Information Technology Services Organization January 2012 Information Technology Services Organization Table of Contents IT Services Vision and Mission ......................................................................................................... 3 IT Services Strategic Priorities ......................................................................................................... 3 IT Services Business Model ............................................................................................................. 4 IT Services Organization .................................................................................................................. 5 Application Services .................................................................................................................. 6 Information Management Services .......................................................................................... 7 Infrastructure Services .............................................................................................................. 8 Network & Communications .................................................................................................... 9 Customer Support Services ..................................................................................................... 11 Program & Project Management Office ................................................................................. 12 IT Architecture & IT Security ................................................................................................... 12 Administration ........................................................................................................................ 13 Going Forward ............................................................................................................................... 14 Appendix A – Summary Organization Charts ................................................................................ 15 About this document This document outlines the new organizational structure for Information Technology Services (IT Services). We will organize around four primary service lines and four support functions. The four service lines represent our core business activities in the areas of Application Services, Information Management Services, Infrastructure Services, and Networking & Communications. The four support functions – Customer Support Services, Program & Project Management Office, IT Architecture & IT Security, and Administration – perform activities critical for quality customer support, organizational planning and coordination, technology planning and coordination, risk management, and effective but efficient operations. The new organizational model realigns our resources to advance how we develop and implement enterprise applications, manage institutional information, support campus-­‐wide infrastructure, and evolve our network and communications technologies. It is our intent to be information technology leaders in a manner that both enables the university’s mission and promotes the achievement of greater IT cost efficiencies. As a guide to understanding the new organization, this document provides an overview of the main organizational functions and the teams that comprise them. Summary organization charts are also included. The IT Services management team and I welcome your questions, feedback and suggestions. With enthusiasm, I look forward to a prolific and productive future for UCLA IT Services. Sincerely, Andrew Wissmiller Associate Vice Chancellor Information Technology Services 2 IT Services – January 2012 IT Services Vision and Mission Information Technology Services (IT Services) is UCLA’s largest (but also one of many) providers of technology services to the university. We partner with many academic, research and administrative units throughout UCLA to enable their mission, enhance their effectiveness and allow them to leverage cost effective IT infrastructure. We serve more than 60,000 students, faculty and staff through enterprise applications, information management, collaboration solutions, computing platforms, storage, data center facilities, and the campus‐wide voice and data networks. Our vision is to: 
Be the best IT service provider at UCLA 
Be a leader in higher education IT 
Deliver innovative IT that enables UCLA’s aspirations to be the leading 21st century public research, learning and community service university IT Services Strategic Priorities We will build on our core strengths and our deep understanding of the university’s challenges and needs to provide institutional information technology services. We will embrace an entrepreneurial spirit, build strong partnerships with our customers and other departments on campus, evaluate whether to provide solutions and/or source them, and adopt a more service oriented delivery model. 
