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Information Technology

Information Technology. 2006 portfolio. Contents. Service Catalog -what do we own Hardware Software Contract information Cost information Support/availability requirements Staffing -how do we need to staff Staffing needs Internally or contract labor Training and skill requirements

jaime-britt
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Information Technology

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  1. Information Technology 2006 portfolio

  2. Contents • Service Catalog -what do we own • Hardware • Software • Contract information • Cost information • Support/availability requirements • Staffing -how do we need to staff • Staffing needs • Internally or contract labor • Training and skill requirements • Disaster Recovery – how do we mange in the event of a disaster • Technology Philosphy/Justification – when and how is technology justified

  3. Transitional Page

  4. What is……. • What do we want • 0 • What is IT • <insert a working definition of IT> • What type of industry ocmpares • What size of staff/org compares

  5. Organization Philosophy Projected Service Needs Technology Staffing Needs Industry Standards Existing Service Needs

  6. Organization Philosophy Weld Library District • Strategic Innovators of Using Technology…..?> • 2006 - WLD practices indicate it falls into the (P) Early Majority segment of technology adoption • Skills/roles required to support this disposition: • Vendor provided expertise on technology capabilities, requirements, needs • WLD technology representative to assess • Integration needs • Potential issues • Broad implementation <needs) • EXAMPLE (2006): Desire is to implement full desktop video conferencing for district staff • VENDOR ROLE: provide awareness of technology options, cost, requirements to support the service • WLD TECHNICAL ROLE: compare technical needs with existing district technologies • OUTCOME: WLD current network cannot support the service. There will be a preceding requirement to upgrade connections, equipment in order to support.

  7. Industry Standards • Info –Tech Research • 3.5% of annual revenue • Average for 100 person company is about 20 staff to 1: IT • For wld this would be 5 • Like the wording • Survivors • Housekeepers • Innovators • Gauge IT budget as part of overall revenue • Number of support staff per # of employees • Number of support staff per # of computers

  8. Staffing Factors

  9. Existing Service Needs • Critical systems requirements • Highly available • Rapid recovery time • Disaster recovery plan, support and testing • Quick problem resolution • Project support requirements • Ability to assess, implement and then further support requested services in a timely and cost effect manner T Q C

  10. Critical Systems T T T Q Q Q C C C Current: 120 hrs/month @ $25/hour Using Vendor: - forego service assumed - 100 hrs/month @ <insert consulting cost>

  11. Staffing Decision Matrix Contract Expertise AVOID – typical of customized environments Staff Internally/supplement w/ contract ex/cap if needed Staff with the ‘no buffalo’ and T2 expertise supplement with technical expertise Req’d Skill Level Added Responsibility? Or Contract Capacity Staff Internally/supplement w/ contract ex/cap if needed Staff Internally Try to minimize volume trough education/automation Volume of Related Work

  12. Staffing Training Matrix Contract Expertise AVOID – typical of customized environments Specific Formal Training Conferences Certs Recommended Subject Matter Training Conference Req’d Skill Level No training, research as needed. Document Approach for others Self Study Vendor presentations Formal Training Basic Certs Preferred Self Study Volume of Related Work

  13. Staffing Decision Matrix T AVOID Q C T T Q C Example: paying a 600-800% premium on hardware to Dynix to have their support Q C Example: use existing staff w/ vendor support to develop designs, project plans, etc Req’d Know Level T T Q C Q C T Example: balance high volume needs with qualified, equitably compensated staff Q C Volume of Related Work

  14. Service List

  15. Comprehensive Service Assessment ILS – T3 AVOID L\W-T3 P–T3 D-T3 VL – PM L\W – PM Skill Avail/ Req’d Know Level ILS – PM P–T2 D-PM I-T3 ILS –T2 D-T2 L\W–T2 I-PM SC– PM PC – PM SC= T3 I-T2 PC – T3 SC – T2 D-T1 I-T1 ILS – T1 VL – T3 PC – T2 L\W– T1 PC – T1 VL – T1, T2 P– T1 SC – T1 Volume of Related Work • T3 = Tier 3 Support = highest level of escalation of problems • T2 = Tier 2 Support = basic troubleshooting and problem resolution/intiial assessment and vendor coordination • T1 = Tier 1 Support = receive and log call • PM = Project Management /Customization • LAST question is criticality • PC = patron computing • I = internet • P = phone • ILS = Horizon • L = LAN • W = Wide Areas Network • C = collaboration • F = Financials • D= domain • SC = staff computing • VL = Virtual Library

  16. Training Requirements ILS – T3 AVOID L\W-T3 P–T3 D-T3 VL – PM P–PM L\W – PM Skill Avail/ Req’d Know Level I-T3 ILS – PM D-PM ILS –T2 L\W–T2 I-PM SC– PM P–T2 I-T2 SC= T3 D-T2 PC – PM I-T1 PC – T3 SC – T2 VL – T3 D-T1 ILS – T1 PC – T2 L\W– T1 PC – T1 P– T1 VL – T1, T2 SC – T1 Volume of Related Work • T3 = Tier 3 Support = highest level of escalation of problems • T2 = Tier 2 Support = basic troubleshooting and problem resolution/intiial assessment and vendor coordination • T1 = Tier 1 Support = receive and log call • PM = Project Management /Customization Research, document, internal xtrain (able to follow procedure) Self study, vendor presentations (concept awareness, best practice, understand what options exist) Subject training (ability to support product, challenge solutions) Defer to service expert

  17. Member Service Assessment ILS – T3 Voice Services – T3 Virtual Library – PM Voice Services – T3 Network Services – PM/Customization Skill Avail/ Req’d Know Level Network Services – T3 ILS – PM/ Local Customization Virtual Library (HW & SW) T1, T2 Network Services – T2 Voice Services – T2 ILS – T1, T2 support Staff Desktop Services – PM Network Services– T1 Staff Desktop Services – T3 Staff Desktop Services – T2 Staff Desktop Services – T1 Volume of Related Work T3 = Tier 3 Support = highest level of escalation of problems T2 = Tier 2 Support = basic troubleshooting and problem resolution/intiial assessment and vendor coordination T1 = Tier 1 Support = receive and log call PM = Project Management /Customization LAST question is criticality

  18. Training Implications • Asses: • Concept Awareness • Short classes • Vendor presentations • Formal training if critical service Consult Vendor Skill Avail/ Req’d Know Level Formal Training Formal Training Self Study Volume of Related Work T3 = Tier 3 Support = highest level of escalation of problems T2 = Tier 2 Support = basic troubleshooting and problem resolution/intiial assessment and vendor coordination T1 = Tier 1 Support = receive and log call PM = Project Management /Customization LAST question is criticality

  19. What’s The Skill cost

  20. Resource skill needs • Broad understanding of existing technical environment • System installation information (where, system idiosyncrasies, installation process, system interdependcies) • Why: (do I need to include this) • Understanding of the organizations service requirements

  21. Budget Notes • Info Tech Research Group – • Jan 2005 • 1400 Public Admi/Gov/non profit -average IT budget is 3.5% of revenue -across al industries ranges from 1.1% to 7.5%

  22. Elements www.animationfactory.com

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