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Managing Increased Complexity

Managing Increased Complexity. John Saville – Head of IT Services University of the West of England, Bristol john.saville@uwe.ac.uk. Who Are We?. University with 25,000 students 3,000 staff 8 x campuses (WAN) 5,000 networked PC's (Windows 3.1) 60 x NetWare 3.2 servers 15 x UNIX Servers

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Managing Increased Complexity

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  1. Managing Increased Complexity John Saville– Head of IT Services University of the West of England, Bristol john.saville@uwe.ac.uk

  2. Who Are We? • University with 25,000 students • 3,000 staff • 8 x campuses (WAN) • 5,000 networked PC's (Windows 3.1) • 60 x NetWare 3.2 servers • 15 x UNIX Servers • Emerging Islands of NT

  3. The Driving Force Behind Complexity - Yesterday • Series of autonomous / isolated Faculties • No cross movement of staff / students • No enterprise-wide applications • No communications internal / external • No standards • No IT enabled teaching • NO MONEY Problems

  4. The Driving Force Behind Complexity - Today • MAR - Mobility of Students • 24x7 services • ICT – Electronic Resources • Remote Access • Multi-casting • e-Stratregy

  5. The Challenge To introduce the required services and cut 10% off departmental and capital costs

  6. The 80’s Dream – The 90’s Nightmare “the dream of cheap powerful workstations in the 80’s has become the enterprise managers nightmare”

  7. Demands Pro-active management of infrastructure Re-active problem resolution is no longer acceptable The Reality Integration of Applications and Student Expectation

  8. The Users Total Experience is EVERYTHING • Availability of service • Response times • Level of support provided • Irrespective of user interface • PC, Unix Terminal, Web Browser, etc. • Growth capability needs to be managed

  9. Development Users Business Users Tier One PC’s Windows Terminals/PC’s Thick Client Thin Client Microsoft NT UNIX A Complete Strategy Standardised Applications Microsoft NT Workstation Systems Management Structured Network Infrastructure

  10. WideAwake BMC 2000 BMC Patrol BMC 2000 BMC Patrol Clients Network Applications Servers Infrastructure HP TopTools HP OpenView Cisco Works

  11. Management Components • Integrated Operational Control • Detection of Trouble Early • Service Level Management • Capacity Planning

  12. COST CRM Cost / Support Costs Balanced Scorecard Kaplin / Norton

  13. The Cost of Support 20% is the activity to fix 20% 80% 80% of the total cost of a problem is identifying where and what it is

  14. Staffing Complexity Helpdesk Front Line Support Unix Management Network Team NT Operations 20 Staff 80% = defining the problem

  15. The Cost Justification Assume a hardware / software solution of £100,000 A saving of only 2 Staff = repayment period of 2 years = Very happy Finance Directors

  16. The UWE Calculations Based on Enterprise NT & Managed Services IT Services will save £200,000 p.a. plus the transfer of 4 staff from support to innovation

  17. Questions ? john.saville@uwe.ac.uk

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