Align with service delivery models that are emerging in our industry (i.e., private and public cloud, everything as a service … XaaS) 
Be service providers and service brokers (i.e., provide some services directly, strategically source others or both) 
Build partnerships and better relationships with more administrative units and campus departments; market our services better 
Increase customer responsiveness through integration (single view of the customer) and continuous improvement of service management processes 
Evolve into a more horizontal organization—more customer facing, more leveraged support functions and a less insular organization 
Be innovative in our management practices—build capabilities for market, price and competitive analysis; robust cost accounting and billing; investment analysis, asset management, contract and portfolio management IT Services – January 2012 3 IT Services Business Model Current economic challenges, new institutional objectives and a rapidly changing information technology landscape call for the delivery of IT products and services that are quite different from those of a relatively short time ago. A new business model designed to develop institutional IT capabilities and deploy them in new and different ways is needed to enable our organization to achieve current goals and pioneer new ones. Our strategy embraces two key principles that we believe are significant to our customer-­‐service-­‐oriented direction and institutional mission: •
Customer Intimacy — Understand what our customers need, build strong customer relationships, and excel in customer service with valued products and services •
Operational Excellence — Focus on superb execution, be highly efficient and effective in streamlining operations, and reduce costs and cycle times The framework below represents our operating model for how we will deliver products and services to our customers. Our portfolio is organized as four services lines: Software-­‐as-­‐a-­‐Service (SaaS), Information-­‐as-­‐a Service (IaaS), Platform-­‐as-­‐a-­‐Service (PaaS) and Network-­‐as-­‐a-­‐Service (NaaS). These primary service lines are supported by functions that enable and sustain their operations: Customer Support Services, Program and Project Management, IT Architecture, IT Security, and Administration. Program Management
Portfolio and Project Management
Administration
Finance, HR and Adminisrative Support
Information as a Service (IaaS)
Information Management and Business Intelligence
IT Security Software as a Service (SaaS)
Business and Student Enterprise Applications
IT Architecture
Customer Support Services
Service Management and Customer Support Platform as a Service (PaaS)
Desktop, Collaboration, Platform, Storage and Data Center Services
Network as a Service (NaaS)
Network and Communication Services
4 IT Services – January 2012 IT Services Organization The merger of Administrative Information Systems (AIS) and Communication Technology Services (CTS) affords an opportunity to align our organization in a manner that supports our strategy, priorities and operating model. Information Technology Services
Associate Vice Chancellor
Andrew Wissmiller
Application Services
Information Management Services
Infrastructure Services
Networking & Communications
Director, Information Management Services
Albert Wu
Director, Infrastructure Services
Kamyar Zare
Director, Networking & Communications
Michael Van Norman
Director, Application Services
Anet Avanessian
Director, Student Applications
Edith Celestine
·∙ ·∙ ·∙ ·∙ ·∙ ·∙ ·∙ Financial System
Payroll System
Procurement System
Financial Aid & Shared Systems
Student Records
Admissions & Distributed Systems
Billing & Accounts Receivable
Director, Information and Data Strategy
Donna Capraro
·∙ ·∙ ·∙ ·∙ ·∙ ·∙ Platform Development
Systems Integration
Web Strategy & Content
Business Intelligence & Decision Support
Enterprise Data Warehouse
Database Architecture & Engineering
Customer Support Services
Program & Project Management Office
Director, Customer Support Services
Gwen McCurry
Director, Program and Project Management
LeAnn Story
·∙ ·∙ ·∙ ·∙ ·∙ Service Management
Bruin Online Customer Support
UCLA Information Center
Marketing & Communications
Training Center
·∙ Program & Project Management
Director, Enterprise Messaging and Data Center Operations
Mark Bower
·∙ ·∙ ·∙ ·∙ ·∙ ·∙ Desktop Support
Systems Engineering
Mainframe Systems
Data Center Operations
Campus Systems
Enterprise Messaging
Director, Communications Infrastructure
Janice Bundy
·∙ ·∙ ·∙ ·∙ ·∙ ·∙ ·∙ ·∙ ·∙ IT Architecture & IT Security
Director, IT Architecture
Shan Kandaswamy
Backbone Network Services
Access Network Services
Voice Services
Network Engineering
Systems Engineering
Infrastructure Engineering
Consulting & Contract Services
Field Services
Service Fulfillment
Administration
Director, Administration (CAO)
Debbie Goldwater
Director, IT Security
Ross Bollens
·∙ ·∙ IT Architecture
IT Security
·∙ ·∙ ·∙ ·∙ Budget & Finance
Procurement & Asset Management
Human Resources
Administrative Support
