ITS Updates
Academic Senate
December 2013
Sue Traxler
Assistant Vice Chancellor for IT/CIO
Information Technology Focus 2013-14
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IT Strategic Plan
IT Prioritization Committees (Governance)
Technology Support Service (Support Model Change)
Project Management
Business Intelligence/Reporting
Staff Development and Customer Service Focus
Communications (IT Newsletter, email, etc)
Goals for Technology Support
Services Changes
To meet customer needs in a dynamic environment, ITS
Technology Support Services (TSS) must:
 Improve efficiency and promote standardization
 Centralize redundant tasks to better utilize staff time and
minimize impact on campus community’s productivity
 Focus on IT planning and cost saving measures
 Increase services/resources for the campus community
 Provide more needed services and increase staff resource pool
for campus
 Build relationships/improving transparency to campus
community
 Change culture to encourage more partnerships with campus
Technology Support Services
Changes Include
To become successful, ITS will:
 Consolidate staff
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Align all help desk and support staff in one organization
Develop common core competencies for the staff
Assign liaison and specialist roles to succeed in areas with special
needs
 Centralize operations
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Locate the staff in a single location supported by satellite offices
Develop and utilize a single tracking tool for operations and reporting
 Combine policies and procedures
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Implement common procedures with published exceptions
Manage and measure operational effectiveness with one set of KPIs
that can also address specific needs
Support Services Staffing
 Non-OIT support staff (Phase I ) to become OIT staff.
• Effective January 2, 2014
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Josh Savoy – ResNet
Joe Traynor – Library Support
Jim Wiese – College of EMS Support
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Tom Starling will remain in EMS as instrumentation specialist for College.
 OIT Support Services Professional Staff Grows To:
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Ken Wiegman
Patti Mitch
Matt Thompson
Nathan Manwiller
Josh Savoy
Joe Traynor
Jim Wiese
Tom Starling
Jerry Copus
Greg Riley
Sean Wolfe
Helpdesk/Service Locations
 Based in Library
 Posted satellite
office hours
 Use as needed
 Based on
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Distance (>5 minute walk)
Expected workload
Specialist support
Customer needs
 Tentative locations
 Ottensman – EMS
 Engineering – EMS/ Residence
Halls
 Royce – Residence Halls
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Location of Helpdesk– 1st floor Karrmann Library
North
The Look and Feel
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Next Steps – Moving Forward
 Critical Success Factors
 Alignment of staff into new structure
 Position description review
 Report changes for non-ITS support staff – January 2, 2014
 Space allocation, refurbishment and staff relocation
 Implementation of the new IT Priorities organization and PMCOE
 Development of post go-live milestones and measurements
 Target Dates
 Partial implementation start of Spring term (January 21, 2014)
 Full implementation including physical relocation – 1st floor Karrmann
move – Spring break, March 2014
 Ongoing – Evaluate and Evolve
Support
 Process for break/fix questions will be to call the Helpdesk
 Fastest support
 Call logged
 Directed to the right person
 Library Helpdesk hours are 7:30 am to 7:30 pm M-Th and 7:305ish Fridays;
 ResNet Helpdesk hours are 8-5 & 6-9 pm M-Th and 8-4 Fridays
 1 FT staff member on the Helpdesk, along with students
 More cross training across IT staff
 First call for support for a classroom will be to the helpdesk
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IT Prioritization Committees and Support
 Sets direction and priorities
 Scope:
IT Priorities
Executive Committee
Educational
Technologies
Administrative
Systems
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Work requiring more than 24 hours
Cost greater than $5,000
An existing project cost adjustment > 25%
Work/impact broader than one campus department or
equivalent unit
 Requires coordination across IT
 Involves standing up a new technology or expanding
functionality of an existing solution
Infrastructure
• Supports
prioritization process
• Leads/supports
project planning and
implementation
Project
Management
Center of
Excellence
(PMCOE)
Technology Support Services/
Help Desk
• Supports hardware/software usage
• Provides service to the University
• Partners with Faculty, Lab Managers,
Administrative Staff, ITS/MTS
IT Prioritization Goals
 Align IT investment with the strategic mission, academic
plans, financial resources, and initiatives of UW-Platteville.
