cost of
the datacenter
KPI Card ‫بطاقة قياس األداء‬
Code:
Unit / Department
Center for Information Systems
Objective
Minimize the increase of the running cost of the datacenter
KPI Statement
% increase of running cost
Description/Purpose
This KPI measures the increase in the running cost of the datacenter
Perspective
Formula
Financial Recourses
(current year amount for support contracts, licenses and subscriptions) / previous year amount for
support contracts, licenses and subscriptions)
>= 30%
Benchmark
15%
Threshold
16% - 30%
<= 15%
Trend
Decreasing
Data Source
Logs from concerned divisions
Responsibility
Planning and Quality Management Department – CIS
11
Reporting Frequency (Internal)
Yearly (by 31 December)
Reporting Frequency (for QAO)
Yearly (by 31 December)
Center for Information Systems, SQU
January 12th , 2016
Increase users satisfaction
KPI Card ‫بطاقة قياس األداء‬
Code:
Unit / Department
Center for Information Systems
Objective
Increase users satisfaction
KPI Statement
% Customer satisfaction
Description/Purpose
This KPI measures the percentage of satisfied customers (staff only)
Perspective
Formula
Customer & Stakeholders
Number of Satisfied customers / Total number of surveyed customers
0% – 39%
Benchmark
80%
Threshold
40% - 79%
>= 80%
Trend
Increasing
Data Source
Customer Satisfaction Survey
Responsibility
Support and Call Center Department – CIS
12
Reporting Frequency (Internal)
Every 6 months
Reporting Frequency (for QAO)
Yearly (by 31 December)
Center for Information Systems, SQU
January 12th , 2016
Regulate procedures for IT service provision
KPI Card ‫بطاقة قياس األداء‬
Code:
Unit / Department
Center for Information Systems
Objective
Regulate procedures for IT service provision
KPI Statement
% timely completed requests/projects
Description/Purpose
This KPI indicates the percentage of the number of requests and projects that are completed on
time.
Perspective
Formula
Internal Processes
(Number of timely completed requests + Number of timely completed projects) / (Number of
requests + Number of projects)
0% – 39%
Benchmark
80%
Threshold
40% – 79%
>= 80%
Trend
Increasing
Data Source
Documents of policies, procedures and frameworks
Responsibility
Planning and Quality Management Department - CIS
13
Reporting Frequency (Internal)
Every 4 months
Reporting Frequency (for QAO)
Yearly (by 31 December)
Center for Information Systems, SQU
January 12th , 2016
Enhance professional development and
staff training
KPI Card ‫بطاقة قياس األداء‬
Code:
Unit / Department
Center for Information Systems
Objective
Enhance professional development and staff training
KPI Statement
# certified training courses
Description/Purpose
This KPI measures the number of certified training courses attended by CIS staff.
Perspective
Formula
Staff Development & Growth
Number of certified training courses attended by CIS staff
0–1
Benchmark
4
Threshold
2–3
>= 4
Trend
Increasing
Data Source
Training records at CIS
Responsibility
Training Department - CIS
14
Reporting Frequency (Internal)
Every 6 months
Reporting Frequency (for QAO)
Yearly (by 31 December)
Center for Information Systems, SQU
January 12th , 2016
Increase the quality of working environment
KPI Card ‫بطاقة قياس األداء‬
Code:
Unit / Department
Center for Information Systems
Objective
Increase the quality of working environment
KPI Statement
% satisfied staff
Description/Purpose
This KPI measures the percentage of satisfied staff in CIS with the working environment.
Perspective
Formula
Employee Satisfaction
Number of Satisfied staff / Total number of staff
0% – 39%
Benchmark
80%
Threshold
40% - 79%
>= 80%
Trend
Increasing
Data Source
Employee Satisfaction Survey
Responsibility
Director of Administration – CIS
15
Reporting Frequency (Internal)
Every 6 months
Reporting Frequency (for QAO)
Yearly (by 31 December)
Center for Information Systems, SQU
January 12th , 2016
Five Years Action Plan (2016-2020)
Action
No.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
16
Action Description
2016
2017
2018
2019
2020
Prepare and execute a staff development program
Prepare and execute a reward scheme
Increase office space and facilities
Upgrade/replace the HRFMS
Activate the SCCM or similar system
Prepare a testing environment
Upgrade the SQU Portal
Prepare ITSM policies
Monitoring system for the datacenter and the network
Identity Management System (Active Directory / SSO)
Information security auditing
Connect all devices to SQU Domain
Promote CIS in SQU charter
Upgrade the SIS
Upgrade to DMS
Upgrade file sharing service
Smart card and Kiosk system
NAC system
Disaster recovery and business continuity
Technical support ticketing system
Prepare 2021 – 2025 action plan
Center for Information Systems, SQU
January 12th , 2016
Mapping of Actions to Objectives
Action Numbers
Objectives
1
2
3
4
Obj. 1
Obj. 2
17
6
#
7
8
#
#
#
#
Obj. 4
#
#
9
10
11
12
#
#
#
#
Obj. 3
Obj. 5
5
#
#
#
#
#
#
#
#
13
14
15
#
#
#
#
16
17
18
19
20
21
#
#
#
#
#
#
#
#
#
#
#
#
#
Center for Information Systems, SQU
January 12th , 2016
Ongoing Soft Initiatives
•
List of policies and procedures
•
New frameworks:
–
–
–
–
Software development framework
New/update software solutions
Project management framework
A framework for technical support
•
Weekly seminars (not necessarily technical)
•
Appreciation program
•
List of service contracts and licenses
•
Services catalogue
•
Meetings with stakeholders
18
Center for Information Systems, SQU
January 12th , 2016
Ongoing Hard Initiatives
•
ERP and SIS (The QABAS Project)
•
Integrating the LIS with the SMS and email
•
New CMS project (previously known as DMS)
•
Expansion of the wireless coverages
•
New Timetabling solution for A&R
•
DC consolidation and virtualization project
•
Kiosks (self-services) solution
•
Upgrade and control of Internet lines
•
OJS solution for SQU Journals
•
Source code versioning control system
•
Automating the DPS Forms (total of 25 forms)
•
ITIL-compatible solution for ITSM
•
New services to the Portal
•
Network access control (NAC) system
•
Asset management system
•
New backup solution
•
File sharing solution (SQU Drive)
•
Upgrade of Hardware Load Balancer
•
Upgrade of Internet Link and infrastructure
Just to name few ….   
19
Center for Information Systems, SQU
January 12th , 2016
Thank You
Questions
Complains
Comments
Suggestions
Compliments
All are welcomed
20
Center for Information Systems, SQU
January 12th , 2016