The sections that follow outline the new IT Services functional units and teams. Many of the new functions are mergers between AIS and/or CTS units. Individuals transferring beyond these merged functions are noted at the end of each section, if applicable. Summary organizational charts are also provided in the appendix. IT Services – January 2012 5 A pplication Services combines AIS Business Applications, AIS Student Applications and application development resources from various CTS units. The group supports UCLA enterprise applications (some used by the UC Office of the President and UC Merced) and systems used internally by IT Services. The unit is responsible for implementation and on-­‐going operations including design, development, configuration, testing, deployment, enhancement, upgrade, administration, maintenance, documentation and overall product management. A combined applications delivery team presents opportunities to better leverage business analysis, common methodology and tools, architectures and technical capabilities to respond more quickly to business demands. It also provides an opportunity to adopt better practices related to reusability, usability, accessibility and mobility. Key initiatives for the Applications Services unit include conversion to a system-­‐wide Oracle/PeopleSoft HRMS solution, upgrade of the UCLA financial systems, the integration of key student websites and modernization of legacy student applications. •
•
•
Business Applications supports the design, development and operation of: •
Financial System applications comprised of Budget, Journal Entry, General Ledger, Interdepartmental / Intercampus Recharge, Transfer of Funds, Electronic Funds Transfer, Non-­‐
Payroll Expenditure Adjustments, Encumbrance, Chancellorial Commitment and Consolidated Gift Management. •
Payroll/Personnel Systems that encompass PPS, EDB Inquiry / Update, Time Reporting System, Web Payroll Expense Transfer, Web Garnishment and Child Support, Web Merit, Web Payroll Entry, Post Authorization Notification (PAN), FasTrax, Staffing System and Effort Reporting. •
Procure-­‐to-­‐Pay Systems that consist of BruinBuy, Accounts Payable and Supplier/Vendor Portal. Student Applications supports the design, development and operation of: •
University Identification (UID) / Shared Components provides unique identification numbers to students and employees of the university. •
Financial Aid System provides approximately $430,000,000 in aid (grants, loans, scholarships and work study) to about 22,500 undergraduate and graduate students annually. •
Student Records System stores academic records and supports degrees and programs, class scheduling, registration, enrollment grading and academic revisions, transcripts, degree progress and verification of enrollment. •
Admissions System processes more than 120,000 applications annually for Undergraduate and Graduate admissions and the professional schools (Medical, Dental, Law and Anderson School of Management). •
University Records System Access (URSA) allows students to state their intent to register, enroll in classes, view grades, access their consolidated bill, view degree progress and update personal information. •
Billing and Accounts Receivable (BAR) assesses tuition for over 12 million students every term. A consolidated bill incorporates charges from Student Financial Services, Housing and Transportation. IT Services Applications provides systems analysis, applications development, project tracking and reporting services for internal IT Services systems. Transferring In Vladimir Vasquez, Loi Lam and Muriel Zhu from Planning, Communications & Customer Support Kent Lee from Administration 6 IT Services – January 2012 Transferring Out I nformation Management Services (IMS) combines the former AIS Middleware Services and AIS Information Services. The unit specializes in identifying and managing solutions for the optimal use of information across UCLA. IMS applies an information-­‐centric approach, combining structured and unstructured data across the organization, to deliver integrated information access and analytic solutions that support decision making for 21st century knowledge workers and operations that require institutional level data. IMS aims to spark a revolution in the way UCLA views and manages information. Instead of treating data as discrete and often separate blocks, IMS takes an information-­‐
centric approach by transforming silos of data into an integrated information cloud. Rather than proliferate disparate data delivery mechanisms across data domains, IMS provides coherent, architected and directed information delivery solutions for data provisioning, reporting and analytics. IMS also supports full lifecycle enterprise data management practices. •
IMS Platforms Development researches, identifies, recommends and develops software solutions for IMS-­‐managed programs. Areas of focus include identity and access management, data provisioning middleware and enterprise data access and search. The team also functions as a software development resource for other areas within the IMS organization, for example, to develop custom content management system modules and/or system integration connectors. •
IMS Systems Integration designs and engineers IMS-­‐managed systems. The team is responsible for configuring and integrating vendor and in-­‐house developed components to deliver solutions for all IMS-­‐managed programs. The team has program management responsibilities for identity and access management (IAMUCLA) and provides second level engineering support and technical consulting for IMS-­‐managed solutions. •