 Establish IT policies that support strategic, university-wide
IT priorities.
 Oversee the overall funding model for IT expenditures on
campus.
 Define technical standards and ensure institution-wide IT
infrastructure services align with constituent needs.
 Establish best practices and tools for IT across campus.
IT Prioritization Committee Structure
 Executive IT Committee
 Overall responsibility for ensuring IT alignment with the
central mission.
 Review, prioritize, integrate and approve/reject
recommendations from other 3 committees.
 This committee will recommend technology changes to the
Chancellor for final approval.
 Administrative Systems Committee (advisory)
 Educational Technology Committee (advisory)
 Infrastructure Committee (advisory)
Benefits of IT Prioritization
Committees
 Provide clearer framework to an improved technology
prioritization and planning process.
 Replace
 TOPC (Technology Planning and Priorities Committee)
committee
 PASS Steering committee
 BI (Business Intelligence) steering committee
 Partner closely with our newly formed PMCOE (Project
Management Center of Excellence) office.
 Will make project decisions 3 times per year.
Executive IT Committee
 Assistant Vice Chancellor for IT/CIO, Sue Traxler (Chair)
 Vice Chancellor for Administrative Services (Robert G. Cramer) or
permanent designee
 Provost & Vice Chancellor for Academic Affairs (Mittie Nimocks Den
Herder) or permanent designee
 Chair, Administrative Systems Committee (Two-year appointment)
 Chair, Educational Technology Committee (Two-year appointment)
 Chair, Infrastructure Committee (Two-year appointment)
 Project Management Center of Excellence Director or Project
Manager (Support)
 Administrative Staff Member (LTE Support)
Administrative Systems Committee
 A representative appointed from the following areas:
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Administrative Services Division
Provost’s Division
Student Affairs
Academic Affairs
Admissions/Financial Aid
University Advancement
 An academic representative appointed by Provost Mittie
Nimocks Den Herder or the Faculty Senate
 Assistant Vice Chancellor for IT/CIO, Sue Traxler
 Project Management Center of Excellence Director or Project
Manager (Support)
 Administrative Staff Member (LTE Support)
Educational Technology Committee
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Faculty Member, BILSA – chosen from AITC membership
Faculty Member, LA&E - chosen from AITC membership
Faculty Member, EMS - chosen from AITC membership
Provost’s appointee
Media Technology Services representative
ICET Director or permanent designee
Student Representative (STAC)
Assistant Vice Chancellor for IT, Sue Traxler
Services for Students with Disabilities
Director of Social Community
Project Management Center of Excellence Director or Project
Manager (Support)
 Administrative Staff Member (LTE Support)
Infrastructure Committee
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Provost-appointed academic representative
Alternate Delivery Systems representative (technology focused)
Resnet (or other area) representative (technology-focused)
Media Technology Services representative
Deputy CIO
Office of Information Technology representatives (1-3)
Project Management Center of Excellence Director or Project
Manager (Support)
 Administrative Staff Member (LTE Support)
IT Prioritization: Timeline
 Call for projects – week of December 2nd
 Project requests for summer implementation due to
PMCOE office - January 15
 Research and analysis completed for submitted
projects – mid February
 Projects reviewed and ranked by advisory committees
– end of February
 Projects prioritized by Exec Committee – mid March
Computer Labs
 Currently over 1690 computers in labs
Engineering
Library
Bears Den
872
189
102
 Need data on what computers are being used
 Larger campus involvement on where to reduce
 Testing virtual desktop tools to use college software and
images on personal computers
 Exploring more data/power areas for better use of
personal devices – collaborative areas
Questions