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Collaborative Computing on an Institutional Level

Collaborative Computing on an Institutional Level. Steve Breeck, Harold Esche, Bill Richardson University of Calgary. University of Calgary. 30000 students 2300 faculty, 2700 staff $800M budget $250M in research. Students from 80+ countries 16 Faculties/53 Depts/30 Institutes

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Collaborative Computing on an Institutional Level

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  1. Collaborative Computing on an Institutional Level Steve Breeck, Harold Esche, Bill Richardson University of Calgary CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  2. University of Calgary • 30000 students • 2300 faculty, 2700 staff • $800M budget • $250M in research • Students from 80+ countries • 16 Faculties/53 Depts/30 Institutes • Big and Complex! CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  3. The History of IT at the University of Calgary (in only one slide) • First IT Unit in 1961 • First CIO in 2004 CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  4. Organizing IT • The Typical Question: Should IT be Centralized vs Decentralized? CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  5. Organizing IT • The Really Important Questions: What are the desired outcomes? What services are important to the University? Do you want operational excellence? Do you want innovation? What does the University need from IT in 5 years? • Are you going to be a CIO or an IT Director? CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  6. Fundamental IT Equation operational excellence + service focus + collaboration = Really Cool Stuff CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  7. ITAG Integrated Technology Action Group CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  8. What does ITAG Do? • Whatever it wants to do! • Communication between units • Identification of important issues • Delivery of solutions CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  9. First ITAG Project:Integrated Help Desk • Support environment in 2005 • IT responsibilities split across campus • UCIT integrating their support services • Unit support level vary from full to none • Users have to decide what their IT related problem was and who to call CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  10. The Vision User says to us, “I have a problem with my computer”. And an integrated Help Desk determines what that means and what to do to solve the problem. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  11. Pilot Project - Technical • Main players: • UCIT • Haskayne School of Business • Faculty of Kinesiology • Determine roles and responsibilities • Create an experts list of who knows what and who to contact • Integration of incident reporting tools • Six month pilot with concluding report to ITAG and the faculties CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  12. Pilot Project - Political/Cultural • Talking to people in the faculties about their support needs and desires • Educating support staff on the benefits of integration • Educating faculty and staff on how to use the new system • Use the new system, phone, email, web • Don’t come to my office and ask for help CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  13. Pilot Project Results • Surveys have indicated that users were generally satisfied with the Integrated Support model • There continue to be some people who preferred the old system CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  14. Original participants Department of Geography Faculty of Communications and Culture Campus Infrastructure Human Resources Engineering – in the works Medicine - in negotiation Support environment 2008 • Technical environment • Update incident management software and phone system • Ongoing work to improve self-support systems, FAQS, on-line how-to’s • Participants CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  15. UNITIS Project • UNIT Information System (UNITIS) • Developed internally by Department of Math over last 10+ years • Improved business processes • Improved data quality CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  16. UNITIS Project Simple Goals • Provide real-time, accurate information to websites (and administration) • Align best practices within unit, but still allow flexibility • Improve data quality • World Peace CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  17. Hurdles • Technical issues (easy part) • Development of concise project goal • Political challenges • Crosses potentially all information silos • Does not align with traditional funding models • No project champion at senior level • Evolving IT governance model CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  18. UNITIS - now • Evolution from concept to a product • Joint development effort with active development across faculties. • Deployment across many departmental units • Business plan developed • CANHEIT presentation next session! (Cassio Room) CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  19. File Storage Project • Project created by ITAG to address common file storage issues • Develop a plan to implement a best-practices approach to campus data storage • Implement a storage project working model • Make available campus wide CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  20. Storage Challenges • Many types of storage & storage infrastructure • Need for better storage management policies • Data protection and Disaster Recovery capabilities CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  21. Laptop Encryption Project • Proposed by UCIT Security Officer • Prevent the loss of confidential information & intellectual property due to the theft or loss of a U of C laptop by making the data inaccessible to unauthorized users • Cross platform support • Keep it simple for end user CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  22. Campus Information Management Project • Newest ITAG initiative • Looking at all information on campus and how it is gathered, stored, distributed • Not an “IT problem” - this touches all aspects of institutional activities • Will required buy-in from all levels of the university • Technical problems will likely be minor compared to cultural challenges CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  23. Looking into the future The future is here. It’s not just widely distributed yet. William Gibson CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  24. With that view … • Integrated IT Help Desks becoming Integrated Everything Help Desk? A “311” Service. • Department-centric services becoming Individual-centric services? A user-maintained service “mash up”. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  25. Some learnings – Day-to-day responsibilities slow progress on projects Sometimes hard to reach consensus Difficult to get interest from non-IT folks + Provides a place to build relationships Integrated is better than central or silo It takes time, but it is worth the effort CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  26. Questions or Comments ? CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

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