Web Strategy & Content concentrates on developing, evangelizing, and enforcing best practices for web content creation, management and user interaction design. The team works closely with UCLA Communications and the campus communities to insure compliance with UCLA web content branding, usability and accessibility standards. The group has program management responsibility for the Web Content Management Services, including the Campus Services Portal. •
Business Intelligence & Decision Support drives the transformation of data into information and analytics through the development of reports using Cognos and ad-­‐hoc reporting requests within the Data Warehouse. The group provides first level end user support for Cognos, conducts Cognos training, and provides performance management and decision support solutions. •
Enterprise Data Warehouse provides a central repository of integrated, timely, accurate, and consistent data to support UCLA decision-­‐makers and analysts, improve quality, and streamline operations. The team is responsible for maintaining a master meta-­‐data repository for institutional information and the analysis, design, and loading of data for operational and analytical reporting. •
Database Architecture & Engineering supports development of institutional information architecture and the design of data models for enterprise applications. The team is responsible for information lifecycle management from analysis, design, and presentation to security and for performance management; managing data quality and metadata standards; and practices for data provisioning, performance, backup and recovery. IT Services – January 2012 7 I nfrastructure Services combines the former AIS Infrastructure Services, CTS Network Managed Services and CTS Managed IT Systems to focus on the design, development, delivery and refinement of the IT Services catalog; provisioning and management of platform-­‐as-­‐a-­‐service (PaaS); and reliable mainframe and data center operations. Infrastructure Services also provides campus-­‐wide email, calendaring, mailing list and mass email distribution solutions. The group provides services that are scalable and secure to both a broad cohort of campus departments and foundational to the operation of centrally administered enterprise applications. The team assists the campus in the efficient use of University resources through an expanded IT infrastructure service offering, the delivery of reliable institutional (commoditized) services; and, when appropriate, the engineering and administration of infrastructure that is best managed centrally. •
Desktop Services provides support to campus departments for desktops, laptops, mobile devices, servers, network access, printer connectivity, remote connectivity, email, antivirus software, data backup and archiving. •
Systems Engineering is responsible for management of virtual infrastructure, systems administration, storage, data center networking, backup and disaster recovery for both centrally supported applications and as a service to campus departments. •
Mainframe Systems provides systems programming, storage, production support, job scheduling, access services and mainframe disaster recovery for business, student and other enterprise applications. •
Data Center Operations maintains and monitors mission critical data center facilities and environmental infrastructure, manages production operations, batch processing, and offsite tape management. This group also provides campus co-­‐location or physical hosting of computer equipment in a secure environment with 24/7/365 monitoring, redundant and high-­‐availability power, air conditioning and networking. •
Campus Systems supports personal web hosting, antivirus software, Bruin Post mass email distribution, Mailman and Sympa mailing list services, Network News Transfer Protocol (NNTP), Campus Proxy, and Bruin Online email virtual infrastructure and storage servers. •
Enterprise Messaging provides Exchange email, mobile device and voice message access, calendaring, storage, archiving, Outlook Web Access, Active Directory, and SharePoint services for campus departments. The team is also working on the implementation of student Gmail. Transferring In Donna Wilson from Planning, Communications & Customer Support Jeff Tritt, Matt Abracen, Ralph Guglielm and Mike Choe from Infrastructure & Project Services 8 IT Services – January 2012 Transferring Out Ken Lee, Leon Chen, Sue Chang, Melvin Barcenas, Ibrahim Duymayan and Andres Castaneda to Networking and Communications Eugene Acosta, Henry Chang, Timothy Kang, Louisa Ovanesian and the current BOL student support team to Customer Support Services N etworking & Communications incorporates the former Network Engineering & Operations, Infrastructure & Project Services, Network Services (from Managed Network Services), Customer Service Center, and Mobile Program (from Planning, Communications, and Customer Support) to unify the delivery of networking and voice services. The unit is aligned along three branches -­‐ Infrastructure, Operations and Engineering. The Infrastructure branch has overall responsibility for the underlying physical plant on which the campus network and communications structure is built. The Operations branch provides campus-­‐level networking and telecommunications services (voice, video, data, and wireless). The Engineering branch oversees the planning, design, testing and lifecycle management of the services provided by the other two branches. The scope of responsibilities includes all campus networking and telecommunications systems and services for voice, video, data, and wireless, as well as the infrastructure necessary to support these systems and services and encompasses all on-­‐premise, off-­‐premise, and contracted services across the telecommunications spectrum. Bringing the networking groups together affords opportunities to streamline service delivery, standardize technology choices, remove redundancies and treat the network as a unified campus resource. Joining networking and voice services will promote technology convergence, more cost effective and more robust operations, and a more rational service delivery model. Operations •
Backbone Network Services is responsible for operation of the campus backbone network, in particular, IP routing and external connectivity; 800 MHz radio services; and cable television services. •
Access Network Services is responsible for providing network access services at the switch level, in addition to campus wireless Ethernet services. •
Voice Services is responsible for operating the campus voice communications switching, call control and call processing systems. Engineering •
Network Engineering is responsible for providing technology assessment, design and engineering services in support of the activities of the Operations groups in Networking & Communications. In addition, Network Engineering provides consulting on networking technologies and solutions to the broader campus community. •
Systems Engineering is responsible for the systems that provide core networking services (DNS, NTP, SMTP, etc.), as well as backbone network monitoring, security and traffic analysis systems. In addition, the group provides systems level programming support for software defined networking platforms and other emergent technologies. •
Infrastructure Engineering is responsible for the design of the campus intra-­‐ and inter-­‐building plant facility, including copper and fiber backbones and associated infrastructure pathways. The group is authoritative for campus cabling standards and oversees the infrastructure design of capital projects and significant remodels. Infrastructure Engineering also manages the installation build out for campus communications and networking infrastructure. Infrastructure •
Consulting & Contract Services is responsible for supporting specialty and large-­‐scale communications requests; managing contracts for cable installation, engineering design and/or design professional agreements; and overseeing the campus’ cellular carrier contracts. IT Services – January 2012 9 •
Field Services is responsible for the installation, repair and maintenance of cabling, instruments, and other field deployed devices. Field Services will also have quality inspection oversight of the campus outside copper and fiber plant facility. •
Service Fulfillment is responsible for provisioning communications service requests, including instruments, calling features, telephone lines and Contact Center applications. In addition, Service Fulfillment is responsible for responding to IT Services requests for cabling and coordinating those requests from request initiation to completion. Transferring In Ken Lee, Leon Chen, Sue Chang, Melvin Barcenas, Ibrahim Duymayan and Andres Castaneda from Managed Network Services Bill Lundy, Mary Anne Chapman, David Lembke, Lily Weiland, Ricky Chaparro, Crystal Bowens, Edwin Norman and Terry Ortega from Planning, Communications and Customer Support Aryan Mehta and Patty Herrera from Planning, Communications and Customer Support 10 IT Services – January 2012 Transferring Out Jeff Tritt, Matt Abracen, Ralph Guglielm and Mike Choe to Infrastructure Services C ustomer Support Services brings together customer assistance and help desk functions to support key principles in our business model related to customer intimacy and excelling in the delivery of valued products and services. Core capabilities include improving customer service through the Service Management initiative, establishing a new Customer Relationship Management (CRM) function to support a customer-­‐centric philosophy and vision of “being the best IT service provider at UCLA” and support for customer marketing, communications and training. •
Service Management supports ITSM process reengineering, service desk operations and quality management. Service Management includes reengineering of service processes, training and implementation of ServiceNow. Service Desk provides information and technical assistance for centrally-­‐administered applications and services (e.g. BruinBuy, Campus Data Warehouse and other IT Services). Quality Management supports collection, analysis and reporting of customer and quality performance metrics. •
Bruin Online Customer Support provides first level support for a suite of BOL services (e.g. UCLA Logon, Email, Personal Web Hosting, Campus VPN, Campus Proxy, Campus Wireless, Antivirus Software, Mailing Lists, Walk In Consulting etc.). In addition, first level phone and email support for Enterprise Messaging requests will be provided by this team. •
UCLA Information Center provides directory information and call assistance to UCLA Campus, Health System and the public at large. Conference Services are also provided to UCLA staff and faculty. The team also supports Directory Service updates and requests for listings in commercial directories. •
Marketing & Communications provides design services for department marketing collateral, web applications, graphics and publications. The Communications function provides original writing and editing for customer and staff communications and supports customer outreach activities. •
Training Center is responsible for developing and delivering training to campus customers and staff on department products and services utilizing a blended learning model. Transferring In Nisi Vidato, Hania Brooks, David Burdsall, Sheree Chan and Anna Lynne Santa Cruz from Service Management & Service Desk Mike Quirk, Canela Cox, Jane Karkus, Pat Jenkins, Kell Sims and Greg Smith from Repair Call Center & Quality Management Eugene Acosta, Henry Chang, Kevin Delavega, Timothy Kang, Louisa Ovanesian and the current BOL student support team from Managed Network Services Transferring Out Vladimir Vasquez, Loi Lam and Muriel Zhu to Applications Services Donna Wilson to Infrastructure Services Bill Lundy, Mary Anne Chapman, David Lembke, Lily Weiland, Ricky Chaparro, Crystal Bowens, Edwin Norman, Terry Ortega to Networking & Communications Aryan Mehta and Patty Herrera to Networking & Communications Dierdra Lake, Nancy Guillen, Carolyn Phin and student billing assistants to Administration IT Services – January 2012 11 P rogram & Project Management Office (PMO) is a new unit created to lead and facilitate the use of project management methodologies, standards, tools and best practices. The PMO promotes effective project processes, quality deliverables, customer satisfaction and successful project outcomes through central orchestration and governance. The team provides project leadership and project management skills in terms of the development and tracking of detailed project plans, coordination of functional and technical activities and execution of project management processes such as scope management, budget management, change control, issue resolution, risk management and status reporting. The PMO aligns with business stakeholders to create, prioritize and execute the project portfolio and engage a broad range of executive leadership, functional stakeholders and campus constituents in appropriate change leadership and communication activities. The team also supports specific implementation efforts such as UC Path, the system-­‐wide Oracle/PeopleSoft HRMS implementation where the PMO coordinates with central UC teams and across the UCLA campus to establish project governance, manage project activities and engage stakeholders for this significant business and systems transition. I T Architecture & IT Security are former AIS teams joined to leverage synergies in defining frameworks, standards and best practices for both the Architecture and Security domains. The teams facilitate establishment of target architectures and have responsibility for promoting better practices, developing skills, maturing capabilities and promoting compliance with patterns that simplify design, accelerate development, promote reuse and reduce risk. •
IT Architecture is responsible for producing and maintaining the enterprise technology strategy, architecture, standards, methods and tools used across IT Services. The team works collaboratively with the IT Services management team to establish strategy, principles and standards for an integrated IT architecture framework that includes business architecture, application or solution architecture, data architecture, technology architecture and network architecture. The team also supports processes and automation tools involved in the development, operation and maintenance of a system or software product over the span of its lifecycle from requirements definition to retirement. •
IT Security is responsible for campus information security policies, leadership in university information security practices and oversight of IT Services information security methods. The team aims to promote data security, security policy compliance and safe computing practices across campus business units and academic departments through prevention, detection, investigation, analysis and remediation of security threats and breaches. The group also provides information security education and training. The function has multiple reporting relationships—to the AVC, IT Services for the overall information security program, the Vice Chancellor Legal Affairs to support compliance with federal, state, local, university and other regulatory policies and laws, and IT architecture to facilitate incorporation of the security strategy and practices into our overall IT architecture framework. 12 IT Services – January 2012 A dministration combines the former AIS and CTS Administration groups and is organized into four units – Budget & Finance, Procurement & Asset Management, Human Resources and Administrative Support. The unit will also include Campus Billing from Planning, Communications and Customer Support. The AIS Service Management and Service Desk groups will transition to the new Customer Support Services unit. 
Budget & Finance is responsible for the department’s financial operations including budget development and management, financial planning and forecasting, report development, and application of financial policies. Budget management includes development of annual and revised budgets and recharge rates. Financial analysis and reporting includes preparation of financial statements and support for financial decision making. Accounting oversees the monthly general ledger reconciliation. The Billing, Recharge and Accounts Receivable processes include the processing of campus, intercampus and sundry recharges, and forecast customer revenue. 
Procurement & Asset Management is responsible for the lifecycle management of departmental assets. Procurement includes processing requisitions, purchase orders, receiving goods, payment of invoices and working with Campus Purchasing to develop RFIs, RFPs and RFQs. The group manages department contracts and assets from acquisition until disposal and maintains documentation for department expenses including Express Reimbursements and Pcard purchases. Campus Billing is responsible for the administration, resale and sundry debtor portions of departmental billing for voice, data, video and other IT services. The Storeroom group maintains the inventory to meet the requirements of the Field Operations and Cable Operations work groups. 
Human Resources provides support for departmental HR activities in two areas – HR Management and Workforce Development. HR Management provides assistance related to recruitment, time reporting, payroll reconciliation, Personnel Action Forms (PAFs) and also provides first level consultation for benefits, worker compensation, employee relations, leaves of absence and labor contract policies. Workforce Development is responsible for developing strategies, processes and tools that support recruitment, professional development, training, performance management and retention. This includes development of an IT skills framework, talent assessment, coaching, career development and succession planning. 
Administrative Support has three primary responsibilities – General Office Support, Business Continuity, and Internal Controls & Audit. General Office Support is responsible for office reception, meeting schedules, office access, equipment, supplies, parking, space planning and facilities. Business Continuity is responsible for the development and coordination of both the department UC Ready Business Continuity Plan and the Emergency Response Plan. Internal Controls & Audit is responsible for the documentation and monitoring of internal controls including SAS112, the Accountability Matrix, equipment management and other business process controls. Transferring In Dierdra Lake, Nancy Guillen, Carolyn Phin and student billing assistants from Planning, Communications and Customer Support Transferring Out Nisi Vidato, Hania Brooks, David Burdsall, Sheree Chan and Anna Lynne Santa Cruz to Customer Support Services Kent Lee to Applications Services IT Services – January 2012 13 Going Forward A realigned IT Services organization is only a starting point. Each of our units will continue work to refine their specific missions, further integrate merged AIS and/or CTS teams, build new capabilities and make continuous improvements in their operations. Additional steps we will take to further strengthen our organization and communicate with our campus stakeholders include: 
Announce the new IT Services organization to campus stakeholders ‐ Imminent 
Release the new IT Services Web Portal, an integrated gateway to our resources, products and services – February 2012 
Launch the IT Services infrastructure services catalog – April 2012 
Host an IT Services stakeholder briefing and open house – April 10, 2012 
Refine job titles and descriptions via our new CareerLink framework – Spring 2012 
Renew the IT Services strategic plan within the context our new organizational framework – Spring 2012 
Reengineer and improve our service management processes and tools (ServiceNow) – Continuous “Information technology threads through almost every aspect of university work and has become an essential means of research, education, community involvement, communication, scholarly interaction, and social interaction.” UCLA IT Strategic Plan, 2009‐2018 14 IT Services – January 2012 Information Technology
Services
Associate Vice Chancellor
Andrew Wissmiller
Application Services
Director, Application Services
Anet Avanessian
Information Management
Services
Infrastructure Services
Networking &
Communications
Director, Information
Management Services
Albert Wu
Director, Infrastructure Services
Kamyar Zare
Director, Networking &
Communications
Michael Van Norman
Director, Information and
Data Strategy
Donna Capraro
Director, Student Applications
Edith Celestine
Financial System
Payroll System
Procurement System
Financial Aid & Shared Systems
Student Records
Admissions & Distributed
Systems
Billing & Accounts Receivable
Platform Development
Systems Integration
Web Strategy & Content
Business Intelligence & Decision
Support
Enterprise Data Warehouse
Database Architecture &
Engineering
Customer Support Services
Program & Project
Management Office
Director, Customer
Support Services
Gwen McCurry
Director, Program and
Project Management
LeAnn Story
Service Management
Bruin Online Customer Support
UCLA Information Center
Marketing & Communications
Training Center
IT Services – January 2012
Appendix A‐1
Program & Project Management
Director, Enterprise Messaging
and Data Center Operations
Mark Bower
Desktop Support
Systems Engineering
Mainframe Systems
Data Center Operations
Campus Systems
Enterprise Messaging
IT Architecture & IT Security
Director, IT Architecture
Shan Kandaswamy
Director, Communications
Infrastructure
Janice Bundy
Backbone Network Services
Access Network Services
Voice Services
Network Engineering
Systems Engineering
Infrastructure Engineering
Consulting & Contract Services
Field Services
Service Fulfillment
Administration
Director, Administration (CAO)
Debbie Goldwater
Director, IT Security
Ross Bollens
IT Architecture
IT Security
Budget & Finance
Procurement & Asset
Management
Human Resources
Administrative Support
Information Technology Services
Associate Vice Chancellor
Information Technology Services
Andrew Wissmiller
Director, Information
Management Services
Albert Wu
Director, Application Services
Anet Avanessian
Director, Information and Data
Strategy
Donna Capraro
Director, Student Applications
Edith Celestine
Manager, Financial Aid &
Shared Systems
Mimi Belete
Manager, Financial System
Kamran Khairzad
Supervisor, Business
Intelligence & Decision
Support
Veronica Garcia
Manager, Student Records
John Cramer
Supervisor, IT Services
Applications
Vadimir Vasquez
Manager, Enterprise Data
Warehouse
Hilda Manougian
Manager, Admissions &
Distributed Systems
Candace Jones
Manager, Payroll System
Wen Tang
Manager, Database
Architecture & Engineering
Ed Pinuelas
Manager, Billing &
Accounts Receivable
Norma Morelock
Director, Networking &
Communications
Michael Van Norman
Director, Infrastructure Services
Kamyar Zare
Director, Enterprise Messaging &
Data Center Operations
Mark Bower
Manager, Desktop Support
Dean Berreth
Manager, Data Center
Operations
Tony Escobar
Manager, Backbone
Network Services
Scott Harvey
Manager, Infrastructure
Engineering
Mark Direske
Manager, Systems
Engineering
Readius Hinton
Manager, Campus Systems
Jeff Khoury
Manager, Access Network
Services
Ken Lee
Manager, Field Services
Linwood Ceruti
Manager, Mainframe
Systems
Nancy McGillivray
Manager, Enterprise
Messaging
Jason Zhu
Manager, Voice Services
Tim Garrett
Manager, Service
Fulfillment
Alice Ovanesian
Manager, PAC/BruinBuy
System
Open Position
Manager, Network
Engineering
Dave Parsons
Manager, Consulting &
Contract Services
Zach Patalingjug
PeopleSoft Technical Lead
Derrick Flowers *
Supervisor, Systems
Engineering
Chris Stromsoe
IT Services – January 2012
Appendix A‐2
Manager, IMS Platform
Development
Dattathreya Sharma
Director, Communications
Infrastructure
Janice Bundy
IMS System Integration
Manager, Web
Strategy & Content
Quyen Vaillant
Information Technology Services
Associate Vice Chancellor,
Information Technology Services
Andrew Wissmiller
Director, Customer Support
Services
Gwen McCurry
Director, Program and Project
Management
LeAnn Story
Director, IT Architecture
Shan Kandaswamy
Director, IT Security
Ross Bollens
Director, Administration (CAO)
Debbie Goldwater
Manager, Service
Management
Nisi Vidato
Program and Project
Management
IT Architecture
IT Security
Manager, Budget & Finance
Open Position
Manager, Bruin Online
Customer Support
Eugene Acosta
Associate Director,
Procurement & Asset
Management
Constance Jordan
Manager, UCLA
Information Center
Marie Labrie
Human Resources
Supervisor, Marketing and
Communications
Val Trullinger
Administrative Support
Manager, Training Center
Allyson Kleinbrodt
IT Services – January 2012
Appendix A‐3